Is there functionality available in CA SDM to track action items identified during root cause analysis? or do I need to use a separate Word document, SharePoint site or other solution? Anyone have a template?
Typically you would create a change order to track future action items that stemmed from a problem/request/incident etc. You could also track it outside of SDM, but most folks dont - they just use the change order functionality for that.
Hope this helps.
Not all of the action items require a change to the environment. Some of them are procedural or training items.
The CA work instructions for step 4.4.3 - 4 talks about updating the Problem record and the RCA (See below). What is the RCA? A Root Cause Analysis document attached to the Problem Record?
For example; 4.4.3 - 4: Close Problem Record. The Technical SME updates the Problem and RCA and notifies Problem Manager to review. etc.
I would create a RESEARCH function log entry and start it with the words ACTION ITEM.
I had a reporting tool (Xtraction) which allowed me to extract Research Log entries for open Problems, that had the words Action Item.
I have since abandoned that and have started to use TASKS in Problems, which is a lot easier.
I've created reports to identify it.