Create a known error article
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- UpdatedAug 1, 2024
- 2 minutes to read
- Xanadu
- Problem Management
Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents.
Before you begin
Activate the Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid) and the Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge) plugin.
About this task
After you create a known error article from a problem, the article is saved in the knowledge base and maintained in the Knowledge Management application. The publishing and retirement processes for a knowledge article are controlled by workflows defined for the knowledge base that the article belongs to. For more information, see Knowledge workflows.
Procedure
What to do next
Click Publish to send the article for review and approval. Depending on the Knowledge base where the article is stored and the Knowledge Base access controls, this Known Error article may be available to search for users outside of the IT team to help with Incident deflection.