Words and Phrases
Document the root cause
Part of Workflow(s):
Problem Management: Investigation
Applies to User Roles:
Problem Coordinator
Problem Manager
When a root cause has been identified for a problem record, you can document the root cause in the problem record and add other necessary and helpful information.
To document the root cause of a problem, follow these steps:
- Click Problem Management > Search Problems.
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Use search or advanced search to find one or more records.
- Select the record to be updated.
- Select the Investigation and Resolution tab.
- In the Root Cause field, type the root cause information.
- In the Expected Root Cause Identified Date field, select a target identification date.
- In the Activities tab, click the New Update Type field list and select the applicable update type.
- In the New Update field, type notes to include your current activity update.
- Click Save & Exit.