About Causes

Information

Causes is an optional field allowing for root causes to be identified within issues. Identifying the cause of an issue can increase your ability to quantify and appropriately address known problems. This feature may be of particular interest to Issuetrak clients seeking adherence to ITIL or other best practice standards.

All users can view Cause-related data in issues and reports. Only users with the permissions Can Close Issues and Can Edit Issues can select a Cause value.


 

Activating Causes

Bear in mind that only users with Sys Admin permissions can activate Causes within your system.  Once it is activated, users with Can access and maintain Administration functions are able to maintain Causes. 

Steps:

  1. Go to Administration > System > System Settings > Optional Fields.
  2. Select Causes.
  3. Click Update.

A confirmation message will appear when this process is complete. The Causes menu option will appear in the Administration menu when the update is complete.


 

Adding Causes

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Causes within your system.

Steps:

  1. Go to Administration > Causes > Add.
  2. Enter a name for the new Cause.
  3. (Optional) Define this Cause’s Display Order (e.g. “3” = third place) within related lists and drop-downs.
  4. Click Save.

A confirmation message will appear when this process is complete.


 

Editing Causes

Steps:

  1. Go to Administration > Causes.
  2. Click edit next to the Cause you are modifying.
  3. Make your changes in the Edit Cause screen that opens.
  4. Click Update.

A confirmation message will appear when this process is complete.


 

Deleting Causes

Steps:

  1. Go to Administration > Causes.
  2. Click del next to the Cause you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.