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

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.

Charlie