TDX Known Issue Management: Work with Known Issue Requests

This article provides guidance for TeamDynamix (TDX) Agents on how to submit, track, and modify Known Issue Requests in the TDX platform.

In This Article:

• How to know if you have a Known Issue
• Submit New Known Issue Requests
• Track and Modify Submitted Known Issue Requests

How to Know if you have a Known Issue

A  Known Issue (KI) ticket can have children, you can think of it like a really slow Major Incident. Maybe it's a stubborn problem you can't quite resolve, or track to its root cause, but you have a workaround (or you're working on a workaround!).  When an Incident comes in and it relates to a KI ticket, that Incident can be attached, worked, and closed. It might give you more information to eventually solve the problem.

What is Known Issue For? 

• Known Issue is a place to put issues that may need work to find a root cause or to get a permanent solution. 
• Known Issue lets you track workarounds you may need to use multiple times. 
• Known Issue tracks Incidents and other related records that give data points that help identify a root cause. 
• Known Issue finds and fixes underlying issues to prevent Incidents. 

How is Known Issue different than Incident or Major Incident? 

• Something “broken” or out-of-service is an Incident. Incident resolution gets users back to a working state ASAP. A workaround might get a user into a working state again and resolve an Incident without addressing the underlying cause. 
• A Known Issue needs work to find and fix an underlying issue or Root Cause. An Incident may tell you there’s a Known Issue, but a Known Issue needs work after Incidents are resolved, to prevent future Incidents. 

What might indicate that I have a Known Issue? 

• If you use the phrase “I have a workaround for you.” You may have a Known Issue. 
• If you think “I wish my boss would pay attention, this keeps coming up.” You may have a Known Issue. 
• If you’re considering an “analysis Project” to figure out how to do a real Project, you may have a Known Issue. 
• If you remember getting the same kind of Incident twice before, it’s possible you have a Known Issue. 

Examples of Known Issues 

• Department has a model of projector used in many rooms that does not reset properly. Waiting on a vendor solution or determination to replace hardware. Workaround provided until Known Issue resolved.  
• The service desk receives incidents about how UNCTIM doesn’t work on mobile devices. The “Known Issue” answer is that mobile device support is not currently enabled for UNCTIM. Known Issue here feeds Demand Management, so we can keep track of how many times this impacts a user enough to report an incident. 
• Several thousand names have case or whitespace differences between PeopleSoft and the Directory, this causes issues turning up as Incidents. Root Cause analysis in progress. 
• Department has run out of space on storage.unc.edu. Workaround is for storage admins to delete snapshot back up data to make room several times a year. Root cause analysis shows that the department has data that has not been used in 5 years and that data needs to be managed. 
• Running a specific local application on user devices causes multiple issues with losing access to one type of connected storage. Root Cause unknown. 
•  Multiple Incidents from users reporting "untrusted" certificate when trying to access website. Investigation of the Known Issue showed Root Cause certificates sent by the server expired May 30, 2020. Known Issue resolved by replacing expired certificates with current certificates. 
• NAS drive will not map correctly using the normal DFS name for users in one department. Workaround to map via IP or specific NetApp share volume rather than DFS name, but this is not scalable/not desirable. Root Cause analysis in progress. 
• Some email users randomly receive bounce backs when sending to users who have dual accounts (campus and Hospital). Error is "Recipient not found by Exchange Legacy encapsulated email address lookup." Workaround is to remove the sender's autocomplete entry for the recipient. Root Cause analysis in progress. 

Submit New Known Issue Requests

Here’s how you can create a new Known Issue request:

1. Sign in to TD Work Management.
2. On the Home tab, from the drop-down below the Home icon, select Reference Dashboard for Agents.
3. In the Create New Ticket section of the dashboard, click +Known Issue.
4. Select the Known Issue option for the Type.

5. Fill out the rest of the fields as desired.

6.  Click the Save button at the top to submit the request.

Track and Modify Submitted Known Issue Requests

Known issue requests can be modified to make necessary corrections, such as adjusting dates, revising impact details, and more.

Here’s how you can view and update a known issue request to add or correct relevant information:

1. Sign in to TD Work Management.
2. Open the Tickets application.
3. In the left navigation menu, under the Tickets link, click Known Issues.
4. Click the Filter icon on the menu bar. A panel window will open on the right.
5. Scroll to the bottom of the panel and expand Custom Fields.
6. In the Add Filter field under Custom Field, enter KI-Type.
7. In the KI-Type text box, select the Known Issue option.

8. (Optional) Fill in other fields as needed, such as Requester.
9. At the top, click Apply to display results.
10. In the results list, Click the ID or Title of the known issue request to open it.
11. Click Edit to make changes.
12. After making changes, click Save at the top.