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Estimated Duration

This simulation should take approximately 4 minutes.

Overview

This simulation is designed to give you the opportunity to practise the steps required to Create a Known Error from an existing Problem that you will set to diagnosed.

This is an important feature of Service Manager, as it will allow more efficient handling of future Interactions and Incidents that may be linked to this.

Create a Known Error

Additional Information

Known Errors have a life-cycle similar to Problems. It is possible to create Known Error tasks, for example.

The user interface is very similar as well. The most important new information in a Known Error ticket is the Corrective Actions required to fix the Known Error.

A Problem cannot be closed until all Known Errors related to it are closed.

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Create a Known Error

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Summary

You have now had the opportunity to practise the steps required to create a Problem Ticket from an Incident.

Related Simulations:  This simulation is part of a larger scenario which should be followed in the same order as the list below, you are currently viewing the highlighted simulation.

Create a Problem Ticket from an Incident

Assign and Categorise a Problem

Update Problem and Assign Problem Tasks

Update a Problem Task

Monitor Problem Tasks

Create a Known Error

Close a Problem

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Create a Known Error