Completing the root cause analysis activity

NABD allows you to document the root cause of the customer's issue – what, how, and why something happened. This allows you to provide quicker resolution to the client's issue and also keep your SLA statistics up. Once you identify the root cause, you can make recommendations to prevent this issue in the future.

To complete the root cause analysis activity in NABD:

1. Open Case management screen and open Edit case  screen ,Then there are 2 ways to complete the activity

• First way:

                          Check the check box beside Root cause analysis activity

                         
                          You will get the following message and if you click ok Root cause analysis activity will be completed

• Second way:

Click on Root cause analysis link , you will get this popup

• In the Activity box, do the following:
  
  Check the Activity operation completed Root Causes Analysis box.
  
  
  
  
  In the Completion date box, select the date you completed the task by using the calendar. Note you cannot select a date in the future. You can either select today's date or a previous date.
  
  
  
  
  Type any notes in the Notes box.
  
  

• In the Root cause analysis box, select any that apply – main category and subcategory, product/service and group, and root cause.
  
  

• If you're done, click Save and close.
  
  
  Send the customer an e-mail letting them know the status of the case. Update them on the root cause analysis actions you have taken.