KCS and Known Error

[Stacey Brannan]

Is there anyone who uses both KCS and the Problem Management Known Error Knowledge processes cohesively at your company? We're struggling with how to easily transition from an initial KCS KB to a Known Error KB. The Known Error KB has to be created using the Known Error template or the relationships (Problem record, KB, Incidents) do not work correctly. The only option appears to be retiring the KCS KB and recreating a new KB with the Known Error template. This seems cumbersome and affects adoption so I'm looking for advice. Thank you.

[andreababch]

Hello Stacey,

We implemented Known Error earlier this year and use it strictly for Problem Management and they have their own KB for outage posting and RCA . Going pretty good. I know some people choose to use just standard articles and not manage separate kb and templates, but probably depends on size. KCS use is for regular knowledge base I think, but we have not implemented it. Besides template and roles, not really seeing benefit.