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SmartSense Support

Helpful product guides, videos, and downloads to assist with the installation and troubleshooting of your dashboard.

SmartSense: Incident Management

This guide will assist you in understanding and managing incidents as they relate to your SmartSense solution. When an alarm is triggered, two things occur: an incident is created and logged in the SmartSense system, and a notification is sent to a designated user. "High Severity Incidents" are incidents with a severity of "high" or "highest." Being aware of incidents and how to respond to them is an important aspect of making the most out of your SmartSense solution.

Here is some common terminology associated with incident management:

  • Asset: The area or equipment the sensor(s) are monitoring (ex. freezer, cooler, compartment, ambient room, etc.)
  • Device: Refers to a sensor (B Sensor, Z Sensor, B Repeater, etc.) or a gateway
  • Alarm: The designated threshold attached to an asset, which triggers a notification when breached (can be dependent on temperature, humidity, differential pressure, etc.)
  • Excursion: Any temperature or humidity breach outside the designated range
  • Incident: An incident is created when an alarm is triggered due to a temperature excursion
  • Notification: A message sent to a designated individual via email, SMS text, or phone call to alert that an asset's alarm has been triggered
  • Tag: A label or keyword assigned to an asset (or assets) for the purpose of identifying and classifying

Managing Incidents

  1. Navigate to app.smartsense.co and login using your credentials
  2. Navigate to the Incidents tab
  3. Choose the desired Region and Site from the dropdown menu in the upper left corner


  4. You may also choose a Region and Site from the branch button in the upper right corner
  5. This brings up the following dialogue box where you can make your selection


  6. The Filters button in the upper left corner can be used to locate specific incidents, as well as save filters for easy browsing


  7. High Severity Incidents (incidents with a severity of 'high" or "highest") will be listed first along with the asset's current temperature and how long it has been out of range
  8. All Incidents are listed below High Severity Incidents, along with the Asset, Location, Incident Number, Current Alarms, Severity, Triggered Time, and Status
  9. Select Assign to... to the right of an incident to assign it to a user


  10. Selecting a High Severity Incident brings up the following window:
    • To acknowledge the incident, press the Acknowledge button in the upper right corner
    • Beneath the acknowledge button you may choose the Incident Status
    • Select Assign to to assign to a user
    • Add corrective actions to the incident by selecting Corrective Actions
    • To view more, select View Incident Details


  11. Selecting View Incident Details will direct you to a page that contains Incident History, Asset Information, and an interactive graph
  12. This information can also be accessed by selecting any incident from the All Incidents list
  13. You will only see data in the timeframe related to the selected incident in this view

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