Once the root cause analysis is done, a work-around is proposed. After the problem record moves to the ‘Error New’ state, a Known Error Data Base (KEDB) entry can be created for approval and publishing as an article. Once published the KEDB article can be viewed by anyone who has a role allocated in the Problem Management project.
KEDB is used by Problem Engineers to provide a quick work-around for problems which have already occurred earlier, until a permanent resolution is found. For more information kindly refer to our online help document SapphireIMS User Manual 5.0 and refer section ‘Known Error Management’