Incident Management

This guide will assist you in understanding and managing incidents in the SmartSense web app. Incidents are occurrences that generate when an alarm is triggered. Once an incident is created, the data is logged into the SmartSense cloud system and authorized users receive a notification via phone, text, or email.

"High Severity Incidents" are incidents with a severity of "high" or "highest" that can be adjusted by authorized administrators. Being aware of incidents and how to respond to them is an important aspect of maximizing your SmartSense solution.

1. Navigate to app.smartsense.co and log in using your SmartSense credentials.
   
   
2. You should now be on your HOME SCREEN (Dashboard). If your organization has more than one location/site, you will need to switch to the correct location/site by selecting the DROPDOWN ARROW in the top left corner of the home screen and entering the name of the location/site.
   
   
   
   
3. Alternatively, select the HIERARCHY BUTTON to display a modal window where you can filter by name or number to select the group/level.
   
   
   
   
4. Select the INCIDENTS tab. If all your assets, sensors, and gateways are behaving as expected, there should be no incidents reported on this page. However, if there is an urgent issue that you need to immediately address, HIGH SEVERITY INCIDENTS will be displayed at the top of the page (the severity level of an incident can be adjusted by authorized administrators).
   
   You can filter incidents in the top left corner by selecting FILTERS, choosing an option, and selecting APPLY CHANGES. In the incident card, you can view the incident ID, incident name, incident description, time the incident was reported, and a "currently" label for real-time trends.
   
   
   
   
5. If you select the incident card, a modal window will appear with additional details and actions that you can take to manage the incident. When an incident is acknowledged, the box turns GREEN and displays a checkmark. The default status of the incident will always be NEW, but selecting the dropdown allows you to modify the status.
   
   You can also select the ASSIGN TO dropdown to choose a user from your SmartSense account to manage the incident. Selecting CORRECTIVE ACTIONS will give you the option to choose from a list of corrective actions to apply to the incident.
   
   Any changes you make will display under the HISTORY section.
   
   
   
   
6. Clicking VIEW INCIDENT DETAILS at the bottom of the modal window will take you to a page where you can view the full history of the incident, asset information, and a detailed graph with temperature and/or humidity readings dating back to a month prior.
   
   
   
   To return to the previous page, select BACK TO INCIDENT LIST in the top left corner.
   
   
7. Below the High Severity Incidents, you can view ALL INCIDENTS, which are all incidents that have occurred. In this section you can view:
   1. Name — the label of the asset where the incident occurred
   2. Type — the incident category
   3. Location — the name of the person who owns the asset
   4. Incident — 8-digit code assigned to the incident
   5. Alarm Type — the assigned category and urgency of the alarm
   6. Current Alarms — alarms that are active on the asset and have not been acknowledged
   7. Severity — the icon shows the level of impact of the incident, with one bar indicating low severity and five bars indicating high severity
   8. Triggered Time — the time and/or date the incident occurred
   9. Status — this will be New or Closed depending on whether the incident has been acknowledged
   10. Assigned To — the person who managed the incident (will display an “Unassigned” status otherwise)
       
       

Note: All Incidents is not an interactive area and is used for auditing purposes only.