How MSPs Can Build a “Known Workaround” Catalog for Quicker Issue Resolution. Reinventing the wheel for every VPN dropout or print failure kills your MSP's productivity. Let's explore how building a workaround catalog can save your technicians hours of repetitive troubleshooting. Before we begin, be sure to subscribe to NinjaOne's IT video hub and our YouTube channel for more tech content like this. Understanding the Workaround Catalog Framework. A workaround catalog is a central repository for recurring technical issues and their temporary fixes. Instead of relying on tribal knowledge, this framework converts ad-hoc troubleshooting into a shared, searchable knowledge base. It shifts your MSP from reactive firefighting to a repeatable, knowledge-driven process, empowering every technician to resolve persistent quirks faster and with significantly less frustration. Building Your Tag Taxonomy and Naming Conventions. Success begins with a clear, collaborative structure that makes data retrieval instantaneous for your team. Centralize storage: Use platforms like Google Sheets, Confluence, or NinjaOne Documentation for shared access. Define columns: Organize by Bug ID, environment context, symptoms, and the specific workaround. Simplify IDs: Use short, sequential identifiers like BUG-001 to avoid confusing your technicians. Prioritize searchability: Ensure the format allows for quick filtering by symptoms or environment during live calls. Form-Based Inputs and SOP Categorization. Eliminating friction in the documentation process is the only way to ensure high technician contribution rates. Use form-based entry: Deploy simple forms so techs can log fixes in seconds without manual spreadsheet editing. Standardize tags: Apply consistent labels like VPN, Print, or Windows 11 to keep your SOP categories organized and improve searchability. Link to tickets: Reference Bug IDs in your service desk notes to create a traceable history of the issue. Automate workflows: Use Google Forms, scripts, or service desk add-ons. Validating and Auditing for Longevity. A workaround catalog is only valuable if the data inside it remains accurate and applicable to current systems. Schedule quarterly audits: Regularly re-verify that fixes still work with the latest OS patches and updates. Prune obsolete data: Remove entries for retired software or bugs that have received permanent vendor patches. Consolidate duplicates: Merge similar entries to keep the database lean and prevent search clutter. Monitor reliability: Use visual cues like color-coding (for example, green for verified, yellow for pending review, and red for obsolete) so technicians can quickly assess the reliability of a workaround. Building a workaround catalog—similar to an ITIL Known Error Database (KEDB)—transforms your support desk into a more efficient, knowledge-driven operation. Standardizing how you capture and store fixes ensures your MSP scales effectively while maintaining service excellence. For more information, check out our official blog post on How MSPs Can Build a “Known Workaround” Catalog for Quicker Issue Resolution, linked in the description below.