Known Error Database (KEDB)
AI-maintained knowledge base of known errors and proven resolutions
The Known Error Database (KEDB) is a living repository of resolved issues, root causes, and proven workarounds. Unlike traditional knowledge bases that require manual curation, the KEDB is continuously enriched by AI that identifies patterns across resolved tickets.
When a new ticket arrives, the AI cross-references it against the KEDB, surfacing matching solutions with confidence scores. Technicians can apply known fixes with one click, dramatically reducing resolution time for recurring issues.
The system also identifies emerging error patterns — grouping similar incidents that may represent a new known error, prompting your team to document root causes before they become widespread.
How It Works
Capture
AI analyzes resolved tickets to identify recurring patterns and their successful resolutions.
Catalog
Known errors are documented with root cause, symptoms, workaround, and permanent fix details.
Match
New tickets are cross-referenced against the KEDB for instant solution suggestions.
Evolve
The KEDB self-updates as new resolutions are confirmed and patterns change.
AI Capabilities
Pattern detection across tickets
Solution matching with confidence scores
Auto-documentation of resolutions
Emerging error identification
Human-in-the-Loop Checkpoints
- Approval for new known error entries
- Review of auto-generated resolutions
- Root cause validation
Key Metrics
Connected Process Areas
This process area integrates with related capabilities across the platform.
See Known Error Database (KEDB) in Action
Experience AI-powered service desk automation — from insight to action in a single platform.