How to resolve and close an incident
An incident is closed by setting its status to Resolved. If the alarm requires acknowledgement, the incident also has to be acknowledged — those are two different actions, and both may be necessary.
How to resolve an incident
- Open the building you want to work on. See How to switch building and search for a building.
- Go to Incidents > Incident handling in the sidebar.
- Open the incident.
- Set Status to Resolved.
The change saves automatically, you get confirmation that the incident was updated, and the activity log records the status change and who made it. The Resolved at field is filled in.
To mark that you've started but aren't finished, set the status to In progress instead.
Note: Setting Resolved closes the incident in Properate — it doesn't fix the condition that triggered it. If the underlying value is still over the limit, the list shows the tooltip Resolved by user, but is still in alarm state, and a new alarm event can create a new incident.
How to acknowledge an incident
If the alarm requires acknowledgement, click Acknowledge.
The acknowledgement status can be:
Status | Means |
|---|---|
Unacknowledged | nobody has acknowledged |
Acknowledged | the acknowledgement is recorded, with a timestamp |
Pending acknowledgement to be confirmed by device | the acknowledgement was sent but not yet confirmed by the device |
Failed to acknowledge | the acknowledgement didn't go through — try again |
If the alarm doesn't require acknowledgement, it says (acknowledgement is not required).
Some alarms are set up so the inactive state should be acknowledged too. It then says (inactive state should be acknowledged), and the acknowledgement shows as Acknowledged (inactive state) at …
What's the difference between resolved and acknowledged?
- Resolved is a work status: the case is finished at your end.
- Acknowledged confirms the alert has been received and seen — and for external alarms the acknowledgement is passed on to the device.
An incident can be acknowledged without being resolved (somebody has seen it, the work remains) and resolved without being acknowledged (the work is done, but the confirmation is missing).
How to see the connection to other incidents
Related deviations shows other incidents in context with this one. Use Show all related alarm deviations for selected period to see the whole picture, or Show only this incident deviation to narrow down.
This helps when the same underlying fault has triggered several alarms: one cold ventilation zone can produce incidents on both temperature and energy use.
Frequently asked questions
Do I have to save after changing the status?
No, status changes save automatically.
The incident came back immediately. Why?
Because the condition never returned to normal. Fix the cause, or adjust the alarm — if the threshold is set too close to normal operation, or the delayed response is too short, the incident will keep returning. See How to create an alarm.
The acknowledgement failed. What do I do?
The message Last acknowledgement failed. Try again. means the action didn't go through. Try again; for an external alarm the device may be unreachable.
Can I document what I did?
Yes, add a comment before closing. See How to comment on an incident.
Tip!
Write a comment about the cause before setting Resolved. Next time the same incident arises — and it often will — that comment is the fastest route to the fix, instead of somebody having to troubleshoot from scratch.