Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

Incident resolution categorisation

I'd love to know how other people create and track data on the underlying cause of incidents.

I've come from an environment where we logged the reason for the incident at the point of resolution, eg:

People - training need

Infrastructure - server / network / client hardware

Application - bug / crash

I can't see any way of achieving this in FreshService

1 Comment

Hi Andrew,

I have added custom fields to the ticket layout to achieve this, we have 3 levels so we can record fairly accurately what the issue was, eg User Device->Domain Issue->Trust Relationship Lost

We also have various other custom fields.


Login or Signup to post a comment