A Known Error record is created when the problem record is moved to ‘Error New’ state. The known error will be accessed from KEDB by incident management staff for resolving the incidents. Similarly all other processes will share the known error information from KEDB. To ensure that the content of the known error record is informative and written in such a way that it is easily understandable for the different staff, the known error record is made available in KEDB after an approval process.
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