RCA Problem Mngmt

[bhardwajm]

What could be the correct approach using now assist skill kits, prompt to work on problem management root cause analysis,. Suggest prompt , input and output

[Vikram Reddy]

Hello @bhardwajm,

Build this as a custom skill in Now Assist Skill Kit rather than trying to bolt RCA onto a generic Virtual Agent topic. Point it at the Problem table and let it reason over the linked incidents, not just the problem record in isolation:

• Skill inputs: short_description and description from the problem record, plus short_description/close_notes from the incidents linked via the "Caused by Problem" relationship (query the incident table filtering on problem_id = current record)
• Prompt: instruct the model to run a structured 5-whys, e.g. "Given the problem summary and the following related incident descriptions, identify the most likely root cause. Ask why up to 5 times, show each step, then state a single concise root cause and confidence."
• Output: leave the default outputs alone (response, confidence, explanation, metadata, citations), don't add custom ones, then map the response output into the problem's cause_notes field via a flow action or UI action after the skill runs

If you don't want to build from scratch, check the Intelligent Problem Management skill kit on the Store first, it already ships a root cause skill built on this same pattern.

References

• Now Assist Skill Kit (NASK) FAQ
• Creating a Custom Skill with Now Assist Skill Kit
• Intelligent Problem Management (Store listing)

Thank you,
Vikram Karety
Octigo Solutions INC