One Comment on “When can a known error record be raised?”

1. jml says:

   February 23, 2017 at 7:41 am

   “As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not yet be a permanent resolution), a Known Error record must be raised and placed in the Known Error Database – so that if further incidents or problems arise, they can be identified and the service restored more quickly.

   However, in some cases it may be adventageous to raise a Known Error record even earlier in the overall process – just for information purposes, for example – even though the diagnosis may not be complete or a workaround found, so it is inadvisable to set a concrete procedural point exactly when a Known Error record must be raised. It should be done as soon as it becomes useful to do so!

   The Known Error Database and the way it should be used are described in more detail in paragraph 4.4.7.2.”

   Paragraph 4.4.7.2:
   “The Known Error record should hold exact details of the fault and the symptoms that occurred, together with precise details of any workaround or resolution action that can be taken to restore the service and/or resolve the problem.”