Do we need a separate Known Error knowledge base?

[Janelle3]

Hi,

Known Error means several things in our environment:

• We have a Known Error Knowledge Base – the repository where the article is stored, articles in a particular Knowledge Base follow the workflow and visibility/access settings for that Knowledge Base.

• We have a Known Error article template type – determines the fields of the article, for example ours contains special fields Workaround and Cause.

• Problem records have their own references to Known Error. A Problem record has a Known Error flag, a reference field to a Primary Known Error article and the Problem State can be Known Error.

We currently have a lot of confusion around what a Known Error means. There are no restrictions on what article types can be stored where, so we have articles following the known error template outside of the Known Error KB. Similarly, we have articles that follow the standard template within the Known Error KB. Then we have what Problem considers a known error, which is different again.

If someone asked me how many known errors we have, do I give them the number of articles in the Known Error KB? or the number of articles using the template? Or the known errors linked from Problem records? Confusion reigns!

Lately I've been questioning why we have a separate Known Error knowledge base at all. Some known errors are actually customer facing, while others are internal, yet because the Known Error knowledge base is a single repository we have had to set it as visible to everyone. If I removed the Known Error KB and instead focused on Known Errors as a type of article, I can store them in our internal or customer-facing knowledge base as appropriate.

What are you reasons for keeping / not keeping a separate Known Error Knowledge Base? 

Thanks,

Janelle

[David Kay]

In this case, OOTB is anticipating a very specific KM practice.  In a KCS world, the KB article would have been created long before the Problem, so their OOTB will inevitably create duplicates.

If it helps you feel more comfortable, deviations from OOTB that involve turning *off* specific automations feel much safer to me that those that *add* a bunch of features!

[Janelle3]

Great points as always David! Thank you.

[cavila]

Janelle, thank you for posting your question, and thank you all for your feedback!  Our manager has asked that we enable the KEDB but I've had these exact same concerns and questions and have voiced them to our team over the past few months.  This gives me confidence that I'm on the right track of thinking and challenging the "solution" vs identifying and targeting the requirement and the gap that needs to be resolved. Thank you everyone! I love these forums 🙂 

[Cat_Dean]

A known error is a problem with no current resolution. There may be a work around but it is documented so technical support and users know its been reported and what the status is (bug fix for future release or it will not be fixed). Once it is resolved, move it to the knowledge base.