is it possible to create additional fields under the helpdesk menu as well? I would like to add a field that is called "root cause" which would be a drop down list of various causes defined by our business groups. 

we are currently on version 8.2.0 build 8212

if this is not possible on our version, but is on version 9 please also let us know so that we can move forward with the upgrade. 

Thank you

Andrew