In Falcon, what should I do if a client does not show up?

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.

Clients with sponsored accounts, alumni accounts, or group accounts, or who are faculty or staff at the Indiana University-Purdue University Columbus campus might not be listed in Falcon. If clients call and you cannot locate their information in Falcon, create a contact using the campus-specific generic IDs. To do so, follow the steps below:

1. Log into Falcon and click Create Contacts.
   
   
2. In the "Username:" field, enter the two-character campus code followed by  -  (a dash). Refer to the following table for the two-character campus code:
   
   

   Campus	Code
   Indianapolis	in-
   Bloomington	bl-
   Fort Wayne	fw-
   Columbus	in-
   Kokomo	ko-
   South Bend	sb-
   Richmond	ea-
   Gary	nw-
   New Albany	se-

   
   
3. Press Enter, and from the list of general levels (e.g., faculty, staff, student), double-click the appropriate description under "Contact Name". This will return you to the Contact Detail tab, and automatically populate both "Full Name:" fields with whatever selection you made (e.g., BL-Student). Clear those fields and proceed to the next step.
   
   
4. Enter the client's first and last names and email address or phone number in the appropriate fields, and then finish creating the contact, as normal. For more information, see the Knowledge Base document In Falcon, how do I create a contact?

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 unlink a contact from an incident?
• In Falcon, what is a contact?
• For Falcon at IU, how can I report a problem or ask a question?