Assign and resolve alerts

Hand an alert to the person who will fix it, and close it with a note of what was done. The note stays on the alert, so the team can see later how a problem was handled.

Assign an alert

Who can do this: Admin User

1. On the Alerts tab, click the alert.
2. Under Assign Alert, type the email address of the person to handle it. Add more people with Add another….
3. Click Assign Alert.

The alert's status becomes Assigned, and Assignment Details show who it went to, who assigned it and when. Each change is recorded in Assignment History.

Assign to someone without a dashboard account

You can assign an alert to anyone with an email address, such as a vendor or a field technician. An address that has no account in your company is tagged secure link in the dialog.

That person is emailed a private link to this one alert. The link opens a page, without logging in, where they can see the alert's details, Add note to say what they found, and Mark resolved once it's fixed. A note is required to resolve.

The link stops working:

• after 7 days,
• when the alert is resolved, or
• when the alert is reassigned. Reassigning sends a fresh link to whoever it now goes to.

If the alert escalates while it's assigned, they're emailed a fresh link.

Resolve an alert

Who can do this: Admin the device's User, or the person the alert is assigned to.

1. Click the alert.
2. Under Resolve Alert, write what was done, for example Replaced the faulty sensor and verified readings are back to normal.
3. Click Resolve Alert.

Resolution Details then show who resolved it, when, and the note.

An Alert Resolved email goes to the people the alert was assigned to and to whoever assigned it, including earlier assigners if it was reassigned. That's also true when an outside assignee resolves it from their link.

You often don't need to resolve by hand

A threshold alert resolves itself when the reading comes back to normal. Resolve by hand when you've fixed the cause and want to record what you did.

A manually resolved alert stays closed. If the reading is still out of range, a new alert is raised only after the value has recovered and then gone out of range again.

Viewers

Viewers can see alerts and their history, but can't assign or resolve them.