With Falcon, how can I set up my web form to automatically create a contact?

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 a contact in Falcon when the forms are submitted, follow the steps below:

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

   Replace name_of_form with the name of your web form.

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

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

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

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

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

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

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

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

6. Add a hidden field to specify the assignment group the contact 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 contact: <input type="hidden" name="severity" value="3-Normal">

   Replace 3-Normal with the severity of the contact.

8. Add a hidden field to specify how the contact was opened: <input type="hidden" name="how.opened" value="web form">
9. Add a hidden field to specify the Notify By method: <input type="hidden" name="callback.type" value="Telephone">

   Replace Telephone with the Notify By method.

10. Rename existing form fields to correspond with the following field names:
    
    
    • alternate.contact: The Network ID username of the person submitting the contact (if different from actual customer)
    • alternate.phone: Phone number of the person submitting the contact (if different from actual customer)
    • building: Customer's work address (e.g., ET012)
    • contact.email: Customer's email address
    • contact.first: Customer's first name
    • contact.last: Customer's last name
    • contact.name: Customer's Network ID username
    • dept: Customer's department
    • description: Description of the problem or request
    • gl.number: Alternate phone number for customer
    • location: Customer's campus (e.g., BL, IN, SE, NW)
    • phone: Customer's phone number
    • room: Alternate address for the customer
    • user.type: Customer's status (e.g., student, staff, faculty)

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

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

Also see:

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