Learn how to succeed in your role as a service desk agent.
How to document known errors in a Confluence knowledge base
It is recommended that you create a restricted section of you Confluence knowledge base that contains known error records. Agents can then quickly find and execute workarounds for future incidents. This provides the benefits of:
restoring services quickly
reducing duplicate efforts
avoiding unapproved or dangerous workarounds
Known error records define the problem and its root cause. These records capture any known symptoms of the incidents involved. They detail workarounds and their status (temporary or permanent).
Was this helpful?