09-24-2021, 11:49 AM
Finding RCA (Root Cause Analysis) is the one of the core objectives of Problem Management that helps to reduce the number of Incidents. tussom offers 2 types of RCA in Problem Management -
1. Interim RCA
This is applicable when a Problem ticket is created for S1 (or a critical) Incident. Since it is important to keep stakeholders updated about the progress, an interim RCA needs to be derived and shared it with them. An SLA is also set to ensure that the interim RCA is provided on time.
2. Final RCA
This is applicable for all Problem tickets. The Problem Manager can set the email ids of the stakeholders, select an approver to review the final RCA and update the details based on RCA template that is configured. A notification is sent to the approver, post which a pdf of RCA provided is generated and sent to respective stakeholders via email. An SLA is also set to ensure that final RCA is provided on time.
1. Interim RCA
This is applicable when a Problem ticket is created for S1 (or a critical) Incident. Since it is important to keep stakeholders updated about the progress, an interim RCA needs to be derived and shared it with them. An SLA is also set to ensure that the interim RCA is provided on time.
2. Final RCA
This is applicable for all Problem tickets. The Problem Manager can set the email ids of the stakeholders, select an approver to review the final RCA and update the details based on RCA template that is configured. A notification is sent to the approver, post which a pdf of RCA provided is generated and sent to respective stakeholders via email. An SLA is also set to ensure that final RCA is provided on time.