Known Errors Database Module
The frequently asked questions (FAQs) answer the most common questions asked by users about a service. FAQs can easily solve common problems.
|Category||Foreign key to a(n) FAQ Category||Yes|
|Error code||Alphanumeric string||No|
|Key words||Alphanumeric string||No|
|Summary||Multiline character string||No|
Creating a FAQ
The menu “FAQs” provides a list of FAQ. Just click on the button “New” to create a new one
Categorizing the FAQs is a helper for the agent who is searching for a FAQ.
FAQ Category Properties
|FAQs||All the frequently asked questions related to this category|
The known errors are part of the problem management process. They are used to document known issues even if the problem is not completely fixed, for instance by providing a workaround. This improves the efficiency of the incident management process.
A known error can be linked to configuration items. When a ticket is linked a CI then the known errors related to that CI are displayed automatically in the ticket.
You can link documents to a known error.
Known Error Properties
|Customer||Foreign key to a(n) Organization||Yes|
|Related Problem||Foreign key to a(n) Problem||No|
|Error Code||Alphanumeric string||No|
|Domain||Possible values: Application, Desktop, Network, Server||Yes|
|Symptom||Multiline character string||Yes|
|Root Cause||Multiline character string||No|
|Work around||Multiline character string||No|
|Solution||Multiline character string||No|
|CIs||All the configuration items that are related to this known error|
|Documents||All the documents link to this known error|
Creating a Known Error
Click on the “New known error” menu:
The following form is displayed:
In addition to its name, and the corresponding organization, a known error can be characterized by the following attributes:
Most of the time, a known error should be linked to a problem. This way, support agents can quickly get the relevant information to troubleshoot and fix.