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ITIL :: View topic - Difference between a Problem Record and the Known error DB
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Difference between a Problem Record and the Known error DB

 
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fulhamn
Newbie
Newbie


Joined: Oct 08, 2012
Posts: 13

PostPosted: Wed Dec 19, 2012 12:52 am    Post subject: Difference between a Problem Record and the Known error DB Reply with quote

Hi all,

What is the difference between a Problem Record and the known error database. Some categories would be the same and different (Within the respected tickets). Can you guild me on what I should track in each ticket and provide feedback on the categories below:


Problem Record catogories:
Problem Summary
Link to related Incident Record(s)
Date and time of detection
Problem Status
Priority
Problem category
Service Affected
Region Country Affected
Functions Affected
Root Cause
Work around
Problem owner Group
Problem owner
Activity log - Progress & Updates
Link to Known Error
Link to Change Record
CR to resolve Problem
Planned Resolution Date


Known Error Data base
Known Error Summary *
Link to Incident Record
Link to Problem Record
Category
Service Affected
Functions Affected
Region Affected
Impact Level
Assigned To
Problem Owner Group
Full Description of Error
Details of Work Around
Target Resolution Date
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3298
Location: London, UK

PostPosted: Wed Dec 19, 2012 1:08 am    Post subject: Reply with quote

one is a database
one is a record
one is two words
one is 3 words

One is to hold Known errors in a database
one is to record a new problem where the underlying error is NOT Known

One is used by Problem mgmt
One is used by Incident Mgmt / SD when resolving incident

Both can be designed as however your tools are designed
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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