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Resolution on Known error

Guest Sonali

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Guest Sonali


I am trying to create a process for known errors. Can you explain how known errors should work within Service Manager please.

I have a known error, entered all the details etc. I want to update the resolution to say fix has been implemented for this known error. How do I do this? (see attached docs - I tried but I don't get the option to input the resolution)





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HI @Sonali

It is important to think of Known Errors (KE) as being very similar to Knowledge Articles.  KEs will contribute to a Known Error Database where these contain technical issues along with the solution. As a solution is already provided with a KE, they do not require a resolution as they already contain a solution.  When a KE is no longer required the KE is simply closed.



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