Difference between a Problem Record and the Known error DB

Discussion on issues related directly or largely to ITIL problem management.
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Posts: 13
Joined: Sun Oct 07, 2012 8:00 pm

Tue Dec 18, 2012 9:52 am

Hi all,

What is the difference between a Problem Record and the known error database. Some categories would be the same and different (Within the respected tickets). Can you guild me on what I should track in each ticket and provide feedback on the categories below:

Problem Record catogories:
Problem Summary
Link to related Incident Record(s)
Date and time of detection
Problem Status
Problem category
Service Affected
Region Country Affected
Functions Affected
Root Cause
Work around
Problem owner Group
Problem owner
Activity log - Progress & Updates
Link to Known Error
Link to Change Record
CR to resolve Problem
Planned Resolution Date

Known Error Data base
Known Error Summary *
Link to Incident Record
Link to Problem Record
Service Affected
Functions Affected
Region Affected
Impact Level
Assigned To
Problem Owner Group
Full Description of Error
Details of Work Around
Target Resolution Date

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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Dec 18, 2012 10:08 am

one is a database
one is a record
one is two words
one is 3 words

One is to hold Known errors in a database
one is to record a new problem where the underlying error is NOT Known

One is used by Problem mgmt
One is used by Incident Mgmt / SD when resolving incident

Both can be designed as however your tools are designed
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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