Handle knowledge incidents
Who can do this:Knowledge managerExpert / verifierOrganisation administrator
Transcript
- Knowledge incidents collect the answers that were wrong, outdated, for the wrong machine or unsafe. Safety incidents come first.
- Open an incident to see the question, the answer and the technician's feedback.
- Cited knowledge lists what the answer relied on. Mark the item that caused the mistake.
- Record the correction. In the same step, ServLore can dispute or withdraw the causing item.
- The incident is closed, and the disputed item goes back to the verification queue.
A knowledge incident is a report that an answer was wrong. It opens by itself when a technician rates an answer as incorrect, outdated, for the wrong machine or unsafe, or by hand with Flag incorrect guidance. Unsafe answers open safety incidents, which are always listed first.
Step by step
Section titled “Step by step”- Open Knowledge incidents and choose an incident.
- Question and answer shows what was asked, what the assistant answered and the evidence it cited. Technician feedback shows the rating and comment.
- Cited knowledge lists the items and sources the answer relied on, and how many other answers rely on them too. Choose Set as cause on the one that caused the mistake. The incident becomes Investigating; keep notes under Investigation.
- Under Corrective action, describe what was corrected and choose an Action: record only, dispute or withdraw the causing item, or reject the causing source.
- Choose Mark as corrected. If the answer was right after all, choose Dismiss.
Good to know
Section titled “Good to know”- Disputing the causing item sends it back to verification; withdrawing it takes it out of use.
- Corrected and dismissed incidents stay on record, and safety incidents appear in the governance record.