In Falcon, how do I add or view a customer or general note?

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 add or view a customer or general note, follow these steps:

1. Log into Falcon, and then open the relevant contact or incident.
   
   
2. On the left, click the Customer Notes button.
   
   
3. In the "Customer:" field, enter the customer's Network ID username, and press Enter.
   
   
4. In the "Note:" field, enter the text of your note, and then click Add.
   
   
5. To search for existing notes, click the Search button.

Note: General notes are created for a mass note of some kind (e.g., disabled account notification). General notes are created from a file or a list of usernames.

Also see:

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