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Document known errors in your knowledge base

Known error records define the problem and its root cause. These records capture any known symptoms of the incidents involved and detail workarounds and their status (temporary or permanent).

To document known errors, you can create a set of articles in your knowledge base and restrict it to your team. Learn how to restrict access to knowledge base articles.

This will help agents:

  • find and execute workarounds quickly as and when incidents and errors occur

  • reduce duplicate efforts for your team

  • avoid unapproved or dangerous workarounds


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