Helpdesk - root cause category

[notesguru99]

Hi,
Does anybody know where the root cause category fields are? I am trying to add them to the existing standard helpdesk reports so if root cause is known I have a category then multiple sub categories. I've got to be able to report on these fields to make my reports useful 🙂

Thanks in advance
Stuart

[Esben_D]

Take a look at this topic: https://www.lansweeper.com/forum/yaf_postst15327_Helpdesk-Reports-with-Custom-Fields.aspx

It has an example of a helpdesk report with multiple custom fields.

[dfoutz]

Sorry if I'm a bit cloudy on this! I don't find any instructions on how to use the queries to add Root Causes in Helpdesk Reports.

My Dir just added a ton of main categories to LanSweeper, yet we can't possibly generalize all calls into such wide topics.

I thought the purpose of Root Cause was to segregate the root causes, which logic would then follow, that they would be searchable in order to determine root causes and work to avoid them versus just workarounds!

[miketrike]

Have you tried the ticket custom fields table?

Ed wrote:
He is not asking how to add root causes like that KB states. He wants to create queries to report them. He is looking for them in the SQL database.

That's why I modified the ending portion of my post... I was just too lazy to elaborate further...

[Ed]

He is not asking how to add root causes like that KB states. He wants to create queries to report them. He is looking for them in the SQL database.

[Ed]

If you find a solution for this would you share? I asked this question a couple months ago and received no replies.

[miketrike]

Ed wrote:
If you find a solution for this would you share? I asked this question a couple months ago and received no replies.

This is literally the step-by-step KB article for doing this... Creating custom fields that is...

https://www.lansweeper.com/kb/185/creating-and-adding-custom-fields-to-ticket-types.html

[miketrike]

It's in here...

https://www.lansweeper.com/kb/185/creating-and-adding-custom-fields-to-ticket-types.html