Falcon
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Contents
Access
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Contacts
- In Falcon, what is a contact?
- In Falcon, how do I create a contact?
- In Falcon, what should I write in the "Brief Description:" field of a contact?
- In Falcon, what should I write in the "Description:" field of a contact?
- In Falcon, when creating a contact, what should I write in the "Contact Resolution" field?
- How can I set up an email account to automatically create a contact in Falcon?
- With Falcon, how can I set up my web form to automatically create a contact?
- In Falcon, what is an alternate customer, and how can I create a contact with one?
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Incidents
- In Falcon, what is an incident?
- In Falcon, how do I escalate a contact to an incident?
- In Falcon, how do I link a contact to an incident?
- In Falcon, how do I unlink a contact from an incident?
- In Falcon, what should I write in the "Incident Description:" field?
- In Falcon, how do I create or reassign an incident?
- How can I set up an email account to automatically create an incident in Falcon?
- In Falcon, how do I upload an attachment to an incident?
- With Falcon, how can I set up my web form to automatically create an incident?
- In Falcon, how do I update an incident?
- In Falcon, how do I add information to an existing incident?
- In Falcon, how do I change the categorization of an incident?
- In Falcon, how do I view the activity log for an incident?
- In Falcon, how can I search for an incident?
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Categories and severity levels
- 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 are the various severity levels and what do they mean?
- In Falcon, what is a quick code, and how do I add or delete one?
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Assignment groups
- In Falcon, what is an assignment group?
- In Falcon, how do I create or make changes to an assignment group?
- In Falcon, how do I set up email notifications for new or updated contacts and incidents?
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Tools
- In Falcon, how do I view the email associated with a contact or an incident?
- In Falcon, how do I send email to a customer?
- In Falcon, how do I page second tier support?
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Following up
- In Falcon, how do I add information to an existing incident?
- In Falcon, how do I change the categorization of an incident?
- In Falcon, how do I view the activity log for an incident?
- In Falcon, how can I search for an incident?
- In Falcon, how can I check the status of my contact or incident?
- In Falcon, can I remove my comments from a contact or incident update after I have saved the item?
- In Falcon, how do I add or view a customer or general note?
- In a Falcon incident, what are the History, Alerts, and Related Records tabs?
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Miscellaneous
- For Falcon at IU, how can I report a problem or ask a question?
- In Falcon, how do I know which fields are required?
- In Falcon, where are error messages displayed?
- In Falcon, how do I print?
- In Falcon, what should I do if a client does not show up?
- In Falcon, what is the "Work Status" field?
- In Falcon, how do I change the color scheme?
- In Falcon, why do I receive the error message "Your inactive session has timed out, client will terminate"?
- In Falcon, what is the difference between the two back buttons?
- For Falcon at IU, how do I submit a suggestion?
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This is document apob in domain all.
Last modified on July 22, 2008.
Last modified on July 22, 2008.
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