How MSPs Can Build a “Known Workaround” Catalog for Quicker Issue Resolution

No matter how well you configure your Windows device, persistent quirks, such as VPN dropouts or remote print failures, may still appear across client environments. Without a central record or database, IT technicians can waste significant time reinventing fixes or applying inconsistent solutions.

That’s where a workaround catalog can prove helpful. By organizing solutions into structured SOP categories, MSPs can convert ad-hoc troubleshooting into a shared, searchable knowledge base. This framework empowers every technician to resolve issues faster, more consistently, and with less frustration.

At a glance:

• What is a workaround catalog? It’s a central repository that stores recurring technical issues and their temporary fixes.
• Workaround catalog boosts efficiency: Technicians can avoid wasting time reinventing solutions for common problems.
• Why SOP categories matter: Organizing entries into clear categories improves searchability and consistency.
• Easy capture methods: Using simple forms ensures technicians log fixes quickly as part of their workflow.
• Regularly review workaround catalogs: Regular audits keep the catalog accurate, reliable, and worth using.

📌 Prerequisites:

Before you begin, make sure you have:

• A shared documentation platform: This could be a cloud spreadsheet (Google Sheets, Excel Online), a documentation tool (Confluence, Notion), or an IT documentation system like NinjaOne Documentation.
• Agreement on catalog structure and ownership: Decide upfront how entries will be organized (columns, tags, Bug ID format) and who will maintain the catalog. Ideally, a senior technician should oversee structure, naming standards, and periodic clean-up.
• A capture method: Make it simple for technicians to add new entries. A Google Form tied to a Sheet is an easy option, but if your team prefers scripts, PowerShell, or internal forms, they can work just as well.
• A review cadence: Set a regular review rhythm (such as quarterly audits). During reviews, confirm that workarounds still apply, remove duplicates, and flag fixes that have become permanent. Over time, this process makes your catalog more reliable and trustworthy.

Step 1: Set up a simple tabular workaround catalog

Start with a clear, structured table. A spreadsheet format works well because it’s flexible, easy to edit, and familiar to most techs. Here’s an example:

This format resembles an ITIL Known Error Database (KEDB). By capturing the environment, symptoms, and workarounds, you make it easier for anyone in your team to quickly identify recurring issues and apply fixes consistently.

💡 Tip: Keep your Bug IDs short and sequential (e.g., BUG-001, BUG-002). Complex numbering systems can confuse your IT techs.

Step 2: Store in a collaborative, searchable format

A spreadsheet is great for simplicity, but as your entries grow, you may want a platform with stronger search and linking features.

We recommend:

• Google Sheets/Excel online: These free options are fast, easy to set up, and suitable for small to mid-sized teams.
• Confluence/internal wiki: These options are better for larger teams where search, permissions, and links between documents matter.
• IT Glue or similar ITSM tools: These tools are designed for MSP documentation, often already integrated into workflows. If you want more suggestions, check out our guide on the 10 Best ITSM Tools in 2025.

💡 Tip: Always test your catalog’s searchability. Try looking up entries by symptom, environment, or tag to see how easy it is to retrieve results.

Step 3: Capture workarounds using form-based input

The biggest challenge with any knowledge base is actually getting people to contribute. If technicians have to open a spreadsheet, hunt for the right row, and type in details, they’ll skip it, especially when they’re juggling multiple tickets.

That’s why using a simple form is such a game-changer. Instead of editing the catalog directly, techs just answer a few quick questions, and the system takes care of the rest.

Here’s how it works in practice:

1. A technician fixes a recurring problem. For example, a VPN that drops after a few minutes.
2. Before closing the ticket, they fill out a short form with fields like:
   • Environment (e.g., Windows 11 + Cisco VPN client v2.5)
   • Symptoms (e.g., VPN disconnects after being idle)
   • Workaround (e.g., disable NIC power save)
   • Tags ([VPN], [Windows 11])
3. As soon as they submit, the form automatically creates a new row in your catalog.

