known error state in problem management

[saravananmk]

Hi,

what is the purpose of Known error state in problem management and when we go for known error state?

thanks,

saravanan

[sachin_namjoshi]

Purpose of known error state problem is to prevent recurrding incidents for same issue in future.

If you get duplicate incident for same issue in future, then you can related known error problem to incident and close incident.

This way you can report on number of incidents caused by known problem record.

Regards,

Sachin

[saravananmk]

thanks sachin,

then once we added this in a known error then why we added this also KB?

why we go for KB?

[sachin_namjoshi]

Knowledge article are usually configured for sharing information which generally tells you procedural steps.

e.g process to reboot server. Your infra team may create KB article which tells users steps to reboot server.

This will help to reduce tickets so that they can refer KB article before creating INCs.

Known error problem usually documents workaround, CAPA ( corrective and preventive actions) to avoid duplicate incidents.

Regards,

Sachin

[saravananmk]

thanks Sachin,

once the incident and problem are created and it will get resolved, after some time we created same incident and we created problem. whether we add this problem into the know error list or we add the previous problem to known error.

Thanks,

Saravanan