In Falcon, what is an alternate customer, and how can I create a contact with one?

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 alternate customer is a person initiating contact regarding an issue or request for another customer. To create a contact with an alternate customer:

1. Open Falcon. Click Create Contacts, and then click Alternate Customer.
   
   
2. In the "Username:" field, enter the alternate customer's Network ID username. To fill the remaining fields with the alternate customer's data, while the cursor is in the "Username:" field, press Enter.

   Note: If the alternate customer does not have a Network ID username, or if the username is not in the Falcon database, note the person's name and contact information in the "Description:" field on the Contact Detail tab.

3. Verify the alternate customer's phone number. If it is not correct, change the number listed in the "Phone:" field.
   
   
4. Complete and submit the contact as usual. For more, see In Falcon, how do I create a contact?

Also see:

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