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Alternative Known Error handling

This article provides details on how to define existing Problems as Known Errors. The featured solution is seen as an alternative way than done by the default product and is provided based on a community extension.

Installation of Extension

As a very first step, you need to install the 'Alternative Known Error handling' extension from our Matrix42 Extension Gallery.

Included Components

Once you are done with the installation you will find:

  • A new wizard to handle Known Errors in an alternative way
  • A new action 'Known Error handling'
    • Audience defined for roles 'Administration' and 'Problem Management'
  • An adjusted Dataset Views
    • 'Problems'
    • 'Known Errors'
  • Adjusted Edit dialog and Preview for 'Problems'
  • Adjusted Data Definition 'SPSActivityClassGroupTicket'
  • Added entries for SPSJournalEntryPickupType
    • 30300 - Know Error tag added
    • 30310 - Know Error tag removed
  • A new workflow 'Action - Know Error handling' responsible to apply the changes to Problems
  • UI and Journal Entry support for Englisch and German

Known Error handling process

The alternative Known Error handling allows defining Known Errors without actually closing the Problem which will ease further processing of the record itself.

Please note, that the standard handling will not be disabled by installing the extension. Hiding the closing reason and all other related settings needs to be done manually.

Once you select a Problem you will already see in the Preview if the Known Error status was added based on the extension.

Known Error tag on Problem preview

Already defined Known Errors will not show the flag and need to be updated manually, via public API or SQL update.

As long as the Problem is not closed you will find the action 'Known Error handling' in the action panel (Single Object context).

Action 'Known Error handling'

The newly added wizard will be executed once you click on the action.

Based on the actual defined Known Error status the wizard will allow you to add or remove the Known Error Marker.

Current state State after execution Comment
Known Error flag NOT set Known Error flag added The Problem is currently not defined as a Known Error. Once the wizard is finished it will be tagged as Known Error.
Known Error flag set Known Error flag removed The Problem is currently defined as a Known Error. Once the wizard is finished it will no longer be tagged as such.

Additional information always needs to be provided to document the process. The provided text will be added to the Problem journal as well.

Example of a created journal entry.

Known Issues

This section is related to known issues with the solution or underlying functionality used.

Issue Cause Workaround

Missing label text

Missing lable text

Text added as Global String is not exported using Configuration Projects

Unknown Localization Resource

Manually add texts to the text literal 'value' using the layout designer.

Start with using the action 'Change Layout'.

clipboard_e42644dd7145f34c2a46c61e76a767154.png

Once the Layout Designer is loaded navigate to the text literal, remove the existing entry and add new localizable values as 'Global fields' and publish the dialog when you have finished. 

Add tag

EN: The Problem is currently not defined as Known Error. Once the wizard is finished it will be tagged as Known Error.

DE: Das Problem ist derzeit nicht als Known Error definiert. Sobald der Assistent beendet ist, wird es als Known Error markiert.

Remove tag

EN: The Problem is currently defined as Known Error. Once the wizard is finished it will no longer be tagged as such.

DE: Das Problem ist derzeit als Known Error definiert. Sobald der Assistent beendet ist, wird es nicht mehr als Known Error gekennzeichnet sein.

Textbox Control

EN: Please provide more information for documentation on Known Error handling.

DE: Bitte geben Sie weitere Informationen an um diese in der Known Error Bearbeitung zu dokumentieren.