In Falcon, how do I create a contact?

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, to create a contact, follow the steps below:

1. Log into Falcon with your Network ID username and passphrase.
   
   
2. From the Utilities tab, click the Create Contacts button.
   
   
3. In the "Username:" field, type the client's Network ID username. To fill the remaining fields with the client's data, while the cursor is in the "Username:" field, press F9.
   
   
   • If you entered an incomplete username or more than one username begins with the text you entered, a list of usernames that match the portion you entered will appear. From the list, double-click the client's Network ID username and Falcon will automatically fill the remaining fields with the client's data.
     
     
   • If the username you entered has no matches, the client's data probably hasn't made it into Falcon yet. In such a case, to select a generic username, enter bl-  in the "Username:" field, and then press F9. Double-click the option that best describes your client.
   
   
4. Be sure the information in each field is correct. Then, type the client's phone number(s) in the appropriate field(s).

   Note: The "Employee:" field contains the client's phone number as listed with Human Resources Administration. The "Student:" field contains the client's phone number only if the person lives in an IU campus housing facility.

5. From the drop-down list next to "Notify By:", select the method by which the client wants to be notified.
   
   
6. Under "Categorization", next to "Level 1:", select a categorization for the contact. For more information, see In Falcon, how do I categorize a contact or an incident?
   
   
7. The "Assignment:" field should automatically display your home assignment group. Normally, you should not change it.
   
   
8. From the drop-down list next to "Severity:", select the appropriate severity level. For more information, see In Falcon, how do I select the severity of a contact or an incident?
   
   
9. Complete the "Description:" field. For more information, see In Falcon, what should I write in the "Description:" field of a contact?
   
   
10. Complete any non-required fields for which you have information. For information on required fields, see In Falcon, how do I know which fields are required?
    
    
11. Depending upon the circumstances, you have several options for finishing the creation process:
    
    
    • Save and close the contact: Complete the "Contact Resolution:" field, and then click the Close button. For more information, see In Falcon, when creating a contact, what should I write in the "Contact Resolution" field?
    • Save the contact and link it to an existing incident: Click the Qopen button. Then, click the Last Contact button and enter the incident number to which you wish to link the contact. For more information, see In Falcon, how do I link a contact to an incident?
    • Save the contact and send email to the customer: Click the Qopen button. Next, click the Last Contact button to bring yourself back to the contact you just saved. Then, to send email, follow the instructions in the Knowledge Base document In Falcon, how do I send email to a customer?
    • Save the contact and escalate it to an incident: Click the Create Incident button. For more information, see In Falcon, how do I escalate a contact to an incident?

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, how do I unlink a contact from an incident?
• In Falcon, how do I know which fields are required?
• In Falcon, how do I page second tier support?
• For Falcon at IU, how can I report a problem or ask a question?