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Oracle Fusion Cloud Field Service Root Cause Analysis (RCA) Process (Doc ID 2924012.1)

Last updated on MARCH 03, 2023

Applies to:

Oracle Fusion Cloud Field Service - Version 19.C.00 and later
Information in this document applies to any platform.

Purpose

I want to know what the Root Cause Analysis (RCA) process is. 

Scope

 This applies to all Oracle Fusion Cloud Field Service instances.

Details

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In this Document
Purpose
Scope
Details
 Overview
 
Types of Root Cause Analysis documents
 
Preliminary RCA
 Detailed RCA
 
Event Types and Qualification Criteria
 
Entitlement for Preliminary RCA
 Entitlement for Detailed RCA
 The following events typically do not qualify for the RCA:
 
Services Covered
 Frequently Asked Questions
 Q: If I qualify for a Detailed RCA, does that mean I will only get that and not a Preliminary RCA?
 Q: How will the RCA be delivered to me?
 Q: Can I keep my SR open until I receive the RCA?
 Q: How can I change the distribution list to add or remove email addresses that receive this RCA?
 Q: Even after receiving the detailed RCA I do not feel like I have enough information or the correct information to feel comfortable with the event.
 Q: How long does it take for RCA's to be delivered to me?
 Q: I believe that I qualified for a RCA but I did not receive a Preliminary RCA automatically. What do I do?
 Q: I have additional questions or concerns with this process. Where do I go?

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