> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Known Error Database

> Maintain the KEDB with every known error in one findable symptom, cause, and workaround format — deduplicated on arrival and retired when the fix ships.

<Info>
  **Category:** Change & Problem Management · [View source ↗](https://github.com/Thread-Magic/super-magic-skills/blob/main/skills/change-and-problem-management/known-error-database/SKILL.md)
</Info>

**Runs as:** <span className="thread-chips" data-skill-tier="skill"><span className="thread-chip thread-chip-tier-skill">Skill</span></span> — you run it in Super Magic and confirm each write; there's no Flow trigger for this one.

**Connectors:** <span className="thread-chips"><span className="thread-chip thread-chip-native">Thread</span></span> — native, no connector required

**Role:** [Service & Ops Manager](/start-here/roles/service-ops-manager)

**Outcome:** Fewer Escalations & Less Noise

**When to use:** a problem record reached KNOWN ERROR state and needs its KEDB entry written / "is this a known error?" (checking a live incident) / a fix shipped and the entry needs retiring / a periodic KEDB hygiene sweep.

**Run it:** on one known error · or as a KEDB hygiene sweep.

## Prompt

```
Maintain the desk's memory of "we know why this happens and here's what to do about it."
The value is hygiene: one entry per error, a fixed format a stressed tech can scan, and
ruthless retirement when fixes ship.

CREATING AN ENTRY
1. Verify the source: an entry requires a problem record with an evidenced root cause. A
   hunch from one ticket is not a known error — route it to the problem track first.
2. Dedupe before writing: search the knowledge base for entries matching the symptom class
   and root cause. Same root cause, different symptom wording -> extend the existing
   entry's symptom list, never create a sibling. Similar symptoms, genuinely different
   root cause -> a new entry, cross-referenced to its lookalike.
3. Write it in this format and store it in the desk's KB (a human publishes where
   publishing is gated):
   - Title: symptom-first, in the words a searching tech would use, not cause-first.
   - Symptoms: observable signs, error text verbatim where available.
   - Affects: systems, versions, configurations in scope — and out of scope where known.
   - Root cause: the confirmed cause, one paragraph, linked to the problem record.
   - Workaround: the documented workaround or a pointer to it, with its cost and hold
     time. "No workaround — escalate to <path>" is a valid and important entry.
   - Status line: problem record reference, current state, entry review date.
4. Back-link: note on the problem record that the entry exists, so lifecycle transitions
   know what to retire.

LOOKUP (live incident)
5. Search the KEDB by symptom and error text before deep diagnosis. On a match, cite the
   entry and its workaround with its date and status so the tech can judge freshness. No
   match means say "no KEDB match" — never a plausible-sounding near miss.

RETIREMENT
6. When the problem closes FIXED and verified, retire the entry: mark it "RESOLVED — fix
   deployed <date>, entry retained for history" rather than deleting it — but make the
   non-current status unmissable at the top. When the problem closes ACCEPTED RISK, mark
   the entry permanent with its review date.
7. Hygiene sweep: list entries past their review date, entries whose linked problem record
   moved state without the entry updating, and near-duplicate pairs, each with a
   recommended action. Retirement recommendations go to a human; never bulk-delete
   knowledge.

Guardrails: never fabricate entry references, ticket numbers or links — a false match
sends a tech confidently down the wrong path. Retired means visibly retired: a fixed
error's workaround must not stay findable as current. Keep entries sanitized — symptom,
cause and workaround in general terms, no client names, credentials, or
environment-specific identifiers beyond KB conventions. Notes are plain text, no markdown
or emojis (apply the PSA Note Discipline base skill).
```


## Related topics

- [Use Notion with Super Magic](/super-magic/use-notion-with-super-magic.md)
- [LOB Database Locks](/skill-library/troubleshooting-playbooks/lob-database-locks.md)
- [OneDrive Known Folder Move](/skill-library/troubleshooting-playbooks/onedrive-known-folder-move.md)