# Managing system alarms

System alarms occur if there is an issue with the system, such as a power failure or a low battery alarm. They display information about Controller offline, low battery, and input tamper alarms. When a system alarm is raised, Site Managers are notified and an incident is created.

If a system alarm is generated, Site Managers will receive a push notification on their phone stating there is an issue. Opening this notification will take you directly to the incident details. An incident banner also appears on the home screen of the SMB app.

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### Controller Offline alarm <a href="#controller-offline-alarm" id="controller-offline-alarm"></a>

If your alarm system goes offline, it will create an incident. The incident will show a Controller offline alarm.

An offline incident occurs when your system can no longer connect to the internet. Your site enters a 'local only' mode. In this mode, your site is still secure, and a siren will still be triggered if an alarm is activated. However, you will not receive notifications about intruder alarms and a guard cannot be called.

If your system comes back online:

1. Select the **Actions** button.
2. Close the Incident, selecting **Maintenance** as the reason.

If your system does not come back online after about 30 minutes:

1. Navigate to the Incident.
2. Click **MORE INFO** on the Incident details page.
3. A pop-up will appear with more information and provides an option to **EMAIL** or **CALL** your Technician.

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### Claim the incident <a href="#claim-the-incident" id="claim-the-incident"></a>

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:

1. Tap the **Actions** button at the bottom of the **Incident Details** page.
2. Select **Claim Incident**.

   An entry will appear on the right-hand side of the incident timeline showing that you have claimed the incident.

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### Close the incident <a href="#close-the-incident" id="close-the-incident"></a>

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:

1. Tap the **Actions** button at the bottom of the **Incident Details** page.
2. Select **Close Incident**.
3. 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**](/smb/smb-app/activity-and-incident-management/site-activity.md) tab.

Until the incident is closed, the incident banner will remain on the home screen (**Site** page) of the app.

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#### Auto-closing of Incidents <a href="#auto-closing-of-incidents" id="auto-closing-of-incidents"></a>

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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