cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
notesguru99
Engaged Sweeper III
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
7 REPLIES 7
Esben_D
Lansweeper Employee
Lansweeper Employee
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
Engaged Sweeper
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
Engaged Sweeper III
Have you tried the ticket custom fields table?

htblticketcustomfield

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
Engaged Sweeper III
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
Engaged Sweeper III
If you find a solution for this would you share? I asked this question a couple months ago and received no replies.
miketrike
Engaged Sweeper III
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
Engaged Sweeper III
It's in here...

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

New to Lansweeper?

Try Lansweeper For Free

Experience Lansweeper with your own data.
Sign up now for a 14-day free trial.

Try Now