Known-Errors & OTRS

[apatel0]

Hello, I'm focusing on problem management and need to keep track of known-errors. How does OTRS handle the logging of known-errors. I would think it's a database of known-errors and workarounds, no?

[jojo]

You should use the FAQ module for this and create the needed categories

[apatel0]

Thanks JoJo, is this also the recommended use for handling defects?

[jojo]

what kind of defects?

[apatel0]

Sorry that I wasn't clear in what I was asking. My manager was asking for a means to track known defects so I was wondering if the FAQ is generally used for something like that as well.

[jojo]

defect of a certain piece of hardware? for this you should use the configuration management module

[apatel0]

We were thinking of a defect as more of a software defect.