RCA workflow for repeated issues

Purpose

1. The RCA (Root Cause Analysis) workflow for repeated issues automates identification, categorization, escalation, analysis, and resolution tracking for recurring customer problems in CD store retail within Media & Entertainment.

2. This automation centralizes incident data, triggers investigation when thresholds are reached, automates assignment to relevant staff, and provides reporting for continuous process improvement.

3. It automates feedback loops and root cause documentation while ensuring follow-up actions are systematized for both quality control and regulatory compliance.

Trigger Conditions

1. Automating trigger upon a specific customer complaint type occurring over a defined threshold (e.g., 3 reports in 7 days).

2. Automation initiates when customer support tags a ticket as “repeat issue”.

3. Triggers can be automatable via API when negative reviews mention the same defect or SKU.

4. Automation starts on regular interval scan of support database for pattern recognition of repeated CD-related issues.

Platform Variants

1. Zendesk

• Feature/Setting: Trigger automator for ticket field “repeat_issue=true”; sample automation using Zendesk Triggers API: POST /api/v2/triggers.
  

2. Jira Service Management

• Feature/Setting: Automation rule for issue creation event with “root-cause-analysis” label; configure via Jira Automation REST API.
  

3. Salesforce Service Cloud

• Feature/Setting: Automate Workflow Rule to create RCA Case when custom field “Repeated_Issue_Count” >= defined value; setup with Process Builder or Flow Builder.
  

4. ServiceNow

• Feature/Setting: Automated Business Rule for incident noted with “recurrence detected”; configure via Scripted REST APIs.
  

5. Freshdesk

• Feature/Setting: Supervisor automation on ticket properties “tag: recurring”; trigger via Freshdesk Automation API.
  

6. Microsoft Power Automate

• Feature/Setting: Automated flow using Dynamics 365 ticket entity and “Repeat Issue” trigger; configure using Power Automate Flows.
  

7. Google Sheets + Apps Script

• Feature/Setting: Automated Script on sheet update detecting repeated SKUs or complaint codes; use Script Editor Triggers.
  

8. Slack

• Feature/Setting: Automated workflow to post repeat issue notification using “Channels API” and workflow builder.
  

9. Trello

• Feature/Setting: Automation enabling card creation in “RCA Board” with Power-Ups and Trello API (Cards API).
  

10. Monday.com

• Feature/Setting: Automation recipe to notify when specific item/status reaches repeated threshold; configure with Monday Apps API.
  

11. PagerDuty

• Feature/Setting: Service incident automation for repeated alert types via Event Rules API.
  

12. Twilio SMS

• Feature/Setting: Automated SMS to RCA stakeholder number on repeat detection via Twilio Messaging API.
  

13. SendGrid

• Feature/Setting: Automated RCA alert email to relevant team via SendGrid Mail Send API.
  

14. Google Cloud Functions

• Feature/Setting: Automate trigger on event in Firestore/BigQuery indicating pattern detected; logic deployed as cloud function.
  

15. AWS Lambda

• Feature/Setting: Automated function that activates on repeated issue event stream (e.g., DynamoDB Streams).
  

16. Asana

• Feature/Setting: Automation rule to create RCA task for repeated issues via Asana API (Tasks endpoint).
  

17. Intercom

• Feature/Setting: Automated tagging and escalation workflow for chats marked as “repeat issue”; configure with Intercom Webhooks/API.
  

18. Airtable

• Feature/Setting: Automated record update and RCA flag via Airtable Automations API.
  

19. Notion

• Feature/Setting: Automated RCA template page creation when new pattern detected, triggered with Notion API.
  

20. HubSpot Service Hub

• Feature/Setting: Automated workflow enrollment for tickets flagged as repeat using HubSpot Workflows API.
  

21. Bitrix24

• Feature/Setting: Business Process Automation creating RCA task when repeated complaint logged; automate via Bitrix24 REST API.
  

Benefits

1. Automates root cause tracking, decreasing support resolution times.

2. Automation ensures no repeated issue is missed, enhancing consistency.

3. Automatable escalation guarantees fast action by the right staff.

4. Automates compliance by documenting actions taken for audit purposes.

5. Automation improves feedback loops, lowering recurrence rate through structured RCA.

6. Automates communication to stakeholders, streamlines reporting, and increases transparency.

7. Automator reduces manual error and repetitive tasks for customer support teams.