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What Are Incidents?

Learn about Incidents and how to manage different types of alerts to acknowledge and resolve alarms.

Incidents Overview

Incidents are created by alarms that are triggered. From the SmartSense mobile app (formerly NEXT) home screen, tap on the INCIDENTS tile to display a list of open incidents for your site.

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You can search for different status types by tapping on the filters icon to toggle between the available filters: 

  • New is the default status for all incidents created in the system
  • Active indicates that an incident is open and ongoing (no longer new)
  • On Hold indicates an incident is ongoing but is waiting for another action before moving to the next stage
  • Closed indicates all alarms have been acknowledged and the information has been updated within the SmartSense account

 

Note: Incidents with a closed status are only available in the mobile app for 24 hours after being closed.


Each tile displays the asset name associated with the triggered Alarm, Alarm Threshold, and Alarm Type at the top. Additional details include the Incident Number, Timestamp, Status, and Severity Level of the incident.

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Incident (Number)

Tapping an incident will take you to the INCIDENT (NUMBER) screen. There are three tabs at the top of the screen:

  1. Summary
  2. Alarms
  3. History

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Summary

Summary includes the asset name and displays a VIEW ASSET button to the right of the asset name. Tapping this button will take you to the ASSET DETAILS screen. Below you will see a section that displays the device name and location. The section below displays the alarm number (some incidents might have multiple alarms) and alarm duration. The final section displays the status of the incident, severity, time the incident started, and who is assigned to the incident.

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If all alarms have been acknowledged, you will see a blue banner at the top of the screen saying, ALL ALARMS ACKNOWLEDGED.

In the bottom right corner, you will see a plus sign. Clicking this button will give you a few action items:

  1. CLOSE INCIDENT – selecting this icon will display a modal window. Closing an incident cannot be undone.
  2. PLACE ON HOLD/CHANGE TO ACTIVE – selecting this icon will change the status of the incident.
  3. ADD CORRECTIVE ACTION – selecting this icon will allow you to enter a corrective action.

    Incident_action_items.PNG

Note: The plus sign is available on all tabs (Summary, Alarms, and History).

 

Alarms

Alarms displays ALARMS TRIGGERED but some incidents may only have a single alarm configured. An ALARMS card will display the alarm number and the status of the alarm to the right. Additionally, you can view the Alarm Type, Threshold (temperature), Duration, and Triggered (date/time it occurred).

Alarms.PNG

History

History displays the Event and Description of any action that occurred for the incident as well as the corresponding date and timestamp.

History.PNG

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