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Establishing the root cause

When performing a root cause analysis, you try to establish the problem's root cause. Even if the problem investigation was triggered proactively by your organization's capacity management system, you must determine why the service infrastructure is running out of capacity.

After you determine the root cause, take the following steps:

If you cannot determine the root cause, you must record this also in a work information note on the Work Detail tab (Work Info tab when using the Classic view). Ensure that you record why a root cause cannot be found, and be sure to record the activities that you performed to determine that a root cause cannot be determined.

Note

If the root cause analysis is temporarily unable to progress (for example, if you are waiting for information from a supplier), make sure you set the problem investigation's Status field to Pending, and then specify why in a work information note on the Work Detail tab (Work Info tab when using the Classic view). See Creating work information entries for information about how to do this.

Related topic

Recording the root cause

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Comments

  1. Kelly Logan
    Oct 17, 2013 10:11
    1. Bruce Cane

      Thanks for letting me know. I fixed the link, so please try it now.

      Oct 17, 2013 03:36