This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.

To view an earlier version, select the version from the Product version menu.

KnownError_Submit_Service

The known error entries are submitted through the PBM:ProblemInterface_Create form. This interface form uses shared fields between problem investigation and known error entries.

Required input field values to create a known error entry

DB field on interface form

Displayed on web services

Field value

Notes

z1D_Action

Action

KNOWNERROR

Keyword triggers workflow that initiates the submit operation.

Known Error Status

Status



Impact

Impact



Urgency

Urgency



Description

Summary



Detailed Description

Notes



View Access

View_Access



Assigned Group Pblm Mgr

Problem_Coordinator_Assigned_Group


If Assignment Engine is configured, you might not need to specify the Problem Coordinator values.

Support Company Pblm Mgr

Problem_Coordinator_Support_Company



Support Organization Pblm Mgr

Problem_Coordinator_Support_Organization



Target Resolution Date

Target_Date



Optional input field values

DB field on interface form

Displayed on web services

Notes

Company

Company


Searchable



Category

Category


Product Categorization Tier 1

Product_Categorization_Tier_1


Product Categorization Tier 2

Product_Categorization_Tier_2


Product Categorization Tier 3

Product_Categorization_Tier_3


Product Name

Product_Name


Product Model/Version

Product_Model_Version


Manufacturer

Manufacturer


Categorization Tier 1

Categorization_Tier_1


Categorization Tier 2

Categorization_Tier_2


Categorization Tier 3

Categorization_Tier_3


Generic Categorization Tier 1

Generic_Categorization_Tier_1


Temporary Workaround

Temporary_Workaround


Resolution

Resolution


Assigned Support Company

Assigned_Support_Company


Assigned Support Organization

Assigned_Support_Organization


Assigned Group

Assigned_Group


Assignee

Assignee


z1D_WorklogDetails

Work_Info_Summary

Required for creating work information.

z1D_Activity Type

Work_Info_Type

Optional for creating work information. If the field is left null, the default value General Information is used.

z1D_Secure_Log

Work_Info_Locked

Optional for creating work information. If the field is left null, the default value No is used.

z1D_View_Access

Work_Info_View_Access

Optional for creating work information. If the field is left null, the default value Internal is used.

z1D_Details

Work_Info_Notes

Optional for creating work information.

Z1D_ActivityDate_ tab

Work_Info_Date

Optional for creating work information.

z1D_CommunicationSource

Work_Info_Source

Optional for creating work information.

ServiceCI

ServiceCI

For more information about this element, see Associating entries with configuration items Open link .

ServiceCI_ReconID

ServiceCI_ReconID

For more information about this element, see Associating entries with configuration items Open link .

PBM_CI_ReconID

PBM_CI_ReconID


Fields set through workflow

DB field on interface form

Notes

Known Error ID


Priority


Priority Weight


PBM_CI

Set from PBM_CI_ReconID value

z1D_CI_FormName

Set from PBM_CI_ReconID value

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