In Falcon, what is a quick code, and how do I add or delete 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, you can use a quick code to rapidly and automatically categorize a contact. See In Falcon, how do I categorize a contact or an incident?

To use quick codes, next to the "Quick Code:" field, click the ... (the ellipsis) button. Double-click the quick code you want to use.

Note: The list of available quick codes is specific to your assignment group. The manager of your assignment group may create, edit, and remove quick codes.

Adding a quick code

If you are the manager of an assignment group, you can add a quick code in Falcon:

1. Log into Falcon and select the Administration tab. Click Quick Code.
   
   
2. On the Settings tab, in the "Quick Code:" field, enter a name for the quick code that begins with the name of your assignment group (e.g., in-uits-sptctr-quickcode).
   
   
3. In the "Description:" field, enter a short description of the quick code.
   
   
4. To set an expiration date, next to the "Expiration:" field, click the ... (ellipsis) button and select the appropriate date. Leave this field blank if the quick code has no expiration date.
   
   
5. To select what group(s) will use the quick code, use the "Explicit Group List:" drop-down boxes.
   
   
6. Complete the fields on the Contact Fields tab as desired. These fields correspond to, and are used to complete, the fields on the contact creation form. See In Falcon, how do I create a contact?
   
   
7. Click Add, and then click OK.

Deleting a quick code

If you are the manager of an assignment group, you can delete a quick code in Falcon:

1. Log into Falcon and select the Administration tab.
   
   
2. Click Quick Code and then Search.
   
   
3. From the list that appears, double-click the quick code you want to delete and click Delete. Click Yes to confirm the deletion.

Also see:

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