which service?

Additional to my point of ITIL , multiple recurrent incidents create a problem . I suggest you to read ITIL incident and problem management.

Gotoassist relies in the ITIL concept of services, consider a service as a functional grouping of hardware / software supporting a common goal . For example service internet navigation as Service will rely in isp, Ethernet switched , firewall etcetera. Go to the conf , services an create one . Then select it when creating the incident

Hi Sarah,
Sorry for any confusion there.

Here's a reference for Service Desk User Services and Service Management:  https://support.logmeininc.com/article/g2asd050001