5. Known Errors

In ITIL terminology, when the root cause of a problem is known and there is a workaround, it becomes a known error. Serena Service Manager changes the problem to a Known Error record automatically during the Error Identified transition.

The change from problem to known error is noted by the change of the Problem Type prefix from PR to KE. This change allows users to easily discern problems from known errors when looking at a Problems report, such as the report that is displayed on the Problems tab for a configuration item. You can also create a report that searches only for items that have a Problem Type of Known Error to help find possible solutions.