In Falcon, how do I view the email associated with a contact or 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 view the mail associated with a contact or an incident in Falcon, open the contact or incident. The original message will appear in the "Incident Description:" field. To view other messages, click the Correspondence tab.

On the Correspondence tab, messages are displayed in the order they were received. Each is displayed in its own scrollable text box, accompanied by information about the sender, subject, and time the message was received. Also, each message is labeled with a number (e.g., M1975466). To open a message and access any attachments, click the message number.

To send email, follow the instructions in In Falcon, how do I send email to a customer?

Also see:

• In Falcon, how do I send email to a customer?
• In Falcon, how do I page second tier support?
• For Falcon at IU, how can I report a problem or ask a question?
• In Falcon, how do I access attachments?