We are trying to gain an understanding how known errors work in Service Desk Plus. There does not appear to be a lot of functionality around known errors and the ITIL Known Errors Database (KEDB).

What we are hoping to do is - as soon as a problem ticket is raised, it would appear on a Known Errors Database so that customers can search on errors before raising a new incident. These known errors would get updated periodically (during investigation) to include a workaround or, occasionally, a note that the known error will never get a permanent fix. If a permanent solution is identified for a known error, it would then get removed from the Known Errors Database as it is no longer a known error.

It does not appear Service Desk Plus can provide this. The "Mark as Known Error" option on a problem does not appear to do anything either.

How do others use known errors in Service Desk Plus? How do you manage a Known Errors Database?

Thanks in advance for any advice or ideas,

Daniel Comley