Error updating database

23-Jan-2020 14:05

Technically when we talk about the KEDB we are really talking about the Problem Management database rather than a completely separate store of data.At least a decent implementation would have it setup that way.They search (using the “Known Error” field) and retrieve information to view the “Workaround” field.The Known Error is a description of the Problem as seen from the users point of view.Sometimes there just won’t be a suitable Workaround to provide to customers.I would use an example of a power outage to provide a simple illustration.

It is true to say that an effective KEDB can both increase the quality and decrease the time for Incident resolution.

Knowledge articles refer to how systems should work or provide training for users of the system.

Known Errors document conditions that are unexpected.

The Workaround is a set of steps that the Servicedesk engineer could take in order to either restore service to the user or provide temporary relief.

A good example of a Workaround would be: The Known Error is a search key.

It is true to say that an effective KEDB can both increase the quality and decrease the time for Incident resolution.

Knowledge articles refer to how systems should work or provide training for users of the system.

Known Errors document conditions that are unexpected.

The Workaround is a set of steps that the Servicedesk engineer could take in order to either restore service to the user or provide temporary relief.

A good example of a Workaround would be: The Known Error is a search key.

We should also include accurate descriptions of the conditions that they have experienced.