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?

[Tanaji Patil]

As per my knowledge RCAs are associated with problem tickets and not incidents. So its better to raise a problem ticket from your incident tickets needing RCA.

The Kepner-Tregoe plugin is the only plugin provided by ServiceNow.

If you need a different process then you might need your own customization on the problem table for this.

[jenny32]

Please look in to the requirement.   Please help me out with the possible solution.

[rob_blakey]

Hi Jim,

The way we did this on our form, under the Root Cause field, we added in two choice fields:

Root Cause Code (u_root_cause_code)
Root Cause Sub-Code (u_root_cause_sub_code)

Once we did that we created choice lists under each of them and made sub code dependant on Code

For example:
Root Cause Code:
Application

Hardware
Software
Environmental

Third Party

Sub Codes: (Keep in mind these are dependant so if you keep them universal you can easily copy them for each)

Training

Specification / Design

Inadequate UAT or Test Environment

Inadequate Documentation

Human Error

Data

Customer or Third Party System Failure

These are just some examples, but at least you get the idea see picture below for real life: