How to mark the Problem record as Known error

[BVD]

Hi,

Once the root cause is determined, before the fix implementation is there a way to mark/show the Problem record as Knownerror.

I am looking a flow like root cause analysis -> Known Error -> Fix in Progress.

"A Known Error is a Problem that has been analyzed but not resolved, with its root cause identified 

and a workaround documented in the Known Error Database (KEDB)."

[Matthew_13]

Hopefully this helped you my friend.

[Matthew_13]

Good video as well: https://www.youtube.com/watch?v=5E5zfTMICY0

[BVD]

Hi Matthew,

The youtube video is referring to Known Error Article, which we are using. Apart from showing the Known error articke number on the Problem form, it does nothing to the Problem record state.

Response to your suggested solutions,

1.) And out of the box there is no state called "Known error", dont want to customize 

2.) I do see a check box for Known error but selecting this check box again does nothing to the Problem record or its state.  I can select this check box at any state which should not be the case.

I would like to understand what is ServiceNow recommended way of managing Known errors (not known error articles).

[Matthew_13 · Accepted solution]

Thanks for the feedback;

ServiceNow does not treat Known Error as a Problem state. It’s a classification, not a lifecycle step.

That’s why:

• There is no “Known Error” state out of the box

• Selecting the Known error checkbox does not change the Problem state

• The checkbox can be selected in any state (by design)

ServiceNow’s recommended OOTB approach is:

• Use Problem states to track lifecycle (RCA, Fix in Progress, etc.)

• Use the Known error checkbox to indicate the root cause/workaround is known

• Link a Known Error Article to document the workaround

The YouTube video focuses on Known Error Articles because that’s where the real OOTB functionality is. Enforcing state changes or adding a “Known Error” state would require customization.