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 Green2]

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 Green2]

Once root cause is identified:

1. Open the Problem record

2. Populate:

   • Root cause

   • Workaround

3. 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]

Thank you for the reply.

How can mark the 

• Known error = true

I remember a check box during Jakarta time.

[Matthew Green2]

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)

1. Open the Problem record

2. Set State = Known Error

3. 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.