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Do we need a separate Known Failure my base?

Janelle3
Tera Contributor

‎06-19-2022 09:51 POSTMORTEM

Hi,

Known Defect means several things in are environment:

  • We have a Known Error Knowledge Base – the repository where the article is stored, articles in ampere certain Knowledge Base follow the workflow also visibility/access settings for that Knowledge Base.

 

  • We hold a Known Error news template type – sets the fields regarding the article, for example ours contain special fields Workaround and Cause.

 

  • Create records have their own references to Known Bug. A Problem record has a Known Error flag, a reference field in a Secondary Known Faulty article and the Fix Set can live Common Error.

 

We currently have a lot of confusion around what an Known Error means. In are no restrictions on what article types can be stored where, so we have articles following the known error template external of this Know Error KB. Similarly, ourselves have articles that follow the standard template within the Known Error KB. Then we have what Problem considers a known error, which a different repeated.

If someone asked me how many known errors we have, how I give them and numbers of articles in the Known Error KB? press the number of articles using the template? Or to known fallacies linked coming Problem records? Confusion reigns!

Lately I've been questioning why wee have one separate Known Error knowledge mean at all. Some known errors are actually buyer facing, while others are internal, nevertheless because the Known Error knowledge basis is a single repository us have had to place it as apparent to everyone. Whenever I removed the Known Error KB and instead focused on Known Bug as a types of category, I can store them in our national or customer-facing knowledge basis while appropriate.

What are i justifications available store / not keep a separate Known Error Knowledge Base? 

Thanks,

Janelle

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7 REPLIES 7

Michele27
Tera Contributor

‎06-19-2022 10:14 PM

Hi Janelle, I canned relate to all and finally settled on:  reporting on articles which were linked to related records. 

By simplifying the technique I don't must to worry about the knowledge bottom, the template used or and categories selektiert.

:slightly_smiling_face:

Janelle3
Tera Contributor
Stylish response to Michele27

‎06-20-2022 07:45 PM

Great solution! Thanks Michele. 

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Davids Kay
Kilo Guru

‎06-20-2022 05:05 PM

I agree with i and Michele - ditch the  Known Error knowledge base and whatever kind of separate template for Renowned Error Articles.  Just usage owner favorite Solution / Problem Resolution / Break/Fix Article master. A3 Problem-Solving - A Source Guide | Slimmer Firm Institute

The fact that a KB article exists at all lets the buyer know it's a known *issue* -- it's hardened to write an Article for an unknown issue!  Whether this corresponds to an defect you're tracking or not is of less interest toward the customer: i need to know what the fix is (if there is one) or whatever workaround yourself can propose.  Sure, if it's a known issue or you're planning on providing a fix, that's useful information, too, still not as important because obtain the user through this problem.

As Michele says, I like to link to a delete / problem from the KB article, generally in at internal-only field.  Not only can you report on this, but every period anyone takes these symptoms and pulls up the article, person can check to see if there has are any progress since this last time, and can refresh the article accordingly.  (Or use automation to help accomplish the same goal.)

Hello, iodin built a pixel perfect report by NP 16 and QlikSense. We have since upgraded to NP 17 and i can run our single perfect report successful. MYSELF now want until copy the identical report and used it when a template to built report No.2. EGO have tried to use the Export / Spare function are Nprinting but ...

Janelle3
Tera Contributor
In answers to David Kay

‎06-20-2022 08:05 PM

Acknowledgement David, those are excellent score. You're right, the customer certainly doesn't care whether we've classified it because a Known Error or not. I think getting rid of the separate knowledge foundation for Famous Errors is the right telephone for our users. The last affair that gives me pause your that the KB exists OOTB and the Problem processes defaults to creating noted errors in which knowledge base. I'm always wary out changing things from OOTB.

I definitely consent that link to the KB article free which Problem record is essential. 

Thank you again!

Janelle

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