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From incident to knowledgebase

QC

What is necessary that an incident "makes it" to the knowledgebase? Just these days I had a recurring problem with SUM

[E4026][Payload-SDDM][3.34][1603] Failed to self-update from payload 'Payload-SDDM', version 3.34, because the installer returned failure.  Error code: 1603

and I already knew what to do and it was easily resolved. Since support answered within a very short time without requesting additional information the problem was obviously already known. Since the proposed solution did not "fit" exactly an additional exchange was required but then it worked.

The explanation I got from support included the words in most cases and this suggests at least three (four counting mine). Today I tried without success to find an article. I don't think this problem is that uncommon - but how can I know? Or are there other reasons that no article is written? For those with access to the incident database:  #1448060

Christian

:398


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    Here's another one. For incident #1351931 a defect has been raised. I don't know if the described problem has an impact (other than causing a failure security event) - nevertheless customers might search for it so I think a knowledgebase article might be appropriate (unless it will be fixed RSN)

    Christian

    :548
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