Where is Root Cause recorded in SN? Is there an ability to easily categorize / classify root causes for reporting purposes?

[jimpignatiello]

Where is Root Cause recorded in SN?   Is there an ability to easily categorize / classify root causes for reporting purposes?

[Subhajit1]

OOB i think these columns are not present in the Problem Management Application, atleast, thats what i see in my Developer Instance.

You can create a two columns by the name of Root Cause(a dropdown choice field - the choices should be relevant to your IT Environment and can be decided by discussing with your Organizations's Problem Manager) and a Free Text field that would contain the Root Cause a free flowing Text, you can make it a HTML field as well to enable attaching screenshots, pictures etc.

These field should be mandatory to be filled up during closure of a Problem record.

Edit 1: Once you start capturing these data, you can easily report on them later on

[jenny32]

Hi,

I'm new to Service Now. Can you please guide how we can represent RCA in fish bone diagram? Is there any facility in Service Now? Please give detailed instruction if the facility is available. Your inputs are valuable.

Thank you.

[Tanaji Patil]

Hi Jennifer,

Please check this link - http://wiki.servicenow.com/index.php?title=Problem_Management#gsc.tab=0

Note: ServiceNow also provides the Structured Problem Analysis application (starting with the Dublin release) as a method for identifying the true root cause of a problem.

Name of the plugin you can use is "Kepner Tregoe - Structured Problem Analysis"

Thanks,

Tanaji

[jenny32]

Hi Tanaji,

                  Thanks for the reply. Please look @ the attachment which is having my requirement. I have gone through Kepner Tregoe method but that won't satisfy my requirement as I need to do RCA for all major incidents. Ex. If it is network issue what is the cause, if it is a DB issue wt is the cause etc.     Please look into this and let me know what is the suitable way.

Thank you.