The Problem settings screen (menu Problems › Problem settings) holds two settings: the knowledge base that receives known errors, and the trend detection threshold. It is reserved for administrators. Click Save to apply both cards: Settings saved.
Known error database (KEDB)
When a problem is declared a known error, Portail ZAPP publishes an article in the "Known errors" category of a knowledge base; agents see it suggested on similar tickets. Choose this base in the Knowledge base list (only active bases are offered).
- None (known errors not published) is the default choice. Known errors are then saved on the problem, without an article: the problem page says so, and publishing can be retried from the problem page once the base is chosen.
- Prefer an internal base: its articles describe your incidents. A warning appears if the chosen base is public (This base is public: known errors would be visible outside the organization.) or open to all signed-in users, requesters included.
- Suggestions made to agents honour the base's read rights. Once the base is chosen, the Base permissions link opens its rights: grant read access to the Service Desk agents and Problem managers groups.
- Without the Knowledge base module, the card shows The Knowledge base module is not active: the KEDB is not available.
Trend detection
An alert is offered to Problem managers when the same category or CI exceeds a number of incidents over a period, with no open problem covering them. Set:
- Threshold (incidents): from 2 to 1,000 (5 by default);
- Period (days): from 1 to 90 (7 by default).
A value outside these bounds is refused with Threshold from 2 to 1,000 incidents, period from 1 to 90 days. and nothing is saved. Alerts are reviewed in Problems › Trends; without the Service Desk module, no trend is calculated.
See also
- "Managing a problem": known errors, KEDB and trends.
- "Tune the problem AI assistant": the AI assistant instructions button at the bottom of this screen.