Using the Known Error Database
The Known Error Database is a specialized subset of the Problem module that allows greater flexibility and searching for marked problem reports. A known error is a problem that has been identified, but either no plan will be made to rectify it or long-term plans have been made that will not solve the problem in the short term. It will generally have a workaround and the probable root cause identified. Problems may be set as known errors if an upcoming hardware or software upgrade will fix the problem or if the fix requires a complicated procedure and few users will see the problem.
Known errors are often the basis of Knowledge Base articles without the review process and not viewed by the end user. Workarounds for known errors are often worded in such a way that help desk staff members walk the end user through the steps.
In ChangeGear a Known Error is a state within the Problem process that does not impact reports regarding overdue or open problems. You can create, resolve, and retract Known Errors, in addition to editing the problem form and search and view Known Errors.
Note: If you promote a known error, the status will change to Pending Change and the ticket will no longer show as a known error.