Configuring Applicability Rules for Root Cause
You can configure applicability rules to determine when a root cause is relevant to an investigation. Applicability rules compare investigation fields (source) with root cause fields (target) to control when root causes are considered applicable.
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Prerequisites
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Ensure the fields you want to use for applicability rules exist on both the Investigation and Root Cause objects. Only fields available on both objects can be selected when configuring rules.
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To configure applicability rules for root causes:
1. Go to Setup > Investigations > Product Applicability Rules.
The Product Applicability Rules page is displayed.
2. Select the Root Cause tab.
3. Click Add Rule.
4. In the Investigation (Source) field, select the field from the Investigation that you want to compare (for example, Case > Product ID).
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If a right arrow (→) appears next to the object name, select the arrow to expand and choose the specific field. If no arrow appears, select the available field directly.
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The comparison operator is set to Equals and cannot be changed.
5. In the Applicable Root Cause (Target) field, select the field from the Root Cause object (such as Product, Product Line, or Product Family) that the system compares with the selected Investigation (Source) field to determine whether the Root Cause is applicable.
6. To add more rules, click Add Rule and repeat steps 3–5.
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You can configure up to five rules.
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7. If you add more than one rule, enter a valid logic expression in the Rules Logic field (for example, (1 AND 2) OR 3).
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After the first rule is saved, the Rules Logic field automatically displays 1. For every additional rule, the Rules Logic field displays an error until a valid logic expression is entered. This error must be resolved before saving.
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8. To delete an applicability rule, click the Delete Rule icon next to the Applicable Root Cause (Target) field.
9. Click Save to apply the changes.
The rule is saved and used to determine when root causes apply to investigations.
A Root Cause called Compressor Overheating should apply if the Product Line is Compressor, the Product is AirMax 5000, or the Product Family is Cooling Systems.
• Rule 1: Investigation (Source): Product → Product Line → Applicable Root Cause (Target): Product Line
• Rule 2: Investigation (Source): Product → Applicable Root Cause (Target): Product
• Rule 3: Investigation (Source): Product → Product Family → Applicable Root Cause (Target): Product Family
• Rules Logic: 1 OR 2 OR 3
Result:
• If Product Line = Compressor, the Root Cause Compressor Overheating is applicable.
• If Product = AirMax 5000, the Root Cause is also applicable.
• If Product Family = Cooling Systems, the Root Cause is also applicable.
• Otherwise, the Root Cause does not appear.
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The system considers all root causes as applicable if no applicability rules exist.
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