Root cause analysis can be used to analyze the behavior of cases, in particular unwanted behavior, and how to improve it through automation.
In the Analysis – Root cause analysis dashboard you can compare the occurrence of cases with a certain behavior relatively to a reference set of cases. The set of Reference cases is defined based on the Case start filter. Within this set of cases, you can select the behavior that you want to analyze. For example, cases with a certain tag. This selection is called the Selected cases.
The Analysis - Root cause analysis dashboard enables you to compare a set of cases selected by using a specific filter setting with the reference set of cases that is defined by the Case start filter. For the attribute selected in the dashboard a comparison of the absolute and relative frequency of the attribute value within the selected cases and the reference cases is displayed.
The Influence is the deviation from the Reference %. The Reference % is calculated as the percentage of Selected cases in the Reference cases. A large deviation from the Reference % indicates a possible high influence on the selection.
It is possible to select multiple attributes for the root cause analysis. See also Working with Charts.
To perform a root cause analysis first define what you want to analyze. Then add user filters to define the cases for the analysis.
Click on the icon in the upper-right corner of the Analysis - Root cause analysis dashboard to display detail information on the root cause analysis.
A popup window is displayed containing detailed information on the data actually displayed in the Analysis - Root cause analysis dashboard. See the illustration below.
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