Knowledge Management - Known Error Knowledge Base

[rick_richey]

After our audit one of the findings was that we should have a Known Error Knowledge Base. 

Is this a requirement that anyone else has dealt with and if so what did you do?

I am working with the Problem Process Owner to meet this requirement. We have discussed if it is possible to create a new Known Errors Knowledge Base and use filters of current articles to populate the Known Errors KB without moving the articles. 

Another idea is to only have Known Errors that are linked to Problem Tickets in this Known Errors KB.

So, we are open to ideas on how this has been handled by others.

[Ravi Chandra_K]

Hello @rick_richey 

Just few thoughts..

Assuming you already have knowledge management plugin,

Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) and the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin

The above plugins give functionality to create a known error from Problem.

Please mark the answer as correct and helpful if helped.

Kind Regards,

Ravi Chandra