Respond to an incident
If an alarm at your site is activated, the Site Managers will receive a push notification on their phone saying which sensor was activated. Opening the notification will take you directly to the incident, or if you don’t click on the notification then an incident banner also appears on the home screen of the SMB app.
If any other sensors are activated within 20 minutes of the previous, these will appear in the timeline of the same incident and a Site Manager will need to respond to the incident. The Site Manager can claim the incident to inform the other Site Managers it's under control, silence the alarm, request a Security Guard if enabled, or close the incident.
Note: If Third-Party Monitoring is enabled, the Site Manager will not receive notifications of alarm incidents.
Open Video App
This option only displays if 'Link to Video App From Incident' has been enabled in Site Settings. Select this option as a convenient way of opening your video app if you wish to find footage relating to the incident.
Tap the Actions button at the bottom of the Incident Details page.
Select Open Video App.
Your Video Management System (VMS) app opens to its default/home screen if it is installed. If it is not installed, you are taken to the app store page for that app.
Claim the incident
Claiming the incident informs other Site Managers that you are going to handle the situation. They will receive a push notification to tell them you have claimed it. They will also be able to see this in the details of the incident.
To claim an incident:
Tap the Actions button at the bottom of the Incident Details page.
Select Claim Incident.
An entry will appear on the right-hand side of the incident timeline showing that you have claimed the incident.
Silence the alarm
If you'd like to turn off the siren during an incident, you can do so by silencing the alarm.
To silence the alarm:
Tap the Actions button at the bottom of the Incident Details page.
Select Silence Alarm.
An entry will appear on the right-hand side of the incident timeline showing that you have silenced the alarm.
Close the incident
When the incident is complete, you or another Site Manager need to close it. When doing so, you provide a reason as to why the alarm was activated. The reasons to choose from are:
Intruder
Maintenance
False Alarm
To close the incident:
Tap the Actions button at the bottom of the Incident Details page.
Select Close Incident.
Select the reason for closing the incident.
An entry will appear on the right-hand side of the incident timeline showing that you have closed the incident and the reason for closing.
The incident is then recorded under the Activity > Incidents tab.
Until the incident is closed, the incident banner will remain on the home screen (Site page) of the app.
Auto-closing of Incidents
If an incident is not closed by the Site Manager within 24 hours, the system will automatically close the incident if the following criteria are met:
The incident is open.
There is no guard call out in progress for the incident. If there had been a guard call out for the incident, it must have been closed or cancelled.
The incident has no active alarms.
The most recent alarm assigned to the incident occurred more than 24 hours ago.
The Incident Log will record the Incident as Closed as inactive by System.
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