Root cause

Your application can use the standard property Work-.pyRootCause to capture an after-the-fact, underlying reason that lead to the creation of a work item, known as the root cause. This property is suitable for customer service or exception processing application.

The root cause of a work item may differ from the customer or user causes that were initially recorded when the work item was entered. For example, an initial customer complaint may report that an order was never received, while later research may show that a customer-supplied address was invalid.

Recommended values for this property are Conduct, Duplicate, Facilities, Finance, Policy, Product, Service, and User Error. These values are predefined through standard field value rules.

The standard flow actions Work-.Resolve and Work-.Reject allow operators to choose a root cause value, at a time when information is more complete than when the work item was created.

If your application uses this property, you can define additional field value rules for this property, and define reports that analyze work items by cause.

Standard properties in the Work- class

Definitions