Click here to continue.
Click here to Quit.
This simulation should take approximately 4 minutes.
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
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.
Click here to continue to the summary page.
Click here to Go back.
Click here to Exit.
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
Close a Problem