Simple definition
A Known Error Database records documented problems, their symptoms, and available workarounds for use during incident resolution.
Purpose and use
A KEDB, Known Error Database, collects known-error information so support can recognize and handle previously analyzed situations.
How does it work?
Records connect symptoms, scope, problems and available workarounds or resolutions; implementation depends on the selected tool and process.
Example and verification
Make the database useful by checking whether technicians can find the appropriate record from actual symptoms.
Points to watch
Unmaintained records can spread outdated workarounds. Similar messages do not eliminate the need to assess a genuinely different incident.
In short
Value comes from searchable, contextual and reviewed knowledge with clear update ownership.