Manage problems and the KEDB
Problems group recurring incidents to investigate and eliminate the root cause. The KEDB collects known errors with a documented workaround — a reference for the team until the root cause is eliminated.
The problem lifecycle
| Status | What it means |
|---|---|
Em investigação (Under investigation) | The root cause is still being determined. |
Causa raiz identificada (Root cause identified) | The origin of the incidents was found. A fix is under way. |
Erro conhecido (Known error) | The root cause is known and a workaround is documented. The problem enters the KEDB. |
Resolvido (Resolved) | The root cause has been eliminated. |
Fechado (Closed) | The problem is closed — no longer generating new incidents. |
The KEDB is a tab, not a separate module
The KEDB is the KEDB tab on the Problemas (Problems) page. Every problem in the Erro conhecido status appears there automatically.
Create a problem
- 1
Open `Problemas` (Problems) in the Closure sidebar and click `Novo problema` (New problem).
The
Criar problema(Create problem) window opens. Only technicians and supervisors can access the page. - 2
Give it a `Título` (Title) and describe the pattern.
In
Descrição(Description), explain what kinds of incidents repeat and under what conditions. - 3
Set the `Severidade` (Severity) and `Responsáveis` (Assignees).
Raise severity when the root cause affects a critical service. Assignees are the technicians in charge of the investigation.
- 4
Click `Criar` (Create).
resultThe problem opens with code PRB-N and status Em investigação (Under investigation).
Document the investigation
In the problem detail, fill in the fields as the investigation progresses — and change the Status to reflect the current stage.
| Field | When to fill in |
|---|---|
Causa raiz (Root cause) | As soon as the origin of the incidents is identified. Move the status to Causa raiz identificada (Root cause identified). |
Solução de contorno (Workaround) | When there is a way to mitigate the impact while the fix is on its way. Required to move to Erro conhecido (Known error). |
Known error requires a workaround
The Solução de contorno field must be filled in to move the problem to Erro conhecido — a known error without a workaround doesn't help the team.
Click Salvar alterações (Save changes) to confirm.
Link tickets to the problem
On the problem page, the Chamados vinculados (Linked tickets) section lists the incidents caused by it. Click Vincular chamado (Link ticket), search by code or title, and select. To unlink, click ×.
You can also start from the ticket: the Problemas relacionados (Related problems) section in the ticket sidebar has a + to link the corresponding problem.
Consult the KEDB
- 1
Open `Problemas` and click the `KEDB` tab.
All known errors with a documented workaround appear here.
- 2
Click the problem to read the workaround.
The
Solução de contorno(Workaround) field in the problem detail shows how to mitigate the impact until the root cause is eliminated.