Root Cause Analysis Fields in JSM

[Ashok Murugesan]

Currently, we are using closure review forms to capture root cause analysis (RCA) before moving an incident to the “Restored” state. However, this approach has the following challenges:

• It is difficult for all teams to complete consistently.

• It adds additional manual work.

• Extracting and analysing patterns is challenging, as the information is embedded in the closure template.

I need assistance to determine the best approach:

1. Check if the following fields already exist in JSM:

   • How did we become aware of this issue?

   • Affected Services?

   • Root cause explanation?

   • End customer impact?

   • Client impact?

   • Impact remediation?

   • Root cause remediation?

   • Residual impact?

   If these fields exist, I would like to make them mandatory before an incident can be moved to the “Incident Restored” state.

2. If these fields do not exist, guidance is required on how to add these fields manually in JSM to avoid relying on the closure template.

This will help standardise RCA capture, improve reporting, and reduce manual effort across teams.