In Falcon, what is an incident?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

In Falcon, an incident is a record of information submitted by a Tier 2 consultant. Usually, an incident is the result of an escalated contact submitted by a Support Center consultant.

Consultants must complete the following fields before submitting an incident:

• Brief Description: See In Falcon, what should I write in the "Brief Description:" field of a contact?
  
  
• Categorization: See In Falcon, how do I categorize a contact or an incident?
  
  
• Primary Asgn Group: See In Falcon, what is an assignment group?
  
  
• Severity: See In Falcon, how do I select the severity of a contact or an incident?
  
  
• Incident Description: See In Falcon, what should I write in the "Incident Description:" field?

Note: Additional fields may be required based on the categorization levels that are served.

Also see:

• In Falcon, how do I escalate a contact to an incident?
• In Falcon, how do I link a contact to an incident?
• In Falcon, what are the various severity levels and what do they mean?
• In Falcon, how do I unlink a contact from an incident?
• In Falcon, how do I know which fields are required?
• In Falcon, what is an alternate customer, and how can I create a contact with one?
• In Falcon, how do I update an incident?
• For Falcon at IU, how can I report a problem or ask a question?
• In Falcon, how do I close an incident?