ARCHIVED: Falcon

The following is a small selection of introductory texts from Indiana University's Knowledge Base. You can also search for particular words or phrases throughout the entire Knowledge Base with the full-text search.

Contents

• Access
• Contacts
• Incidents
• Categories and severity levels
• Assignment groups
• Tools
• Following up
• Miscellaneous

Access

• ARCHIVED: At IU, how do I access Falcon?
• ARCHIVED: What is the Falcon Web Lookup tool and how do I use it?

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Contacts

• ARCHIVED: In Falcon, what is a contact?
• ARCHIVED: In Falcon, how do I create a contact?
• ARCHIVED: In Falcon, what should I write in the "Brief Description:" field of a contact?
• ARCHIVED: In Falcon, what should I write in the "Description:" field of a contact?
• ARCHIVED: In Falcon, when creating a contact, what should I write in the "Contact Resolution" field?
• ARCHIVED: How can I set up an email account to automatically create a contact in Falcon?
• ARCHIVED: With Falcon, how can I set up my web form to automatically create a contact?
• ARCHIVED: In Falcon, what is an alternate customer, and how can I create a contact with one?

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Incidents

• ARCHIVED: In Falcon, what is an incident?
• ARCHIVED: In Falcon, how do I escalate a contact to an incident?
• ARCHIVED: In Falcon, how do I link a contact to an incident?
• ARCHIVED: In Falcon, how do I unlink a contact from an incident?
• ARCHIVED: In Falcon, what should I write in the "Incident Description:" field?
• ARCHIVED: In Falcon, how do I create or reassign an incident?
• ARCHIVED: How can I set up an email account to automatically create an incident in Falcon?
• ARCHIVED: In Falcon, how do I upload an attachment to an incident?
• ARCHIVED: With Falcon, how can I set up my web form to automatically create an incident?
• ARCHIVED: In Falcon, how do I update an incident?
• ARCHIVED: In Falcon, how do I add information to an existing incident?
• ARCHIVED: In Falcon, how do I change the categorization of an incident?
• ARCHIVED: In Falcon, how do I view the activity log for an incident?
• ARCHIVED: In Falcon, how can I search for an incident?

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Categories and severity levels

• ARCHIVED: In Falcon, how do I categorize a contact or an incident?
• ARCHIVED: In Falcon, how do I select the severity of a contact or an incident?
• ARCHIVED: In Falcon, what are the various severity levels and what do they mean?
• ARCHIVED: In Falcon, what is a quick code, and how do I add or delete one?

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Assignment groups

• ARCHIVED: In Falcon, what is an assignment group?
• ARCHIVED: In Falcon, how do I create or make changes to an assignment group?
• ARCHIVED: In Falcon, how do I set up email notifications for new or updated contacts and incidents?

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Tools

• ARCHIVED: In Falcon, how do I view the email associated with a contact or an incident?
• ARCHIVED: In Falcon, how do I send email to a customer?
• ARCHIVED: In Falcon, how do I page second tier support?

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Following up

• ARCHIVED: In Falcon, how do I add information to an existing incident?
• ARCHIVED: In Falcon, how do I change the categorization of an incident?
• ARCHIVED: In Falcon, how do I view the activity log for an incident?
• ARCHIVED: In Falcon, how can I search for an incident?
• ARCHIVED: In Falcon, how can I check the status of my contact or incident?
• ARCHIVED: In Falcon, can I remove my comments from a contact or incident update after I have saved the item?
• ARCHIVED: In Falcon, how do I add or view a customer or general note?
• ARCHIVED: In a Falcon incident, what are the History, Alerts, and Related Records tabs?

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Miscellaneous

• ARCHIVED: For Falcon at IU, how can I report a problem or ask a question?
• ARCHIVED: In Falcon, how do I know which fields are required?
• ARCHIVED: In Falcon, where are error messages displayed?
• ARCHIVED: In Falcon, how do I print?
• ARCHIVED: In Falcon, what should I do if a client does not show up?
• ARCHIVED: In Falcon, what is the "Work Status" field?
• ARCHIVED: In Falcon, how do I change the color scheme?
• ARCHIVED: In Falcon, why do I receive the error message "Your inactive session has timed out, client will terminate"?
• ARCHIVED: In Falcon, what is the difference between the two back buttons?
• ARCHIVED: For Falcon at IU, how do I submit a suggestion?

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Comments/Questions/Corrections