Known errors
Known errors
A problem with a workaround is a known error. Known errors in the sidebar lists the ones you can see, searchable by words and narrowed by Service (the service or one of its offerings).
On a case, the side column suggests known errors that match the case's service or subject (quietly: nothing shows when nothing matches):
- Use workaround links the case to the problem and copies its For customers text, to paste in your reply.
- Not this hides it.
In the inbox and automations
The inbox's views show problems above the cases (see other kinds of work). Their counts add to the views' counts.
| View | Problems it shows |
|---|---|
| All open | The open ones |
| Assigned to me | Those you own |
| Unassigned | Those without an owner |
| Resolved and closed | The closed ones |
Automations can run on problems: when one is opened or moves on, or on a schedule, to tell someone, set the owner or the priority, or add a note.
Who sees a problem
Those who can see one of its units: the units of its incidents and cases, and any added by hand.
[!IMPORTANT] A confidential problem (a security vulnerability, say) is seen only by its owner, its team and the people added to it, even inside its units. Whoever makes it confidential stays on it, and its known error stays hidden from agents.