This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Recording the root cause

This topic describes how to record the root cause. After you record the root cause, the problem investigation can be completed as a solution entry or a known error, as described in Creating a solution entry and Creating a known error.

If Remedy Knowledge Management is installed in your environment, you can record the results of your root cause analysis in a knowledge article. This information could be useful to subsequent users who encounter or analyze the same or similar issues and problems. For information about how to do this, see Recording the root cause analysis in a knowledge article .

To record the root cause

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. Add a Work Detail note describing the root cause.
    For information about how to do this, see Creating work information entries

  3. If a recent change is the root cause, and if BMC Change Management is installed on your system, relate the investigation to the change request with a Request Type of Infrastructure Change.
    For information about how to relate records, see Relating incident requests and problem investigations.
  4. If a known error is the root cause, relate the investigation to the known error with a Request Type of Known Error.
    For information about how to relate records, see Relating incident requests and problem investigations.
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