Probable cause

A predefined description of the cause of a service desk interaction or incident. These records contain an optional Cause Code field that links the interaction or incident record to a probable cause record. When a cause code is added to a record using the Fill function, accompanying information, such as the default category and description, also fills the record from the corresponding probable cause record. The out-of-box probcause file contains sample probable cause records.

Related terms

Service Desk interaction
Category
Incident
Fill
Record