Root Cause Analysis

[Former Member]

PP members:

I heard people saying <b>Root Cause Analysis for the ticket</b>, especially in the production support envirnoment

What exactly Root Cause Analysis means and how different is it in tackling the issue from a regular ticket

Answer to the above with an example ( in terms of any PP ticket which one might have experienced) would help in better understanding of root cause analysis

Thanks for your time

Suren R

[Former Member · Accepted solution]

Root cause analysis in general sense is

Analys the issue and see that you are going into the root of the issue and solve it

example

Let us say, issue is

we are not getting the default value during confirmation.

Answer is - please enter the actual value and confirm the opration.

Root cause - you will go into the issue dapely and see that the planned values are not maonatined in routing.

Change the customising setting to getb this value.

There is a method to understand the process, how exactly this as a process to be carried out

see the link below

http://www.systems-thinking.org/rca/rootca.htm

http://www.bill-wilson.net/root-cause-analysis

[Former Member · Accepted solution]

Rajesha:

Thank you once again for the detailed explaination & the links on Root cause analysis

Suren R