In Falcon, what should I write in the "Incident Description:" field?

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.

When you create an incident in Falcon, you can use the "Incident Description:" field to maintain a record of information pertinent to the client's request or issue. This should include, 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 the client is using
  
  
• Any error messages, verbatim. If the client does not know the error verbatim, ask the client to reproduce it.
  
  
• Any settings you verified
  
  
• Any troubleshooting you attempted
  
  
• Any resources you used in 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 update an incident?
• In Falcon, how do I create or reassign an incident?
• For Falcon at IU, how can I report a problem or ask a question?