Creating a Root Cause Applicability

Service Modules > Investigations > Investigations for Administrators > Manage Investigation Root Causes > Root Cause Applicabilities > Creating a Root Cause Applicability

You can create a Root Cause Applicability to link a root cause with specific products, product lines, product families, or custom fields.

To create a Root Cause Applicability:

1. Click the App Launcher, type Root Cause Applicabilities in the search bar, and select it from the results.

The Root Cause Applicabilities page is displayed.

2. Click New.

The New Root Cause Applicability pop-up window is displayed.

You can also add a Root Cause Applicability for a particular root cause. Go to ServiceMax Setup > Investigations > Manage Root Causes, select the required root cause, select the Related tab, and click New in the Root Cause Applicabilities section.

3. Provide the details for the fields as described in the following table.

Field

Description

Record Number

Displays the auto-generated Record Number. This field does not appear during creation and is shown only after you save the record.

Root Cause

Displays the Root Cause to which Root Cause Applicability is associated. Search and select a root cause from the available list.

• When you click the Root Cause field, the list displays only recently viewed root causes. To search for another root cause, type the name in the field. If the root cause exists, it appears in the list for selection. If the required root cause is not listed, click New Root Cause to create a new one. For more information, see Creating a Root Cause.

• If you create a new Root Cause Applicability from the Related tab of a specific Root Cause, the Root Cause field is automatically populated.

Active

Indicates if the Root Cause Applicability is active. The checkbox is selected by default.

Product

Displays the Product to which the Root Cause Applicability is associated. Search and select a specific product from the available list.

Custom Field

Displays a custom field configured by the administrator. Depending on the setup, it can appear as a text box, lookup field, or dropdown. The field captures additional information related to the Root Cause Applicability. Enter or select the appropriate value in this field based on your organization’s configuration and data requirements. If the field is a lookup or dropdown, search for or select correct value from the available options.

Product Line

Displays the Product Line to which the Root Cause Applicability is associated. Select the relevant product line from the available list.

Product Family

Displays the Product Family to which the Root Cause Applicability is associated. Select the relevant product family from the available list.

4. To complete the action, click Save to apply changes, Save & New to add another root cause applicability, or Cancel to discard changes.

The following are the error scenarios when creating a Root Cause Applicability:

• When creating an Root Cause Applicability, select only one field (Product, Product Line, or Product Family). If more than one field is selected, the system displays an error.

• If none of the fields Product, Product Line, or Product Family is selected, the system displays an error message and prevents saving the record.

• If you create a root cause applicability with the same Product, Product Line, or Product Family as an existing record, the system displays an error message and prevents saving.

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