Updates to ServiceNow Known Errors

[britt_champeau]

At ServiceNow, we want to make sure you have all the tools you need to succeed in your instances. We know sometimes things go wrong, and you want a quick solution to get your company back to a functional state of service.   That's why we're improving the information we're showing to you in Known Errors.

The updates made to our Known Error articles will allow you to get a better look at the "whole picture." With these updates we have included information from other ServiceNow resources, auto populating based on other associated information, and the ability to stay updated on a Known Error if the state changes or if there is a fix.

Please note the information in the below Known Error is test data, and is not necessarily accurate.

Updates made to ServiceNow Known Errors:

Seen In/ Fixed In

1. Seen In - As Incidents and related instances are associated with a Problem, the Seen In information will populate, making it easier for you to determine whether you're experiencing the same problem in your instance.
2. Fixed In — When a fix is complete and available for a Problem, this information will be automatically populated so you know which release to upgrade to for a permanent fix

Steps to Reproduce

1. There's a new field on KB View specifically for Steps to Reproduce information so you can walk through the steps to determine whether you're experiencing the same issue

Subscribe

1. There is a new Subscribe UI Action (button) in the Known Error header bar.   When you click this UI Action, you will receive notifications when certain updates are made to the Problem associated with this Known Error. Subscribing to the Known Error will allow you to be notified when a workaround is updated, a new fix is available, or the Problem state changes.   You can unsubscribe at any time by accessing the Known Error and clicking the Unsubscribe UI Action.

Associated Community Threads

1. We will be associating community threads with Known Errors and Problems, this information will be available from the Known Error View to give you a better look at how the issue has affected others and how others may have worked around it.