Problem Management

RCA and Attachments on Problem Approval Page

This enhancement adds dedicated RCA and Attachments accordions to the Problem Approval page so approvers can review full root cause details and supporting files without leaving their approval workspace.

In the enhanced Problem Management flow with approvals, a problem moves from Draft to Under Review, can then be qualified or disqualified, and once in Under Investigation must have a PIT team and RCA details defined before the support user selects Submit for RCA Approval, which moves the ticket to Under RCA Review and triggers approvals.

Approvers can then either Approve the RCA (moving the problem to Root Cause Identified) or Reject it (returning the ticket to Under Investigation), after which corrective actions with or without RFC are taken and the problem is ultimately moved through Under Corrective Action, Corrected, and Closed as per the configured flow.

On the My Approvals page, problem tickets now appear with enriched detail in the right-hand panel, where approvers can expand the new RCA and Attachments sections for each problem awaiting their decision.

This gives approvers direct access to the documented root cause, investigation notes, and all attached evidence (logs, diagrams, reports, etc.) while reviewing the approval request, helping them make faster, better-informed approve/reject decisions and reducing back-and-forth with support teams.