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Root Causes

Root cause codes identify the source of a problem reported in your service desk. Root cause codes comprise a set of nodes, separated by periods, which indicate where the root cause fits into a hierarchy of root causes. For example, the root cause name Network.Cable.Install indicates the Install root cause as part of the Cable root cause, which in turn is part of the Network root cause.  

By default, the Root Cause Selection window displays as a hierarchical selection list. If you want to display the Root Cause Selection window as a normal list, you can install the no_hier_list option through the Options Manager (see Web Options for more information).

More information:

Create a Root Cause Code

Root Cause Fields

Search for a Root Cause Code

Edit a Root Cause Code