Problem Record & Known Error - Templates / Categories

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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fulhamn
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Joined: Sun Oct 07, 2012 8:00 pm

Wed Dec 12, 2012 6:30 am

Hi all,

Would you be able to help / provide me with a good working example of a Problem Record and Known error template? What level of detail should I have in each ticket?

Also if you had a known error would you raise a problem ticket of the back of a known error?

I would like to know the categories and the level of detail I should have in each category.

I am using Microsoft Share point top create a Problem Record and Known error ticket.

Many thanks


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MikkoH
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Wed Dec 12, 2012 7:16 am

For the error to be known, there should be enough data to describe the error symptoms:

#: KE 1001
Description: popup with error 23

Solution: update your software x from url z....jaada daada


Meta words to help search for the known error.

Problem doc is bit different as you should have all the data you can have about the issue, can it be reproduced and how, screenshots, software used (IE, FF, Opera), basically everything.

Problems tend to be quite different in various systems but the need for the maximum information is imperative for the people who are going to be fixing it, minimizing the need to have million e-mails to ask more info.

Known error is not necessarily a Problem as it can be case of updating software or known incompatibilities or similar.

The categories will be based on your system, but the general stuff e-mail, OS, accounts and access, network

Hope this helps,
Mikko
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fulhamn
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Wed Dec 12, 2012 8:03 am

If we had a server which kept filling up with log files causing Low disk space on server. Would this be raised as a 'Known Error'. The work around is the we manually remove temp files weekly to free up space.

So would we log a 'known error' ticket with the following description/ title 'Low Disk space on Server xxx'
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MikkoH
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Wed Dec 12, 2012 8:31 am

Hmm, it sounds more like a maintenance job you do in order to keep the space down, feature, not a bug. It's not a workaround as such. If you are unable to free the data and the server goes down, you'll have an incident, which, although very known, is something that was caused by lack of maintenance...

If the maintenance is only a temporary fix, and the logs fill up more faster or similar, I'd say you should create a problem ticket with the symptoms described and ask for the Change team for a more permanent fix, maybe more space or automated archiving, disabling parts of log etc.

When it rains and you get wet is not known error :)
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