Known errors
Symptom, root cause, workaround and fix status for problems already worked out once.
Service desk → Known Errors
The Known Error Database — documented symptom, root cause, workaround, and fix status for problems that have already been figured out once, so the next agent doesn't start from zero.
Fields
- Symptom — what the user/agent actually observes. This is what gets matched against when suggesting known errors.
- Root cause, Workaround, Permanent fix — optional, but a workaround is what an agent actually hands to a customer while a permanent fix is pending.
- Fix status — Workaround available → Fix in progress → Fix deployed → Closed. Moving it to Fix deployed or Closed notifies the assignee (or, failing that, the reporter) of every linked incident, with the permanent fix — or the workaround if no fix is recorded.
- Problem — optionally traces back to the Problem ticket whose root-cause analysis produced this known error.
Auto-suggest during triage
Opening an Incident checks its title and description for meaningful words (longer than 3 characters) and matches them against every known error's title and symptom — shown as suggestions right on the incident, not just from this search page. Only Incidents get this; Problems, Changes, and other ticket types don't. Where AI is switched on, AI matches — which catch paraphrases too — are added to the keyword ones.
During an alert storm, a new incident that matches a known error another incident was linked to in the last hour is linked to it automatically. A single, isolated match is only ever suggested.