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.

Its the total tome 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?

To get an immediate incident notification set up:

Set the recipient email

1. Go to Settings --> Notifications and make sure the notification email is configured. Then, if you want different recipients per location, you can configure it per Customer or Space under Space Settings --> Incident Routing.
2. Send to more than one email address: Unfortunately, not directly. A common workaround is to use a mailing list / distribution group, or set up email forwarding via your email service.
3. Send via SMS or WhatsApp Not directly at the moment. As a workaround, you can use third-party automation tools (e.g., Zapier) to relay email notifications to SMS/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 be move between spaces/rooms as long they are under the same customer

The Unprovisioned allow you to claim devices without selecting a customer and later move them to any customer
but not vice versa.

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.

it seems the Offline detection threshold for this model is set to 1 minute. This means if the device doesn’t communicate for more than 1 minute, an incident is raised, and once it reports back online the incident is automatically resolved. If there are brief network hiccups, that threshold can generate frequent online/offline alerts.

As temporary mitigation, you can enable an Incident Notification Delay to reduce noise until the issue is resolved.

Another option would be to ask the manufacture support to increase the Offline detection threshold for these model.