How to mark the Problem record as Known error

BVD · 3 weeks ago

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 · 2 weeks ago

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.

View solution in original post

Matthew_13 · 3 weeks ago

Out-of-the-Box (OOTB) ServiceNow Behavior

1. Known Error is a status/flag on the Problem record

In OOTB ServiceNow:

A Known Error is not a separate record type
It is a Problem record with the “Known Error” flag set
The record is typically in the Root Cause Analysis or Known Error state

Key fields:

State = Root Cause Analysis / Known Error
Known error = true

Matthew_13 · 3 weeks ago

Once root cause is identified:

Open the Problem record
Populate:
- Root cause
- Workaround
Set:
- Known error = true
- State = Known Error (or equivalent RCA state depending on config)

But this all depends on if your setup is OOTB or custom.

BVD · 3 weeks ago

Thank you for the reply.

How can mark the

Known error = true

I remember a check box during Jakarta time.

Matthew_13 · 3 weeks ago

Indeed; here is Jakarta vs now:

In Jakarta, there was a visible “Known error” checkbox.
In newer releases, Known Error is usually handled by the Problem State, not the checkbox.

How to mark it now (I recommend this)

Open the Problem record
Set State = Known Error
Fill Root Cause and Workaround

If you want the checkbox back

Right-click form → Configure → Form Layout
Add Known error (known_error) if it exists

A great Best practice: Use “State = Known Error” instead of the checkbox.