How to read the incident list
Incident handling is the list of incidents in the building. An incident is created when an alarm fires, and it stays in the list until it's resolved. This is your work list in the module.
How to open the incident list
Go to Incidents > Incident handling in the sidebar.
The columns in the table
Column | Contents |
|---|---|
Name | the name from the alarm configuration |
Severity | Critical, Error, Warning or Info |
Status | Unresolved, In progress or Resolved |
Responsible | who the incident is assigned to |
Notified | who has been notified |
Reported at | when the incident arose |
Resolved at | when it was resolved |
Category | the category from the alarm |
Last comment | the most recent comment |
Address | the building's address |
How to filter the list
Use the filters at the top:
- Mine — only the ones assigned to you
- Active — hides the resolved ones
- Status, Severity, Source and Category — filter by value
The search field finds incidents by name.
Note: The combination Mine + Active is your work list. Without Active you also see everything resolved, and the list grows quickly.
The statuses
Status | Means |
|---|---|
Unresolved | the incident is untouched |
In progress | somebody is working on it |
Resolved | done |
An incident can be marked resolved by a user while the alarm is still active. The tooltip Resolved by user, but is still in alarm state flags exactly that — the underlying condition hasn't returned to normal.
Frequently asked questions
What's the difference between an incident and an alarm?
The alarm configuration is the rule doing the monitoring; the incident is the event that arises when the rule is broken. One alarm can produce many incidents over time. See How to create an alarm.
Why are there no incidents in the list?
Either everything is fine, or no alarms have been set up — or the alarms lack active periods and are therefore disabled. Check Alarm configuration.
How do I take an incident?
Open it and use Assign to me. See How to assign an incident.
Can I see incidents across all my buildings?
Yes, in the portfolio view — see How to follow up incidents across the portfolio.
Tip!
Sort by Reported at and look at the oldest unresolved incidents, not just the newest. An incident that has sat there for three weeks has usually either genuinely been forgotten, or comes from an alarm set too sensitively that ought to be adjusted.