Creating and reviewing known errors

If you agree with the specialist's recommendation that a change is the best way to remove the root cause of the problem, initiate the change by creating a known error and assigning it to the change coordinator of the affected service.

If BMC Helix ITSM: Knowledge Management is installed in your environment, you can create knowledge articles to describe known errors. This information could be useful to subsequent users who encounter or analyze the same or similar issues and problems. For information about how to do this, see Resolving-a-problem-investigation.

If you submit a known error to change management, the Change Coordinator can reassign the known error back to you if the Change Coordinator determines that the solution can be implemented within the problem management process. If this happens, review the known error to determine why the Change Coordinator reassigned it, and then assign the problem investigation to the appropriate specialist. For information about how to do this, see Assigning-and-reassigning-problem-investigations.

To create a known error

1. Open the relevant problem investigation as described in Creating-a-problem-investigation.
2. Set the Status field to Completed and the Status Reason field to Known Error.
3. Click Save.
4. When prompted by the system, click Yes.
    The Known Error form opens and a relationship is created between the known error and the problem investigation.
5. In the Notes field, enter a brief description of the known error and a detailed description of the change requirements.
6. Select the impact and urgency, and adjust the weight, if necessary.The priority and weight are calculated based on the impact and urgency.
7. Select whether view access is internal or public.
    This field is for informational purposes.
8. From the Known Error Location list, select the client company.
9. From the Categorization tab, select the operational and product categorizations.
    Operational categorization is based on a three-tier hierarchy that is defined in the Operational Catalog.
10. Ensure that the following assignments are correct:
    • Your support group appears in the Coordinator Group field.
    • Your name appears in the Problem Coordinator field.
    • The Change Coordinator's support group name appears in the Assigned Group field.
    • The Change Coordinator's name appears in the Assignee field.
11. Ensure that the known error is related to all the affected service infrastructure and to the CI in which the problem resides. 
12. Ensure that the Status is set to Assigned.
13. Click Save.

To review a known error

1. From the Defined Searches area of the Navigation pane on the Problem Management console, select Known Error > All Open Known Errors.
2. Click Refresh.
   The Known Errors list is refreshed with all open known errors for the selected Company and View By fields.
3. Select the known error and click View.
4. On the Known Error form, review the details as necessary.