In Falcon, how do I add information to an existing 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.

The process for adding information to an incident in Falcon depends on whether or not there is a contact related to that particular incident. To determine if there is a related contact, from within the incident, click the Related Records tab. Any related contacts will be listed on the Contacts tab.

If there is a related contact, follow these steps:

1. Click the related contact to open it, and then select the Update tab.
   
   
2. Enter the appropriate updates, and then click OK or press F2. The information you entered under the Update tab will automatically be written to the incident.

If there isn't a related contact, follow these steps:

1. Open the incident, select the Update tab, and then select the Action/Resolution tab.
   
   
2. Enter the appropriate updates and then click OK or press F2.

Alternatively, you can update a contact or incident by addressing an email message to the ticket number (e.g.,  CT204752@falcon.iu.edu  or  IM459078@falcon.iu.edu ). It is no longer necessary to keep the contact or incident number in the subject line when updating via email.

Also see:

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