Creating a Root Cause
You can create a new root cause to track investigation findings.
To create a root cause:
1. Go to ServiceMax Setup > Investigations > Manage Root Causes.
The Root Causes page is displayed.
2. Click New.
The New Root Cause pop-up window is displayed.
3. In the Root Cause Title field, enter a unique and meaningful title for the root cause. This is a required field and will appear in the list of root causes.
4. In the Root Cause Description field, enter optional details that provide context or clarification for the root cause. This helps users understand its relevance during investigations.
By default, the Active checkbox is selected. Clear the checkbox only if the root cause should be unavailable for use.
5. Click Save to add the root cause, Save & New to create another, or Cancel to discard the changes.
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If a duplicate Root Cause Title already exists, the system displays an error message and prevents saving. Root cause titles must be unique.
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The root cause is created. The root cause is available for use in investigations only when an applicability rule is configured in the Root Cause tab of the Product Applicability Rules page to link it to a product attribute. If a matching rule is defined, the root cause becomes available during investigation processing. For more information, see Configuring Applicability Matching Rules for Root Causes.