Hello Sonya,

 My name is Craig Burns and I am one of the Professional Services Consultants for Q-Pulse. With regards to your questions on the analysis module I will try and answer as two seperate areas.

1) When using the analysis module you can interrogate the system by looking at the source (how did we find out) of the CA/PA. So in the drop down in the CA/PA Module, you could have a parent - child drop down (created in the Admin module), which could have internal issue and then children such as R&D, Sales, Accounts etc. Is this what you meant by raised internally? Therefore you could look at internal issues Vs Severity, or Root Cause.

2) The reason why you can not view User Defined 5, 6, 7 or 8 is that these fields are not managed lists, so you can not carryout an indepth analysis. User Defined 5 and 6 are lists of your users and User Defined 7 and 8 are free text, so you can type in whatever text you wish to record. Due to this you can not perform a true trend analysis on these fields.

 I hope this helps but please come back to us with any other questions

Craig