How can I set up an email account to automatically create an incident in Falcon?

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.

Note: Before using these instructions, consider the following:

• The Indiana University email account you use to automatically create an incident in Falcon must be a Cyrus mail account. You cannot use an Exchange account.
  
  
• You should have an assignment group created before you begin. If you do not own an assignment group in Falcon, see In Falcon, how do I create or make changes to an assignment group?

To set up an email account that will automatically create an incident in Falcon:

1. Create a Cyrus mail account. See At IU, how can my group or department request a computing account?
   
   
2. Set the forwarding in the Cyrus account to the following, replacing xx-xxx-xxxx with your assignment group (see In Cyrus mail, how do I set up or remove forwarding?): xx-xxxx-xxxx+im@falcon.iu.edu
3. Log into Falcon, and then click the Administration tab.
   
   
4. Click Group Email Configuration.
   
   
5. Find your assignment group and double-click its name to open the Assignment Group Email Configuration form.
   
   
6. Check Enable ticket creation via email.
   
   
7. If you want Falcon to send a custom reply (or no reply), instead of the default message, type your message into the text box under "Auto Reply Message Text".
   
   
8. Click OK to save your changes.
   
   
9. Send a test email message to the Cyrus account. Shortly, you should see the resulting email (now a ticket) in your Falcon inbox.

When you're done, each email message sent to the specified Cyrus mail account will automatically create an incident in Falcon, and send your automated (optional) response.

For detailed instructions (including screenshots), see Falcon's Group Email and Notification Instructions (PDF file).