In Falcon, how do I update 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, to update an incident, follow the steps below:

1. Click Incident Queue, and then double-click the incident you wish to update.
   
   
2. Select the Updates tab, and then select the Action/Resolution tab.
   
   
3. From the drop-down menu next to "Type:", select the type of update you wish to make.
   
   
4. In the "Corrective Actions:" field, type your update, and then click Save or press F4.

Alternatively, you can update an incident by addressing an email message to the ticket number (e.g.,  IM459078@falcon.iu.edu ). It is no longer necessary to keep the incident number in the subject line when updating an incident via email.

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