What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
When a Root Cause and a Workaround are identified for a problem, the quickest known resolution is to publish the workaround. This action documents a solution that can be immediately implemented to mitigate the problem, reducing downtime and preventing its recurrence until a permanent fix is found. Documenting a Known Error, while important for long-term resolution, typically involves additional steps and approvals that can delay the immediate application of the workaround.
A Publish Workaround For Documenting Knowen error is also another way but it will take some time to approve before publishing. The question is about the quickest way.
FYI - The UI action is "Communicate Workaround". So "Publish Workaround" does not exist. Also, the "Known Error Article" contains the "Workaround"... servicenow.read.inkling.com IT Service Management (ITSM) Implementation On Demand Module 6.3 Problem Management Page: Create Known Error Article Answer is B Always follow best practice and dont let the word, "quickest" throw you off.
Correct
think also A is correct. B does work but is not the quickest way.
Def B - it's not asking for the quickest way to documet, it;s the quickest knowwn resolution, so that would be to documeent a known error.
I don't see where Communicate Workaround requires a known Root Cause. I think this one is B.
A based on the Vancouver edition
The related link is named "Communicate Workaround, not "Publish Workaround". The Answer is B
Publish workaround is the quickest
A is correct.
A - The "quickest" is Publish Workaround
Is there a publish workaround option? Communicating the workaround does not sound like "documenting" the workaround. I think that quick here refers to a quick temporary fix that does not need to wait for a change. B
The answer is A (then you would do B). Confirmed by two CMAs. "We publish a KB as a workaround for the known issue. Then, we publish the root cause, and known issue with the fix pointing to a future release and the stopgap as the work around."
I've checked the official ServiceNow documentation, and it confirms that the correct answer is B. Document a Known Error. This process involves creating a Known Error article from a problem, which documents both the root cause and the workaround. This ensures that the quickest known resolution is recorded and can be referenced for future incidents.
The answer is A. Discussion is over. This question is about using Comunicate Workaround relatad link to notice all related Incident requester after inputing workaround and cause note of Analisys information in Probrem Record. Document a Known error is to slow compared to this way. https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/problem-management/task/communicate-workaround.html
When a root cause and a workaround are identified for a problem, the next step is typically to document a Known Error in the system. A Known Error includes the Root Cause of the issue and the Workaround, providing a quick reference for resolving the issue if it occurs again.