Create Known Errors (KE) and Workaround (WA)

1. Known Errors and Workaround can be created from a problem, in the Creation of Known Error and Workaround step.
   Select in the main menu: Case Management > Console, in the grid select the Problem record and click on Resolve button, the case attention window will open. Expand each form to create the KE and WA records:
   
   
   
   
2. Click on the New button
   
   

   Fill in the following information in the Basic tab

   FIELD	DESCRIPTION
   Serial	Assign a serial or click the button to generate a serial automatically.
   Name	Assign a name or click the button to generate a name automatically.
   CI definition	Select the CI type from the drop-down field, in this case, select KNOWN ERRORS RECORD or WORKAROUND RECORD. Default CI types:
   Entry Date	Date when the CI is enabled in the system. Entry Date will be updated when the status changes to IN. See STATUS field.
   Status	Enables/disables the CI in the system. Possible states: PLANNED Planning or pre-production The default state for newly created KE and WA will be PLANNED. IN Active. After creation, change status to IN to enable KE and WA records. OUT Disabled.
   Output Date	Date when the CI is disabled in the system. This field will be updated when the status in the system changes to OUT. See STATUS field.
   Brand	Select brand in the drop down field.
   Other details	Additional comments.

   All files are required.
   
   

3. Click on the Save button.
   
   
   

Enable and Add KE or WA attributes

1. Once the KE or WA record is created select it in the grid.
   
   
   
   
2. Edit the record and change the KE or WA status to IN to enable and clic on Save button. After saving, select the record again to edit its attributes.
   
   
   
   
3. Add information such as symptoms, description, solution, solution steps or files.
   
   

   For Known Errors records, fill the fields in the Knownerror tab:

   KNOWN ERROR FIELD	DESCRIPTION
   Add Symptoms	Add known symptoms of the error, it may include a brief explanation of the problem.
   Add Solution	Add the solution to the error if it has been found.
   Enable	Enable the Knownerror record to be available for search.
   User permission	Permission to display the known error. Select in the drop-down field: NONE: The record is created but will not be available for search and consultation. ALL: Available for all user types (Administrators, advisors, end users, etc.). USER: Available only for end users. MANAGER: Available only for ITHC administrators and advisors, not for end users.

   
   
   

   For Workaround records, fill the fields in the Workaround tab and/or the File tab:

   The workaround may include several steps.
   Click on the New button before adding each step to enable the form, fill in the following fields and click on the Save button for each step.

   WORKAROUND FIELD	DESCRIPTION
   Step	Step ID.
   Step description	Explanation of the activity or activities included in the step as part of the alternative solution.
   User permission	Permission to display the workaround. Select in the drop-down field: NONE: The record is created but will not be available for search and consultation. ALL: Available for all user types (Administrators, advisors, end users, etc.). USER: Available only for end users. MANAGER: Available only for ITHC administrators and advisors, not for end users.

   The workaround may include several files.
   In this tab files can be added to the workaround.
   Click on the New button before adding each file to enable the form, fill in the following fields and click on the Save button for each file.

   FILES FIELD	DESCRIPTION
   File	Click on to open the Upload/download window.
   User permission	Permission to display file(s). Select in the drop-down field: NONE: File(s) associated with the solution will not be displayed. ALL: Available for all user types (Administrators, advisors, end users, etc.). USER: Available only for end users. MANAGER: Available only for ITHC administrators and advisors, not for end users.

   
   
   

4. Finishing the attributes edition, click on Save (On top bar) button.
   
   
   

Add relationships to KE or WA

1. Select KE or WA record in the grid.
   
   
2. Click on the record to enable editing. Select the tabs:
   
   

• To see the relationship types and existing relationships with other CIs.
• To add new relationships:
  
  Output relationship: Relationship from the KE or WA to other CIs.
  Input relationship: Relationship from other CIs to the KE or WA.
  
  
  
  Select the type of relationship and click on the New button. A window for the selection of CIs will open, according to the relationship type. After selecting one or more CIs, click on the Save button:
  
  
  
  

  To graph relationships, click on the Graphic button

  
  
  

  Link a workaround to a KE.

  
  
  a. Select the WA and the Input relation > Knownerror has workaround tabs.
  b. Click on New button to add one o more KE records. Once selected, clic on Save button.
  
  

  
  
  
  

Link KE or WA to a category

Link KE and WA records to a one or more category(s).

1. To attach Known Error and Workaround records to a category in the service catalog, select KE and WA record in the grid.
   
   
   
   
2. The edit window will open, in the Category detail field click on Search button to select the category(s) to which the KE/WA will be linked.
   
   
   
   
3. In the Status field select Live and clic on to save the record.
   In this editting window, add, edit or delete records.
   
   

Edit KE or WA record

1. Select KE or WA in the grid.
   
   
2. Click on the record to enable editing. Edit info in any of this tabs: Basic information, Additional forms, Input and output relations.
3. Once you have finished editing, click on the Save button.