---
title: Root Cause Analysis (RCA)
slug: admin-guide/root-cause-analysis-rca
docTags: 
createdAt: 2026-03-09T09:34:24.270Z
---

<font color="#2166ae">What is Root Cause Analysis?  </font>

<font color="#2166ae">How do I set up RCA status codes?  </font>

<font color="#2166ae">How do I associate RCA status codes with a ticket type?  </font>

# RCA overview

The ITCC system includes the Root Cause Analysis (RCA) capability that enables you to specify the root cause of an incident or problem in its resolution.

You can [set up RCA status codes](docId\:Y7MoWJm0XcLdR4v4E1zOa) used for specifying the root cause.

For example, your RCA status codes can include Bug, Data, and Permissions.

When RCA is enabled, the ticket processing page requires the agent to select a Closure Category when resolving this ticket.

![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/qDk5LHntoV79VvV0_RjZC_image.png)

From the Closure Category dropdown list, the agent must select one of the RCA status codes available for this ticket.

::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/FYzT1nFWSpGVYeBV6oN3o_image.png" size="48" width="295" height="495" position="center" showCaption="false"}

# Setting up RCA status codes

You can set up RCA status codes at any time.

**To set up RCA status codes:**

::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::

:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **RCA** and select the **RCA** option that appears.

::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/EW4cJLAy60Pi4dzMurRCE_image.png" size="48" width="1063" height="852" position="center" showCaption="false"}
:::

:::WorkflowBlockItem
On the **RCA** page that opens:

- to add a new RCA status code, select **Add**
- to edit an existing RCA status code, select and edit its corresponding fields
- to disable an existing RCA status code, clear its corresponding **Active** checkbox
:::

:::WorkflowBlockItem
Enter or edit the following settings:

| Field                                                                                                                                                               | Description                                                                                                          |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
| Sequence                                                                                                                                                            | (Optional) Enter the sequential number of this root cause status code, relative to other root cause status codes     |
| Root Cause Name                                                                                                                                                     | Enter a meaningful name for the RCA status code                                                                      |
| Active                                                                                                                                                              | Select to activate the RCA status code                                                                               |
| Categories                                                                                                                                                          | Filter categories for which this RCA status code is available                                                        |
| <br />:inlineImage[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/a7wsZECQMTX-SGY1VQJNy_image.png" alt caption size="10" width="31" height="33"} | If multiple languages are supported, select to enter or edit the RCA status code's translations into other languages |
:::

:::WorkflowBlockItem
Select **Save**.
:::
::::

# Associating RCA status codes with specific ticket types

Each ticket type can be associated with a set of RCA status codes that can be used for ticket resolution.

**To associate a ticket type with RCA status codes:**

::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::

:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Ticket Types** and select the **Ticket Types** option that appears.

::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/YdV578oC-hVxsbJobs1QR_image.png" size="50" width="662" height="867" position="center" showCaption="false"}
:::

:::WorkflowBlockItem
Search for or scroll down to the ticket type you want to associate with RCA status codes and select its Edit icon.

![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/J7MlUlpR4BNFVitp05dOS_image.png)
:::

:::WorkflowBlockItem
On the page that opens, from the list of sections on the left, select **Statuses**.

::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/GZovXER2BTZ_XnhUIAO5y_image.png" size="42" width="249" height="776" position="center" showCaption="false"}
:::

:::WorkflowBlockItem
In the **Statuses** section, toggle the **Display Closure Category (RCA)** field on.

![](https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/E1T0wlCPOdsgniE9oLAcX_image.png)
:::

:::WorkflowBlockItem
From the **Available RCA List** dropdown list that appears, select one or more RCA status codes you want to associate with this ticket type.



::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/PtgkcAgkgQOHMdwdxw9md_image.png" size="80" width="665" height="334" position="center" showCaption="false"}
:::

:::WorkflowBlockItem
Select **Save**.
:::
::::