Work Request root cause analysis


Root cause analysis shows the interdependencies between exceptions and identifies which are the symptoms and which are the root causes. BDEx provides different relationship types which can be configured. Depending upon the relationship type a relationship method must also be configured. Each type is explained along with the appropriate methods.

Relationship Types:

Symptom – A primary work request is listed along with a secondary work request. This is used to signify a hierarchical relationship between the exceptions for example a meter exchange work item is the primary root cause and an implausible reading and a BPEM case for the reading are symptoms of the meter exchange work items.

Created by – This should be used to identify an exception breeder whereby 100% of the time a work request triggers another work request to be created.

Dependent – This displays the interdependencies between the work request types in the Customer Centric Hub.

Duplicated – This displays duplicated items. This can be used if there are multiple exceptions for the same object that should have a unique key or for cases which occur on the same date.

Linkage – This indicates a one to one relationship between two work request types. Whereby the secondary object should not exist if the primary object is not present. This relationship type creates a link within BDEx and if the primary object is closed this triggers a information box requesting to close the secondary object.

Relationship methods:

Match all secondary objects – This method checks all of the secondary objects on the case and if all the objects on the primary work request type are a match will show the objects have a relationship.

Match secondary work request key – This method checks the primary work request objects contain the secondary objects key. This could be relevant if both work requests share the same object keys such as a bill block and the BPEM created for the bill block.

Match any object – This checks the work requests share any objects.

Match duplicates – Checks the primary work request is the same as the secondary.

Match duplicates by completion time – Compares the creation times of the work requests to search for a match.

Match on main date – Checks the work requests share the same main date.

Match all primary objects – Checks all the primary objects match to the secondary objects.

Match primary work request key – Checks if a primary object work request key is contained in the secondary objects.

Match created by – This checks the created by ID for both the work request items and if there is a match shows there is a relationship between the two.


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