What do most companies use for Root Cause Code choices listed in Problem Module? More than five choices offered?

[cathyb]

What do most companies use for Root Cause Code choices listed in Problem Module? More than five choices offered?

[mike_bush · Accepted solution]

Here's a starter list - build / delete as appropriate to your organization.

Cause Unidentified

Contract/Commercial Issue

External Issue

Hardware Failure

Information

Known/Standard Error

Process Failure

Resource Issue

Security Issue

Software Issue

Systems Issue

User Issue

As with all choice fields, the more you have the more likely the users are to just select the first they feel like so hundreds or multi-level hierarchies are asking for trouble unless they are really well designed and meaningful.

[cathyb]

Thanks for your reply. I like the choices you listed. We have moved from lots of choices and multiple levels to a reduced number and single level but still feel a lack of useful trending on the choices we have.   We also have a limited number of people that mark the final cause code at problem closure which I would think provides for more consistent use of the choices.