In Falcon, when creating a contact, what should I write in the "Contact Resolution" field?

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.

In Falcon, the "Contact Resolution" field on the contact form should contain, but is not limited to, the following:

• Specific settings you changed to correct the problem
  
  
• Final troubleshooting steps resulting in resolution
  
  
• A description of the resolution (as you explained it to the customer)
  
  
• Resources you used to reach the resolution

Also see:

• 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 create a contact?
• For Falcon at IU, how can I report a problem or ask a question?