Problem RCA

Role: Problem Support

Reference user: -REF-PRS

Process: Analyzing Problem cause

A ticket that has been confirmed (i.e. not declined) can be further processed. When the analysis of the problem cause is finished, the error process starts.

1. The confirmed Problem ticket is found in the Problem-Groups catalog. It needs to be accepted by calling the Work on action (problem catalog right-click menu or editor button).
2. With the Problem ticket now opened in the editor, two courses of action are available:
   • Click Assign for Analyze to forward the ticket for further investigation (analysis) by another support group.
   • Click Root Cause Analyze to actively proceed with finding the Problem root cause. Status of the Problem changes to 'Root Cause Analyze' and a new set of actions becomes available (actions related to root cause and solution finding).
   • If necessary, create (one or more) activities to delegate a special work to different Support Groups for analysis and investigation.