Search knowledge and match Known Errors
Staff Knowledge access; CI/environment context depends on the enabled configuration capabilities and permitted workflow.
Ordinary knowledge search helps find explanations and guidance. Known Error matching uses error-code and service/configuration context to surface documented issues that may help an investigation.
Before you start
Collect the symptom, exact error code and relevant Service. Where available, note the CI, environment and software version. Respect base visibility and publication rules when using or sharing results.
Steps
- Search Knowledge with useful keywords or a Service filter.
- For a specific error code, use the Known Error matching action in the supported incident/Knowledge workflow.
- Provide available Service, CI, environment or version context to improve relevance.
- Read each candidate article's symptoms, prerequisites, workaround and scope; confirm it fits the observed facts.
- Link useful articles to the operational record through the available References action and record what was tried.
- In staff views, use Relevant to me to find published guidance associated with services supported by your teams.
Expected result
Reusable guidance stays connected to the incident or investigation, with a recorded explanation of how it applies.
Known Errors from Problems
A Problem with a confirmed root cause or available workaround can publish Known Error information into Knowledge. The article can support later incident handling while a permanent correction proceeds through a separate Change.
Relevance is not visibility
Applicability adds relevance signals; it does not turn a public article into a staff-only one. An exact error-code match is useful evidence, not proof of causation. Do not assume a version field is a fully validated compatibility rule: check the stated scope.
Important behaviour
General Knowledge browsing and Relevant to me exclude Service Desk Instructions. Use AgentHub's dedicated instruction interface for controlled contact procedures. Matching a Known Error does not automatically execute a workaround, resolve an Incident or confirm a technical root cause.