Specifying symptoms and causes

Another way to improve the quality of the information within your knowledge database is to specify the symptoms and causes that ultimately lead to the issue that the article is about.

The following procedure tells you how to add a cause to an article. You add symptoms in the same way by selecting the relevant option on the Actions list. The available actions depend upon the article process that you are using. For information about which components you can add to an article, ask your system supervisor.

To add causes to an article:
  1. Open the required article, then on the Actions list, click Add Cause.
    The Add Cause window appears.
  2. Complete the relevant information, then click Save.

To modify a cause, double-click it either on the Causes tab or Article tree.