Known Errors Database Module
FAQ
The frequently asked
questions (FAQs) answer the most common questions asked by users
about a service. FAQs can easily solve common problems.
FAQ Properties
| Name | Type | Mandatory? |
|---|---|---|
| Category | Foreign key to a(n) FAQ Category | Yes |
| Title | Alphanumeric string | Yes |
| Error code | Alphanumeric string | No |
| Key words | Alphanumeric string | No |
| Summary | Multiline character string | No |
| Description | HTML string | No |
Creating a FAQ
The menu “FAQs” provides a list of FAQ. Just click on the button “New” to create a new one
FAQ Category
Categorizing the FAQs is a helper for the agent who is searching for a FAQ.
FAQ Category Properties
| Name | Type | Mandatory? |
|---|---|---|
| Name | Alphanumeric string | Yes |
Tabs
| Tab | Description |
|---|---|
| FAQs | All the frequently asked questions related to this category |
Known Error
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
| Name | Type | Mandatory? |
|---|---|---|
| Name | Alphanumeric string | Yes |
| 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 |
| Vendor | Alphanumeric string | No |
| Model | Alphanumeric string | No |
| Version | Alphanumeric string | No |
| Symptom | Multiline character string | Yes |
| Root Cause | Multiline character string | No |
| Work around | Multiline character string | No |
| Solution | Multiline character string | No |
Tabs
| Tab | Description |
|---|---|
| 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:
-
Error code
-
Domain
-
Vendor
-
Model
-
Version
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.