Why is the root cause field not visible on the CA Service Desk Manager (CA SDM) Request form?

Document ID : KB000045995
Last Modified Date : 14/02/2018
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Question

Why is the root cause field not visible on the CA Service Desk Manager (CA SDM) Request form?

Answer

ITIL v3, which CA Service Desk Manager (CA SDM) aligns with, defines root cause as "a formal problem-solving process and a critical component of Problem Management".

As a result, the root cause field is not present on the CA SDM Request/Incident form out of the box, but does appear on the Problem form.

Through the use of Web Screen Painter (WSP), you could adapt the CA SDM Request/Incident forms to expose the root cause field.