Hi Vig, the permanent services have the ‘Skyline Enhanced Service’ protocol applied to it. What this means is that it has some specific logic coded into it that normal services do not have (i.e.: those that do not have the protocol applied to it). The enhanced service protocol can evaluate all alarms impacting the service and match this against user defined rules to determine what the root cause of the problem could be. Through the buttons at the bottom of your screenshot, rules can be added (or a csv import). If no rules are defined to determine what the root cause is, the system will not present a root cause.

Below is an upload of the same image that Vig was trying to upload: