Root Cause Analysis (RCA)

For customers who utilize Issue and Action Management, the Root Cause Analysis (RCA) tool provides users with a structured process to identify the underlying causes of a problem with the goal of identifying solutions to prevent it from happening again. This tool gives users the ability to collaborate and share the contributing causes of the RCA. Users must be assigned group permissions to use the tool. Root Cause Analysis (RCA) Administrator Permissions

Users with RCA permissions open the RCA tool from the left navigation menu.

The RCA dashboard includes the following information for each RCA.

Note

For users with view permissions, The RCA grid on the dashboard shows any existing RCAs.

  • Date of incident - Can be the current date or a past date.

  • Incident name - Can be up to 100 characters.

  • Problem statement - A unbiased description of the incident requiring a root cause analysis. Problem statements are limited to 1000 characters.

  • Theme - The overall topic for the RCA. Can be used for sorting or reporting.

  • Creator - The individual who created the RCA.

  • Linked item(s) - RCAs can be linked to one or more existing items in IAM. This column includes the number of items linked to the RCA.

  • Status - Available options include: Not started, In progress, and Closed.

  • Action - This column includes actions that can be completed from the RCA dashboard.