Problem Management/Knowledge Management - Known Error
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12-05-2024 08:17 AM
Looking for advice from anyone that may have an established Problem Management Known Error process in place as we are working to implement ours.
What I know:
Only one Known Error knowledge article can be created from and related to the Known Error Problem record.
Incidents related to the Known Error knowledge article automatically get related to the Problem record on the backend to help us track and understand impact level, which is a valuable part of the Problem Management Known Error process.
What we currently have in place for Incident/Knowledge relationship process:
- We have knowledge bases setup by audience - one for Level0/end users, one for L1/Servicedesk, L2 and 3 teams have their own individual knowledge bases.
- Servicedesk is required to relate Incidents to KBs they use to resolve a call at first level. If they escalate the Incident to L2 they typically do not relate to a KB.
- Some L2 teams will relate the KB from their knowledge base that was used to resolve the Incident but it is inconsistent.
Where I need help:
If we have a Known Error that includes steps for multiple audiences, how is that best managed to ensure all related Incidents get related to the Problem record?
- Example: There may be a workaround that requires a user to contact Servicedesk, Servicedesk has workaround steps they can try but if they don't work, then it has to be escalated to L2 who has additional steps only they have the access and knowledge to perform.
- If we only put L0/End User workaround steps in the Known Error article then how will all the Incidents related to KBs in the Servicedesk or L2 knowledge bases ever get related to the Problem record? How will one know from reading the Problem record these other KBs exist as there's no way to create multiple relationships to them?
Looking for recommendations on how to implement the Known Error process so we get the expected value from it as I have not found much guidance that gets this into the weeds. Thank you.
