In Falcon, how can I search for 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.

In Falcon, to search for an incident, follow the steps below:

1. Log into Falcon and click the Incident Queue button.
   
   
2. Click Search, and then do one of the following:
   
   
   • Fill in any of the fields on the Basic Incident Search tab with the appropriate information about the incident for which you are searching.
   • Select the Advanced Search tab, and then fill in any of the fields with the appropriate information about the incident for which you are searching.
     
     
3. Click Search or press F6, and then double-click the incident you want to view.

On the Basic Incident Search and Advanced Search tabs, click the down arrow or the ... button next to the search fields to receive more options for that field.

Note: You may or may not have access to certain Assignment Groups. If you search for a specific ticket number, but the result is "No records found", this is probably because you do not have access to the Assignment Group in which the ticket resides.

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 do I update an incident?
• In Falcon, how do I create or reassign an incident?
• For Falcon at IU, how can I report a problem or ask a question?
• In Falcon, how do I close an incident?