5 Why analysis

The 5 Why analysis is a strategic problem-solving technique that empowers Approvers, those responsible for reviewing and authorizing decisions within an organization, to identify the root causes of issues by repeatedly asking "why." This method is useful for approvers who must ensure that their decisions are based on a clear understanding of underlying problems rather than superficial symptoms. By employing this iterative questioning process, approvers can make more informed and confident decisions, improve operational efficiency, and contribute to more sustainable solutions. This approach not only enhances the approver's decision-making process but also reinforces their role as pivotal figures in steering organizational success by ensuring that issues are addressed comprehensively and effectively.

The 5 Why analysis included in the Problem Record must be accessible to the Approver during the approval process.

For the 5 Why analysis to be included in the Approve Problem Records, perform the following steps:

1. Navigate to Service Management > Design Studio > Module > Problem > Form Designer.
   The list of Forms created for the Problem Management module is displayed.
   

2. Open the Approve Problem Records form. Click Publish to update the form's status to Maintenance.
   

3. Rename the Approve Problem Record form to Approve Problem Record_old.
   

4. Click Publish to update the form’s status to Retired. Disable the Show Menu switch.
   

5. Navigate to Service Management > Design Studio > Module > Problem > Form Designer.
   The list of Forms created for the Problem Management module is displayed.
   

6. Clone the Manage Problem Record form to create a new form for the Approve Problem Record. This form should be Read Only mode for the approver.

Database Script Execution

The database script must be executed by the Administrator.

1. Execute the below script to fetch the unique ID of the view for the cloned Approve Problem Record page.

   SELECT * FROM plt_views (NOLOCK) WHERE display_name = 'Approve Problem Record’
   

2. After retrieving the unique ID, run the attached database script, replacing the Unique ID as demonstrated below. This will ensure the view is properly updated for the cloned page.
   
   Figure: Replace unique ID
   

3. Update the custom scripts in the newly cloned Approve Problem Record form to ensure consistency and proper functionality with the Manage Problem Record page.

The database script to be executed is as below

-- Declare variables for the replacement values
DECLARE @OldUniqueId NVARCHAR(50) = '5d4c1fa6-eb21-463c-95fb-92922bea47f2'; -- Original unique ID to be replaced
DECLARE @OldDisplayName NVARCHAR(100) = 'Approve Problem Records'; -- Original display name to be replaced
DECLARE @OldNavigateUrl NVARCHAR(256) = CONCAT('/formrender/', @OldUniqueId, '/', @OldDisplayName);

DECLARE @NewUniqueId NVARCHAR(50) = '7d4c1fa6-eb21-463c-95fb-92922bea47f1'; -- New unique ID to use
DECLARE @NewDisplayName NVARCHAR(100) = 'Approve Problem Records5'; -- New display name
DECLARE @NewNavigateUrl NVARCHAR(256) = CONCAT('/formrender/', @NewUniqueId, '/', @NewDisplayName); -- New navigate URL

-- Variable to control backup table handling
DECLARE @DropBackupIfExists BIT = 1; -- Set to 1 to drop the backup table if it exists

-- Check if the backup table already exists
IF OBJECT_ID('dbo.plt_action_backup', 'U') IS NOT NULL
BEGIN
    IF @DropBackupIfExists = 1
    BEGIN
        DROP TABLE dbo.plt_action_backup;
        PRINT 'Backup table dropped.';
    END
    ELSE
    BEGIN
        PRINT 'Backup table already exists. Skipping update and backup.';
        RETURN; -- Exit the script if backup should not be dropped
    END
END

-- Backup the table before making updates
SELECT *
INTO dbo.plt_action_backup
FROM dbo.plt_action;

PRINT 'Backup table created successfully.';

-- Perform the update with error handling
BEGIN TRY
    -- Update the JSON content with the new values
    UPDATE dbo.plt_action
    SET content = REPLACE(
                    REPLACE(
                      REPLACE(
                        content,
                        CONCAT('\"ApproverViewUniqueId\":\"', @OldUniqueId, '\"'),
                        CONCAT('\"ApproverViewUniqueId\":\"', @NewUniqueId, '\"')
                      ),
                      CONCAT('\"ApproverViewDisplayName\":\"', @OldDisplayName, '\"'),
                      CONCAT('\"ApproverViewDisplayName\":\"', @NewDisplayName, '\"')
                    ),
                    CONCAT('\"ApproverViewNavigateUrl\":\"', @OldNavigateUrl, '\"'),
                    CONCAT('\"ApproverViewNavigateUrl\":\"', @NewNavigateUrl, '\"')
                  )
    WHERE module_name = 'problem';

    PRINT 'Update completed successfully.';
END TRY
BEGIN CATCH
    PRINT 'An error occurred during the update.';
    PRINT ERROR_MESSAGE();
END CATCH