How do you create and use a known error database in jira-confluence

[tommas84]

Hi All!

I would like to create a known issue database related to ITIL. Im curious how do you do this? With a confluence page, or you handle/create issues and mark them as known error? If yes, how?
Please help to find the best way to it.

[anthony_butler]

I would also like to know how other people have done this. I'm sure other people have implemented this and I would like to see what you have done and the benefits of this. We are just starting to need this now and I'd hate to try and reinvent the wheel. Can someone please help?

[Jack Caesar]

Hi @anthony_butler and @tommas84 - did either of you have any luck on this? Do you use confluence, or another tool? Would live to hear your experiences!

Cheers

[Jonathan Rodriguez]

I'm in the same situation, needing to create an KEDB, the idea I currently have is (if we need to reinvent the wheel) to create lables around those tickets having repeated alerts/incidents.

If we create lables such as "known error", we can create some dashboard or queries (JQL) to extract all of those who have such label and maybe the name of the product in question. So when you run a query, you could query something like:

"Give me all Jira tickets/type where label is "known error" and product is "ProductA/B/C"

That way, your users will have a list of all of those in that situation. That's the idea I can come up with I guess.

What do you think? is there a better way? or could you improve my idea?

[Bernd Gurn]

I am also interested in a good solution. Our approach: create a known error issuetype and use together with an incident and problem issuetype. But how to define a security / visibility concept to differ known error tickets as only for internal and some for external access?

Thanks for some feedback.

Regards, BeGu