In Falcon, what is 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, a contact is a record of the communication between a customer and a Support Center consultant. Before submitting a contact, the following fields (with the exception of the Contact Resolution field) must be completed:

• Username
  
  
• Campus
  
  
• Phone
  
  
• Notify By
  
  
• Categorization (See In Falcon, how do I categorize a contact or an incident?)
  
  
• Assignment (See In Falcon, what is an assignment group?)
  
  
• Severity (See In Falcon, how do I select the severity of a contact or an incident?)
  
  
• Description (See In Falcon, what should I write in the "Description:" field of a contact?)
  
  
• Contact Resolution (See In Falcon, when creating a contact, what should I write in the "Contact Resolution" field?)

For more information, see In Falcon, how do I escalate a contact to an incident? and In Falcon, how do I link a contact to an incident?

Also see:

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