Tool options for capturing entries

• Google Forms + Sheets: As described in the previous step, these options are typically preferred at the beginning because they are free. Each form submission becomes a new row in your shared catalog spreadsheet.
• Service desk add-ons: Some ticketing systems (like Zendesk, Autotask, or ConnectWise) let you build forms that push directly into your knowledge base.
• Scripts: You can automate prompts with PowerShell or Python so that after a ticket is closed, the tech is asked to enter workaround details.

Using form-based input (or a template) reduces friction because technicians don’t have to worry about formatting or where to put information; they just fill in the blanks. This not only enforces consistency (since every entry is captured in the same structure and order), but also significantly reduces human error.

Step 4: Incorporate incident linking during ticket closure

When you close a ticket, it’s highly recommended that you add a quick note that ties the incident back to the catalog, such as: “Workaround logged as BUG-002 in catalog.” This creates a clear link between live tickets and your shared knowledge base.

This habit not only reinforces the idea that documentation is part of the support workflow but also builds a history of recurring issues and their fixes. By linking tickets to Bug IDs, you make reporting easier and show how much value the catalog adds over time.

Step 5: Tag and categorize for fast lookup

Add a Tags column to your catalog so technicians can filter and search quickly. Keep your tags short, clear, and consistent. For example:

• [VPN] for connection issues
• [Citrix] for remote app errors
• [Print] for driver quirks
• [Windows 11] for OS-specific bugs

This step simplifies your search function. Think about it this way: When an IT tech is under pressure, they don’t have time to scroll through dozens of entries. Consistent tags and SOP categories make your catalog far more searchable and reduce wasted time.

💡 Tip: Create and share a master tag list with your team. This prevents duplicates like [VPN] vs. [VPN Issue], which can break searches. Update the list during quarterly reviews so tags evolve with your environment.

Step 6: Audit and validate regularly

The “last” step is an ongoing one. Keep in mind that your known error knowledge base should be a living resource. It is good practice to schedule quarterly reviews to:

• Re-verify workarounds still function with the latest OS, patches, or app versions.
• Remove obsolete entries that no longer apply.
• Consolidate duplicates so similar issues live under one Bug ID.
• Update notes and tags to reflect new environments or terminology.

Best practices summary

Automation touchpoint example

Here’s a practical setup using Google Forms + Sheets:

1. A technician resolves an issue (for example, a Citrix client crashing on login).
2. They submit a Google form with environment, symptoms, workaround, and tags.
3. The form entry auto-adds to the shared sheet with a new Bug ID.
4. Other technicians reference the sheet during future tickets, searching by tags or symptoms.
5. Quarterly, the KB custodian reviews the sheet to prune duplicates, update tags, and verify solutions.

💡 Tip: Use conditional formatting or simple color-coding in the Sheet (e.g., green for verified, yellow for pending review, red for obsolete). This gives technicians instant visual cues about the reliability of each entry.

How you can use NinjaOne for SOP categories

While NinjaOne doesn’t include a built-in workaround catalog, you can still use the trusted endpoint management platform in your workflows.

Here are a few suggestions:

• Embed catalog links: Add a direct link to your workaround catalog (Google Sheet, Confluence page, etc.) in NinjaOne’s documentation fields so technicians can jump to it without leaving the console. Read our guide, Understanding the importance of documentation for effective IT management, for more information.
• Use custom fields: Create a “Workaround ID” field in your incident/ticket forms. This makes it easy to tag tickets with Bug IDs and link them back to catalog entries.
• Reference workarounds in scripts or alerts: When building automation scripts or configuring alerts, include catalog notes or Bug IDs in descriptions. This helps techs connect alerts with known issues faster.
• Report on catalog usage: Track the number of tickets resolved using documented workarounds. This will show management (and clients) the ROI of maintaining the catalog.

Build KEDB for quicker issue resolution

A known error knowledge base transforms MSP support from reactive firefighting into a repeatable, knowledge-driven process. By documenting fixes, storing them in a shared and searchable format, and reinforcing usage through ticketing, your team builds a reliable resource that grows more valuable over time.

Related topics:

• Enhancing Efficiency Through IT Workflow Automation 
• IT Service Delivery: What It Is and Key Components
• Service Excellence: The Competitive Edge MSPs Need in 2025
• How to Increase Your Organization’s IT Efficiency