Approving Problem Records (PRs) and Root Cause Analysis (RCA)_PM
Chilukuri Srinivasa Reddy (Unlicensed)
Shilpa K (Deactivated)
Aravind Naik (Unlicensed)
SummitAI Service Management Help
If you are the RCA Approver, Problem Record Approver, Problem Manager, or user with appropriate access, you can approve the Problem Records and RCA details using the APPROVAL icon on the PROBLEM RECORD ID page.
To approve PRs and RCA:
- Select Problem > User > View Problem Record List.
- On the PROBLEM RECORD LIST page, a list of all the PRs is displayed. Select the PR that you want to approve or reject.
- On the PROBLEM RECORD ID page, click the APPROVAL icon on the ACTIONS panel.
- On the APPROVAL pop-up page, type in the required details. You can approve the PR by filling in the fields under the under APPROVAL section. You can approve the RCA by filling in the field under the ROOT CAUSE ANALYSIS section. For information about the fields on the APPROVAL pop-up page, see Field Description.
Figure: APPROVAL pop-up page Click SUBMIT to approve or reject the PR or approve or reject the PR RCA.
Field Description
The following table describes the fields on the APPROVAL pop-up page:
Field | Description |
---|---|
PRE AUTHORIZATION DETAILS | |
Authorizer | Displays the Problem Manager name based on the Approver configuration set by the Administrator for a Tenant. |
Authorization Date | Displays the approval date of the PR. This date is automatically displayed after approving the PR. |
Status | Displays the status as Approved and Rejected options.
The Rejected Problem Records are not listed in the Problem Records list for any further processing. |
Authorizer Remarks | Type in remarks, if any. |
AUTHORIZATION DETAILS | |
Authorizer | Displays the Problem Manager name based on the Approver configuration set by the Administrator for a Tenant. |
Authorization Date | Displays the approval date of the PR. This date is automatically displayed after approving the PR. |
Status | Displays the status as Approved and Rejected options.
The Rejected Problem Records are not listed in the Problem Records list for any further processing. |
Authorizer Remarks | Type in remarks, if any. |
ROOT CAUSE ANALYSIS | |
RCA Approver | Displays the name of the RCA Approver. |
RCA Approval Date | Displays the date when the RCA was approved. |
RCA Approval Status | Displays the RCA approval status (Approved, Rejected, and Refer Back). |
RCA Remarks | Displays the remarks by the RCA Approver. |
REVIEWER DETAILS | |
Reviewer | Displays the name of the Reviewer. |
Reviewer Date | Displays the date when the Reviewer approved the Problem Record. |
Reviewer Status | Displays the status of the Problem Record (Approved, Rejected, and Refer Back). |
Reviewer Remarks | Displays the remark by the Reviewer. |