Resolve with an RCA
Tool: oppex.incident.resolveWithRCA
Records a root cause analysis (RCA) on an incident and then resolves it, the same as Submit & Resolve in the Submit RCA form in Oppex. Oppex saves the RCA first, and resolves the incident only if the RCA is saved.
What you provide
The RCA fields match the fields of the Submit RCA form.
| Input | Required | Field in Oppex | Description |
|---|---|---|---|
| Incident ID | Yes | The incident to resolve. | |
| Reason for alert | Yes | Issue Summary | What went wrong. |
| Action taken | Yes | Root Cause | The cause, and what you did about it. |
| Type of fix | Yes | Fix Status | Permanent or Temporary. |
| Ticket link | For a temporary fix | Ticket Link | A link to the follow-up ticket, starting with http:// or https://. Up to 1000 characters. |
| ETA for permanent fix | For a temporary fix | ETA for Permanent Fix | The date and time the permanent fix is expected. |
| Additional notes | No | Remarks | Anything else worth recording. Up to 10,000 characters. |
Reason for alert and Action taken can each be up to 2000 characters. Oppex applies the same rules as the Submit RCA form, so an RCA recorded by the assistant reads the same as one entered in Oppex.
When the type of fix is Temporary, include the ticket link and the expected date of the permanent fix in your prompt. Oppex rejects a temporary fix without them.
Example prompts
- "Resolve the Hyperdrive Failure incident with an RCA: the motivator overheated after a firmware update, we rolled the firmware back, and the fix is temporary. Ticket https://tracker.example.com/FALCON-42, permanent fix by 3 October."
- "Resolve the checkout latency incident. Root cause: a missing database index on orders. We added the index, so it's a permanent fix."
- "Write up and resolve incident cacgichh-efbg-jv3t1ufo using what we found in this conversation."
Who can use it
| Your role | You can record the RCA and resolve |
|---|---|
| Any role, when the incident is assigned to you | That incident |
| Workspace Admin, Account Admin or Account Owner | Any incident in the workspace |
| Service Admin | Incidents on services you administer, or whose escalation policies include you |
| Responder | Incidents on services whose escalation policies include you |
Limits and errors
| Message | Meaning |
|---|---|
| "Responder can only modify RCA for incidents of services they belong to." | You are a Responder who is not on any escalation policy of the incident's service. |
| "Admin can only modify RCA for incidents of services they administer or belong to." | You are a Service Admin who neither administers the service nor is on its policies. |
| "Incident service not found" | The incident ID does not match an incident you can see. |
| A field fails validation | A required field is missing, the type of fix is not Permanent or Temporary, the ticket link is not an http:// or https:// link, or a field is too long. The message names the field. |
If the incident already has an RCA, this tool replaces it with the new details.
What happens next
The incident moves to Resolved and the Resolved notifications are sent, as with Resolve an incident. The RCA appears on the incident in Oppex. If the resolve step fails after the RCA is saved, the RCA stays on the incident and the assistant reports the error.