"known_error" field on the problem table

[Pawel Czubak]

There is a true/false field (known_error) on the problem table in SN, but it does not seem to be related to any functionality. I don't know if I recall correctly but that field used to be visible on the Problem ticket form, maybe under certain conditions, but currently it does not seem to have any purpose. Has that field and related functionalities been removed in one of releases? In the demo data, there is one Problem record which has this value set to true and I was wondering whether there is anything that changes the value of that field under some conditions.

[Robbie · Accepted solution]

Hi @Pawel Czubak,

It's an interesting question and something that I believe is a legacy field. I see no Business Rules or Script Includes etc that call or reference it on an initial review and dig.

For context, pre Madrid 'Known Error' was a state value within the Problem Lifecycle, however from Madrid onward and for new customers, that state was removed and a newer process and state values were introduced.

You'll also notice that a 'Create Known Error' UI Action was also made available whereby a Knowledge article is created and then tied back to the problem.

See Create Known Error on the docs:

https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/problem-management/...

Point to note - just because a Knowledge article is created and linked to a Problem, unless the Knowledge base is configured correctly as a Known Error, this is where the flag may come into play, but this really is dependent on how your instance and importantly how Known Errors and your Knowledge Bases are configured.

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Thanks, Robbie