Incidents

Incidents flag an issue with a device. An incident may be:

1. Automatically detected when a device's operating parameters exceed manufacturer-defined bounds (e.g. overheating). These resolve automatically when the parameters return to normal.
2. Generated by a device to report an internal issue (e.g. back panel open). These may be closed automatically by the device.
3. Reported by a user for a generic issue (e.g. cracked case). These can only be closed by a user.

The Incidents screen (Operations → Incidents) lists every incident in your organization. If you can't close an incident and the device's manufacturer offers remote support, you can escalate it to a ticket for the manufacturer to resolve.

How to report an incident

1. Open the device's details screen — from the Devices screen (Inventories → Devices), a widget on a space Dashboard, or anywhere else that links to the device.
2. Click Incidents, then Report an incident.

3. Give the incident a Title and Description and set a priority — Low, Moderate, High or Critical.

After an incident is created

Track the incident from:

• The Incidents screen (Operations → Incidents).
• The Incidents and Active Incidents widgets on a space Dashboard.
• The Active incidents rollup on the Customers page.

Click any incident to see its details. If you've configured Integrations, a matching ticket, email or webhook is triggered automatically.

Managing incidents

Open Operations → Incidents. Three tabs split the queue:

• Active — open incidents.
• Snoozed — incidents you've temporarily muted.
• Resolved — closed incidents.

Use the Hide offline incidents toggle to cut offline noise, and the settings cog to choose which columns are shown (your column choice is shared with all users).

The screen can show these columns:

• Incident Title — a short description of the issue.
• Priority — Low (grey), Moderate (yellow), High (orange) or Critical (red).
• ID — the incident reference (for example INC-CTP09).
• Created / Updated — when the incident was raised and last changed.
• Assigned to — the teammate handling it; use Assign to route it to someone.
• Notification suppressed — whether alerts for this incident are muted.
• Status — Active or Resolved.
• Customer / Space — where the affected device lives.
• Device / Model / Manufacturer — the affected device.

Click an incident to open its detail view, where an admin can Close it or Escalate it to the device's manufacturer for remote support. (Close closes the incident, not the panel.)

A closed incident can't be reopened — with one exception: an incident created by a manufacturer rule reopens automatically if the underlying condition still applies (for example, closing a "low disk space" incident without freeing space).

When a space is in maintenance mode, incidents don't trigger support workflows — see Set Maintenance.

When a command fails

If a command sent to a device fails, Xyte opens an incident for it. Each command on a device gets one incident: if the same command keeps failing, the incident counts the attempts instead of opening a new incident each time.

Open the incident to see a Failed command section:

• The command and the values it was sent with, under the same names you see when sending it.
• Who sent it (a person, a schedule or an automation) and when.
• Why it failed.

Run the command again

Once you've fixed the cause (for example, the device was unplugged), click Run again. Xyte shows exactly what it will send and asks you to confirm with Send to device. The command is sent with the same values as before, so you don't need to re-enter them.

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Check the warnings before you confirm

• If the device isn't reporting right now, the command waits on the device and may time out.
• If the original command was sent more than a day ago, check that its values still apply.

The panel follows the command until the device finishes. When the command succeeds, the incident resolves itself. The same happens if the command succeeds later in any other way, for example on its next scheduled run.

Run again isn't available when:

• the command has been removed from the device model, or isn't configured on the Edge;
• the same command is already waiting in the device's queue;
• it opens a tunnel / remote session (start a new session from the device instead);
• the device no longer has the license the command requires;
• you don't have permission to edit the device.

The panel says which of these applies.