Start by adding basic information about the error that your ITSM team needs to quickly access. Paste a link to the known error’s ticket and update its status in the template. You should also add links to tickets related to the known error for context. Your team will then have everything they need when it’s time to brainstorm and implement permanent solutions.

Now that you’ve customized the template with links and updated status information, you’re ready to go into detail about the known error. Start by adding a summary so that team members using the template can quickly understand what the error's about. Then provide in-depth information about the error’s causes, how it was discovered, and how it impacted services and users. Make sure to include enough information so that your ITSM team can reproduce the error.

Continue adding information about the known error by explaining how your ITSM has responded to it so far. Start by describing the workarounds your team uses to continue working while the error is active. Then detail the solutions in progress that will permanently fix the error.