Document the root cause

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:

1. Click Problem Management > Search Problems.

2. Use search or advanced search to find one or more records.

3. Select the record to be updated.
4. Select the Investigation and Resolution tab.
5. In the Root Cause field, type the root cause information.
6. In the Expected Root Cause Identified Date field, select a target identification date.
7. In the Activities tab, click the New Update Type field list and select the applicable update type.
8. In the New Update field, type notes to include your current activity update.
9. Click Save & Exit.

Related topics

Phase 2: Categorization
Assign a Problem Management task
Close a problem task
Document the workaround
Investigate and diagnose a Problem Management task
Open a known error
Test the workaround