What is the Falcon Web Lookup tool and how do I use it?

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 Falcon Web Lookup tool allows you to view open Falcon tickets in your assignment groups via a web browser. Although this tool does not have the full functionality of the Falcon client, you can use it to view, update, or close a Falcon ticket. This tool can be valuable when access via the Falcon client is limited due to high levels of use.

Access the Falcon Web Lookup tool at:

To use this tool to view existing open tickets for your assignment groups, follow these steps:

1. In the section marked "Select Queue (assignment group)", select a queue using the drop-down menu.
   
   
2. Choose one of the radio buttons to display the tickets in either the Contacts or Incidents queue.
   
   
3. Click Select.
   
   
4. If you select Contacts, a web page will display with a list of tickets. This list provides a quick view of existing open contact (CT) tickets, and includes the following fields:
   
   
   • Contact number
   • Date
   • Customer
   • Assignment Group
   • Severity
   • Status
   • Description
   • Opened By

   Click a contact number for more information, including:

   • Assignment group
   • Open time
   • Username
   • Full name
   • Status
   • Last updated
   • Severity
   • Description
   • Resolution

   You will have the option of adding an update or closing the ticket.

5. If you select Incidents, a web page will display with a list of tickets. This list provides a quick view of existing open incident (IM) tickets, and includes the following fields:
   
   
   • Incident number
   • Date
   • Update time
   • Customer
   • Assignment group
   • Severity
   • Status
   • Brief description
   • Alert status
   • Assignee

   Click an incident number for more information, including the following:

   • General ticket information, fields:
     
     
     • Brief description
     • Work status
     • Alert status
     • Ticket owner
     • Incident opened
     • Username
     • Full name
     • Assignment group
     • Assignee
     • Severity
     • Last updated
     • Description
     
     
   • Ticket activity:
     
     
     • Date
     • Operator
     • Type
     • Description

   You can change the work status and include an update, or close the incident.

6. To return to the list of tickets, on the left, select either Contact Queues or Incident Queues. Or click Select New Queue to select and view a different queue's tickets.

Also see:

• At IU, how do I access Falcon?
• In Falcon, how do I create or reassign an incident?