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JSM Problem Management to include Root Cause and RCA Governance process

unknown

Has anyone set this up to be used as service management ? I found no fields within the Investigate a Problem that refers to RCA or the Governance process.

Would like to hear how others have handled this:

Confluence linked to JSM, create a new issue type, forms , or anything else you may have done.

thanks Kim

Accepted answers

Christopher Yen

It's been a little difficult for me to get Problem correctly adopted according to ITIL standards within JSM for my users. Common feedback is why do I need to fill out a PIR and then another record for Problem with the same info? I've had some success combining RCA into the out of the box Post Incident Review issue type, and showing users how to draft a PIR using Atlassian Intelligence from an incident which has gained some adoption. With this it's easier to just show our users to use the built-in "Add PIR" button on incidents 2025-05-29 14_36_41-[SD-50385] Jira Association not pulling on SalesForce Case - Jira.png

We then just added fields and processes for long term fix planning, root cause analysis, lessons learned into the PIR object, still pains me that it's all jumbled together but the results and process adoption are what's important. I wish I could rename PIRs in JSM since we've combined problems into it and not all problems require an incident to exist.

All comments

Christopher Yen

unknown

Thank you for your quick response. I started to follow your suggestions along the way I did make a few changes that I am thinking about. 1. going to add the custom fields to the Investigate Problem "root cause, Lessons learned, RCA date, RCA approval date and RCA notes" 2. Then instead of using the PIR out of the box I am seeing in Confluence that there is a PIR template that I am redoing as RCA Review Template and will publish that as a global template. The Idea here is to link this template to the Problem ticket keeping it in line with ITSM process. This would allow every problem to have an RCA review report and still maintain the data inside JSM. As I said this is a work in progress so looking for feed back from those that have done this before will this direction cause any issues down the line ? Do you think this is feasible for pulling JSM into the world of RCA Governance? If you can soot some holes please do trying to design this as close to ITIL as possible.

Thanks Kim

Christopher Yen

Prior to using PIR, I set up the Problem issue type paired with a confluence RCA template utilizing the 5 why's methodology but with frequent personnel changes including our leadership it was hard to keep everyone on board and continuously reintroduce the process which led me to water the process down and pairing it with AI to make it as easy as possible.

I think with a top down approach and if the process side of the equation is solid then what you've laid out should be successful! As long as your process is aligned with business needs it's consistent with ITIL in my view.

unknown

Thank you Christopher !

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