Using a Workaround
Let’s assume that William Hoyer, the requester of request #704610, has informed you that he is still able to fill out a new expense report, but when he clicks on the Submit button, nothing happens. This confirms Tom’s suspicion. He knows that this means that other users will be confronted with the same issue when they try to submit a new expense report.
Open request #704610 in Edit mode. The Expense Reporting Production service instance will already be selected in the SHB (on the right side of your screen). Notice that a few known errors are listed for the Expense Reporting service. These are open problems (typically bugs) for which a workaround has already been specified.
Apply the appropriate known error to the request.
Question:
What are the four things that changed in the request after you applied the known error?
1). Problem # 221 was selected in the Problem field of the request.
2). The workaround of problem #221 was filled out in the Note field of the request.
3). The Impact field of the request was set to “Top – Service Down for Several Users”, because the Impact field of problem #221 is set to “Top – Brings Service Down for Several Users”.
4). Because the impact was changed to “Top”, the Downtime start and the Downtime end fields became available on the request form to allow the specialist to specify when the outage started and when it ended.
Continue
Tom will now implement the workaround. Set the status back to “In Progress” and save the request. This ensures that when the requester or a service desk analyst looks up the request he/she will see that it is currently being worked on.
The following video provides an overview of the exercise: