Root Cause Applicability enables administrators to control which root causes are available during service processes based on the Installed Product associated with a Work Order, Case, or Service Request. This ensures that users see only root causes that are relevant to the specific asset being serviced, improving diagnostic accuracy and service efficiency. Administrators can create, edit, or delete Root Cause applicability entries to define which Root Causes should be available for different Installed Products.

When an Investigation is created from a Work Order, Case, or Service Request, the system identifies the Installed Product associated with that record. Each root cause can include applicability entries that define the Product, Product Line, Product Family, or relevant Custom Field values for which the root cause applies. The system compares the Installed Product properties with these applicability entries and displays only the root causes that meet the applicability criteria.

Administrators configure how the system identifies the Installed Product on the Installed Product Source Configuration page. For more information, see Installed Product Source Configuration.

Product Applicability Rules control whether the system filters root causes based on the properties of the Installed Product. When these rules are enabled, the system compares the Installed Product properties such as Product, Product Line, Product Family, or relevant custom fields with the applicability entries defined on each root cause. Only root causes whose applicability entries match the Installed Product properties are displayed. Root causes without matching applicability entries are not shown when matching rules are enabled.

Administrators can configure Product Applicability Rules. For more information, see Product Applicability Rules.

Root Cause applicability entries are optional. Root Causes can exist without applicability entries.