In Falcon, what should I write in the "Description:" field of 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, the "Description:" field of a contact is used to maintain a complete record of information pertinent to a client's request or issue. It is important to have all the information concerning the contact in case the contact is escalated to an incident. This includes, but is not limited to, the following:

• Client's description of the request or issue
  
  
• Your understanding of the request or issue
  
  
• Version numbers of any software or operating systems in use
  
  
• Any error messages, verbatim. If the client does not know the error verbatim, ask the client to reproduce it.
  
  
• Settings you have verified
  
  
• Unsuccessful troubleshooting
  
  
• Resources used in the above troubleshooting

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 create a contact?
• For Falcon at IU, how can I report a problem or ask a question?