Resolving a Sensor Alert

As discussed in Understanding Sensor Alerts and Notifications, the process for resolving a sensor alert is as follows:

1. An issue arises that triggers the alert, which is recorded by the system.
2. The system sends out notifications.
3. The system pauses alert notifications so that no other notifications will be generated while the issue is being resolved.
4. Once the notification process is complete, the alert is closed.
   • The alert can be opened again if the location wants to keep it active.
5. A corrective action is taken and entered into the system, if required.
6. The alert notification pause is cleared..

Processing the Notifications

When a sensor alert is triggered, you will receive notification(s) if you job role is one of those selected for the alert. The notifications will take one or more of the following forms:

• An SMS message, which only requires you to read it, not acknowledge it:

  

• An Email message, which only requires you to read it, not acknowledge it:

  

• An automated Phone call if no one before you on the call tree has acknowledged receipt of the notification. You can choose to acknowledge receipt of the call, or pass it down to the next person on the tree if you are not in a position to address the issue.

If Tablet Notification is also set for the alert, all tablets at the location will receive a notification, which only requires you to read it, not acknowledge it:

Adding a Required Corrective Action

To add a required corrective action to the a sensor alert, carry out the following:

1. Display Sensor Alerts page, filtered to show alerts where a Corrective Action is Needed, using one of the following methods:
   • On the Dashboard, tap/click RESOLVE ALERT on the sensor card:

     

   • In the Server App, clicking Notifications > Sensor Alerts > Triggered Alerts (this is actually the default view for the Notifications menu):

     

   • In the Mobile App, tap the Dashboard icon, then Notifications > Sensor Alerts > Triggered Alerts (this is actually the default view for the Notifications menu):

     

     

   The Sensor Alerts page, filtered to show alerts where a Corrective Action is Needed, appears:

   

2. Click Add Corrective Action for the alert you want to resolve. The Resolve Device Alert form appears:

   

   • The Resolved by field is pre-populated with your name.
3. In the Add Corrective Action field, enter text that best describes the issue you found and how you resolved.
4. If the issue is resolved, then check (or leave checked) the Closed box.
   1. If the issue is not resolved, then uncheck the box and it will remain as active.
5. Click Resolve. The Sensor Alerts page appears and is refreshed:
   1. If you checked the Closed box, the alert is no longer active.
   2. If you left the Closed box unchecked, the alert remains active.

Editing a Corrective Action

You can edit the corrective action of a sensor alert, regardless of whether it was automatically added by the system or manually added by a user.

Use the following procedure to edit an existing corrective action:

1. With the Sensor Alerts page open, click Actions and choose All. A list of all sensor alerts appears:

     

2. Locate the alert whose corrective action you want to edit, and click Edit under the text. The Resolve Device Alert form appears with the previously entered Description and the Closed box checked or unchecked as it was when the entry was made:

   

3. Edit the Description and check/uncheck the Closed box, as needed.
4. Click Resolve. The Sensor Alerts page is refreshed and the alert resolution is updated with your changes. You are now the Handled by person for the alert.

Adding Corrective Actions to Multiple Alerts

This functionality is only available in the Server App.

Use the following procedure to add corrective actions to all alerts that where a corrective action is needed but hasn't been added:

1. With the Sensors Page active, click Actions and choose Show Corrective Needed. The Sensors Page is updated to show all alerts where a corrective action still needs to be added:

   

2. Click Actions and choose Add Corrective to Multiple. The Resolve Device Alert form appears:

   

3. Enter a Description of the corrective action that can be applied to all outstanding alerts.
4. Check the Closed box to close the outstanding alerts.
5. Click Resolve. A confirmation dialog appears:

   

6. Click OK to proceed with resolving all outstanding alerts requiring a corrective action. The Sensors Page is updated and all alerts that required corrective actions have been closed: