Approving Problem Records and Root Cause Analysis

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
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SummitAI Service Management Help

Problem Management

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:

  1. Select Problem > User > View Problem Record List.
  2. On the PROBLEM RECORD LIST page, a list of all the PRs is displayed. Select the PR that you want to approve or reject.
  3. On the PROBLEM RECORD ID page, click the APPROVAL icon on the ACTIONS panel.
  4. 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.

    APPROVAL pop-up page
    Figure: APPROVAL pop-up page

  5. Click SUBMIT to approve or reject the PR or approve or reject the PR RCA.

    Note:

    Click  icon to view the Fishbone diagram created while performing RCA for the PR.


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.

  • Select Approved  to approve the Problem Record.
  • Select Rejected  to disapprove of the Problem Record.
  • Select Refer Back to send back the Problem record to the Analyst for more information

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.

  • Select Approved  to approve the Problem Record.
  • Select Rejected  to disapprove of the Problem Record.
  • Select Refer Back to send back the Problem record to the Analyst for more information

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 APPROVAL

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.

ROOT CAUSE ANALYSIS REVIEW

RCA Reviewer

Displays the name of the RCA Reviewer.

RCA Review Date

Displays the date when the RCA Reviewer approved the Problem Record.

RCA Review Status

Displays the RCA review status of the Problem Record  (Approved, Rejected, and Refer Back).

RCA Reviewer Remarks

Displays the remark by the Reviewer.