Cause Codes and Problem Ticketing

[MC_Teknaut]

Community and Experts,

I'll just leave this here, but I would really like to see Cause Codes brought front and center to the Problem Tables rather than PTask Tables, where they are pretty tucked away. If there's a good reason to keep Cause Codes sequestered to PTASKs, please do let me know. Genuinely curious, as I'm standing up a formal Problem Management process within my organization.

[Dr Atul G- LNG · Accepted solution]

Hi @MC_Teknaut 

Greetings!!

Let me try to put my thoughts.

Cause Codes are on Ptask table, reason begin to work on any problem record there may be multiple teams involve and different task need to create or assign to these teams.

These teams work on ptask and accordingly put the cause as per findings. Which means for different team different cause codes can be applied.

if we put the cause code on Problem table level then it is tough to decide that what is actual reason / cause of problem bcz different tasks has different codes. and i.e. reason on problem record cause note has been given not the codes.

Hope this will help you in your process.

[MC_Teknaut]

Atul G.,

Thank you for your response! I do see the logic behind that as problems can vary with multiple other problems lending towards an overall problem.

-However-

If I'm dealing with an environmental disaster that has caused problems at my store, I'd need to open a PTASK (RCA type) to associate the problem with the metric "Environmental Disaster". I don't see myself opening an RCA investigation when I already know what it is, but I suppose it should be done either way for the sake of capturing metrics.

I see the reason to not have it on the problem ticket, and although I disagree (slightly), I accept and I'll deal with it 😂 Thank you again!

[Dr Atul G- LNG]

HI @MC_Teknaut 

I can understand, some time we need to adjust thought with tool and process and vice versa.