In Falcon, how do I create or reassign 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.

Creating a Falcon incident

To create an incident in Falcon:

1. Click Create Incidents.
   
   
2. Click the Customer tab. On the Customer Details tab, in the "Username": field, enter the customer's Network ID username. To fill the remaining fields with the customer's data, press F9.
   
   
   • If you entered an incomplete username, or more than one username begins with the text you entered, a list of usernames matching the portion you entered will appear. From the list, find and double-click the customer's username. Falcon will automatically fill the remaining fields with the customer's data.
   • If the username you entered has no matches, the customer's data probably hasn't made it to 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.
   
   
3. Click the Incident Details tab.
   
   
4. Complete the "Brief Description:" field. See In Falcon, what should I write in the "Brief Description:" field of a contact?
   
   
5. Select a Categorization for the incident. See In Falcon, how do I categorize a contact or an incident?
   
   
6. From the drop-down menu next to "Primary Asgn Group:", select the appropriate assignment group.
   
   
7. From the drop-down menu next to "Severity:", select a severity level. See In Falcon, how do I select the severity of a contact or an incident?
   
   
8. In the "Incident Description:" field, type a short description of the incident. See In Falcon, what should I write in the "Incident Description:" field?
   
   
9. Complete any additional fields that are required based upon the Categorization of the incident.

   Note: The names of required fields will appear in red.

10. When you are finished completing required fields, click New, and then click Save.

    Note: Be sure to give the client the incident number, located in the top left corner of the page.

Reassigning Falcon incidents

To reassign an incident in Falcon:

1. Open the incident you want to reassign.
   
   
2. From the drop-down menu next to "Primary Asgn Group:", select the appropriate assignment group. If you wish to assign the incident to a particular person, from the drop-down menu next to "Assignee Name:", click the ... (ellipsis) button, and select the appropriate username.

   Note: If the original incident was assigned to someone who is not in the new group you choose in the "Primary Asgn Group:" field, you will have to change that personal assignment to save the reassigned incident.

3. Toward the top of the Falcon window, check the "Work Status:" field and make sure it's set to something other than Followup. You won't be able to save your changes (i.e., the reassignment) if this is set to Followup.
   
   
4. From the menu bar at the top of the Falcon window, click Save.
   
   
5. The Updates tab will open with the Action/Resolution tab selected; in the "Corrective Actions:" field, type any pertinent information.
   
   
6. From the menu bar at the top of the Falcon window, click Save, and then OK.

Also see:

• 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 can I search for an incident?
• In Falcon, how can I check the status of my contact or incident?
• With Falcon, how can I set up my web form to automatically create an incident?
• For Falcon at IU, how can I report a problem or ask a question?