Known Error Template
Last updated
Last updated
The Known Error article template allows you to share information about a known error, that does NOT have a solution, but has a known root cause. This article is simply informative, and describes what the error is and what caused it.
Here's an example of how a completed Known Error article looks:
Known Error articles are a common way to deliver information, but it's important to know when it is appropriate to use this format.
You should create a Known Error article to:
Deliver information about an issue that has been identified by the department as an issue
You should not use a Known Error article to:
Deliver resolutions to the issue. If solution is available, please use the Known Issue Template.
The Known Error article template gives you three pre-set sections in your article:
Description
Workaround
Cause
These three sections have predefined headings. This means that each section will have their corresponding headings applied by default. You do NOT need to create these headings. You will be able to view the headings after you've published your article.
Reference the image below to see the headings that are automatically applied. Select the image to magnify.
Because headings are applied automatically as H3 Heading elements, you will need to use the H4 headings if you decide to add a child heading to each of the corresponding sections.
You can support your article with a related articles section. This may help your customer answer another question they may have similar to that topic. This section needs to be manually added at the end of the "Cause" section when creating the document. See example below. Select the image to magnify:
To add images to your article, you may either copy and paste the images in text field, or you can select the insert image tab and upload an image from your computer.
The example below showcases the correct implementation of a Known Error article. It includes the following components: a description, a workaround, a cause and an optional related article section. All unrelated information to the question, but related to the topic is linked below the article. Select the image to magnify:
The example below includes an example of a Known Error article used incorrectly. This is incorrect because it states the error, but has no information on what the root cause is. There is also no workaround included. Select the image to magnify:
Type “knowledge” in the filter navigator on the left hand side and press enter.
After the “Knowledge Bases” screen loads, click the “Create an Article” button on the top right.
First select the knowledge base that you want your article to be stored in. Then, select the article template that you want. This will populate a preview of that template with sample text. If it is representative of way you want to deliver the information, click next. If not, select another template that may be more representative.
Fill out information to properly categorize your article. In the short description field, enter a brief description of the content of the article. Describe in twelve words or less. This will be the title of your article.
The description section should include a description of the current error. The word “Description” will be shown as a heading, h3 (represented by the blue).
The workaround section should include any temporary actions the user should take while the service is down. The word “Workaround” will be shown as a heading, h3 (represented by the blue).
Cause
The cause section should include an explanation of the what the root cause of the error is. The word “Cause” will be shown as a heading, h3 (represented by the blue)
Below the answer, manually enter "Related Article" and then tag the link to the title of the related article.
Enter in words that are helpful for individuals who might benefit from the document: (e.g. print, printing, ink)
Select the “Save” button to save your knowledge article. Then select the “Publish” button to publish your article to the KB article destination that you selected.
Review your article after you publish it to make sure the information is displayed correctly.
