Probable Root Cause Analysis (RCA) shows irrelevant changes

[Henrik Jutterst]

Background

We are trying out SOW and RCA on Alerts and our direct feeling is that suggested changes are not that accurate as desired.

For instance, we see two Application Services that are not related to the Alert in any way. But as I read from Docs in the link below, RCA is not that smart. Instead it just lists the first 5 changes that match this criteria related to "Link #1"

Question

Are there only these 5+1 settings that we can change in order to do a decent RCA? 😞

Link #1
https://docs.servicenow.com/bundle/xanadu-it-operations-management/page/product/event-management/tas...

[Mark Manders]

Unfortunately, at this moment it's the only settings available. It does sound very strange that you get two application services unrelated to the ci of the alert. I would log a case with NowSupport to request an analysis on it, because there is no relation. Unless it has some desire to always show 5, your CI only had 3 and these two were the most recent changes, or something like that. I am not sure the code is available to put better logic into it to make it smarter.

[Henrik Jutterst]

Hi Mark and thanks for your comment.

I actually logged a case to Support before writing here, but they said that these are the only settings for RCA.

To me, I loose faith in RCA then and see it more as a quick filter of recent change requests 😞

I was at least hoping for Changes related to the Application Service that was impacted. So for me the RCA is a 👎

[Mark Manders]

Did you also ask if there is any backlog they are working on to make it better? Because I think, looking at this (I haven't worked with it yet, just read the docs and did some quick checking), we can do better ourselves.

[Henrik Jutterst]

No, I did not ask that, but I could assume the answer to be something like; ServiceNow is continuesly working on improving the product in future releases.