Incidents

The incident duration is 39 minutes and 24 secs. Can you please clarify/ confirm if this is the total duration of the incident or if the duration starts timing after the delay is over. As we have other incidents with a duration under the 30 minutes with the delay on at the time.

Duration excludes delay time

Answer:
The duration is the total time of the incident, excluding delay time.

How do I set up an immediate notification on an incident ? Can I send a notification or a report to more than one address? Can I send notification or a report to SMS or WhatsApp?

Immediate notifications use email routing; SMS or WhatsApp requires a workaround

Set up an immediate incident notification:
  1. Go to Settings → Notifications and make sure the notification email is configured.
  2. If you want different recipients per location, configure them per Customer or Space under Space Settings → Incident Routing.

Send to more than one email address:
  - Use a mailing list, distribution group, or email forwarding via your email service.

Send by SMS or WhatsApp:
  - Not directly at the moment. Use a third-party automation tool, such as Zapier, to relay email notifications to SMS or WhatsApp.

Hello, previously it was either unclear or not possible to sort devices by space, it looks like there is now an 'Unprovisioned' customer so that you can separate devices by customer. Is it possible from the backend to move all my existing devices from the Abt Electronics space to the unprovisioned space so i can better sort and organize devices into different customers and spaces? Will it be possible to move devices directly out of one customer into another now that I have all these sites under one customer? Or is this a situation where starting now I'd have to remove and re-add devices going forward?

Devices can move between spaces under the same customer; Unprovisioned works one way

What you can do:
  - Move devices between spaces or rooms as long as they are under the same customer.

How Unprovisioned works:
  - Unprovisioned lets you claim devices without selecting a customer first.
  - Later, you can move those devices to any customer.
  - This does not work in reverse.

Our company is receiving notifications going online and offline. If possible, can we get some insight on what’s happening in the backend? All the networks that are feeding the devices are live with power and online.

The offline detection threshold is likely too sensitive for this model

What is happening:
  - The offline detection threshold for this model appears to be set to 1 minute.
  - If the device does not communicate for more than 1 minute, an incident is raised.
  - When the device reports back online, the incident is resolved automatically.
  - Brief network hiccups can create repeated online or offline alerts.

Temporary mitigation:
  - Enable an Incident Notification Delay to reduce noise until the issue is resolved.

Longer-term option:
  - Ask the manufacturer support team to increase the offline detection threshold for this model.

I have been reviewing the device log information, like to see more information about the device status history for last few days.

Export the device state history from the device overview

Next step:
Use the Export CSV button in the device overview state tab.