With Falcon, how can I set up my web form to automatically create 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.

To set up your web form to automatically create an incident in Falcon when the forms are submitted, follow the steps below:

1. In your form, set the <form> tag parameters to the following: <form name="name_of_form" method=post action=https://falcon.iu.edu/perl/forms/incweb>

   Replace name_of_form with the name of your web form.

2. Add a hidden field to specify the Level 1 categorization of the incident: <input type="hidden" name="category" value="Level_1">

   Replace Level_1 with the first-level categorization of the incident.

3. Add a hidden field to specify the Level 2 categorization of the incident: <input type="hidden" name="subcategory" value="Level_2">

   Replace Level_2 with the second-level categorization of the incident.

4. Add a hidden field to specify the Level 3 categorization of the incident: <input type="hidden" name="product.type" value="Level_3">

   Replace Level_3 with the third-level categorization of the incident.

5. Add a hidden field to specify the Level 4 categorization of the incident: <input type="hidden" name="problem.type" value="Level_4">

   Replace Level_4 with the fourth-level categorization of the incident.

6. Add a hidden field to specify the assignment group the incident will be placed in: <input type="hidden" name="assignment" value="assignment_group">

   Replace assignment_group with the name of the assignment group (e.g., in-uits-sptctr-callcenter).

7. Add a hidden field to specify the severity of the incident: <input type="hidden" name="severity.code" value="3-Normal">

   Replace 3-Normal with the severity of the incident.

8. Add a hidden field to specify how the incident was opened: <input type="hidden" name="how.opened" value="web form">
9. Rename existing form fields to correspond with the following field names:
   
   

   action	Description of the problem or request
   alternate.contact	The Network ID username of the person submitting the incident (if different from actual customer)
   alternate.phone	Phone number of the person submitting the incident (if different from actual customer)
   brief.description	Incident Title (defaults to the first line of the description)
   building	Customer's work address (e.g., ET012)
   contact.email	Customer's email address
   contact.name	Customer's Network ID username
   contact.phone	Customer's phone number
   dept	Customer's department
   extension	Alternate phone number for customer
   first.name	Customer's first name
   last.name	Customer's last name
   location	Customer's campus (e.g., BL, IN, SE, NW)

   Note: You may substitute underscores for periods in the form field names.

10. To register your form, visit: https://falcon.iu.edu/formreg

Also see:

• In Falcon, what is an incident?
• In Falcon, what are the various severity levels and what do they mean?
• In Falcon, how do I categorize a contact or an incident?
• In Falcon, how do I select the severity of a contact or an incident?
• For Falcon at IU, how can I report a problem or ask a question?