Handle an alert

An alert stays open until someone resolves it, even when the value is back to normal. If the rule stops running, for example because someone turns it off, the portal resolves the alert itself. Acknowledging, notes and resolving in the panel appear with your name in the history of the alert. What each status means is covered in How alerts work.

What you need

• The role Owner, Admin or Technician in your organisation. With Read only you see the alert, but not the buttons to handle it.

Open an alert

Loading the walkthrough.

1. Open the alerts

   Open Alerts in the menu. The list first shows the alerts under Open.

2. Choose the alert

   Click the alert in the list. The alert opens in a panel on the right.

The Acknowledge and Resolve buttons in the Action column open the same panel. A notification of an alert under the bell in the top bar also opens the panel. The alert bar on the gateway page does not open a panel. There you acknowledge an active alert with Acknowledge, without a note.

Read the chart and history

At the top of the panel you see the status, the severity and how long the alert has been open. For an alert from automatic monitoring and for some alert rules, a sentence with the measured numbers sits below. It says why the alert fired.

For an alert on a register, a chart shows that register around the moment the alert fired. With 1h, 6h, 24h and 7d you choose how much time the chart shows. Each status change gets a number in the chart, red when the alert fired. Under History the same numbers appear with the time, what happened and the value. Notes and reminders sit in between without a number. On a phone the numbers appear only in the history.

If the alert is about a Modbus device that delivers no data, there is no chart. The panel then shows when the last value arrived.

Acknowledge an alert

Acknowledging shows your colleagues that someone is picking up the alert. It does not resolve anything. The email when the value is back to normal and a reminder you have set are still sent.

1. Type a note

   If you want to add what you are going to do, type it in the Add a note... field below the history.

2. Acknowledge the alert

   Click Acknowledge. The panel closes and the alert is under Acknowledged.

If the value then returns to normal, the alert goes to Returned and is under Open again. If it then fires again, its status is Active. A returned alert has no Acknowledge button. You resolve such an alert.

Add a note

A note records what you saw or did, without changing the status. Your colleagues read it in the history.

1. Type a note

   Type your text in the Add a note... field below the history.

2. Save the note

   Click the plus sign next to the field, or press Enter. The note now appears in the history with your name.

Resolve an alert

Resolving closes the alert and always requires a note about what was wrong and what you did. As long as the note field is empty, Add a note to resolve appears below the buttons and resolving does not work.

1. Write down the cause

   In the Add a note... field, type what the cause was and what you did. Do not press Enter, because Enter saves the text as a separate note and empties the field.

2. Resolve the alert

   Click Resolve. If the alert is still Active, the button is called Acknowledge + Resolve. The panel closes and the alert is under Resolved.

Resolve an alert only when the cause is gone. If the condition is still true, the same alert opens again. If an alert keeps firing, see Alert does not fire, fires too often or stays open.

Set a reminder

Remind me sends one email about the alert at a time you choose. The alert itself does not change.

For a fixed time, under Remind me click 1 hour, 3 hours, Tomorrow 9:00 AM, 1 day, 3 days or 1 week. The reminder is then set straight away. You set your own time like this:

1. Open the calendar

   Under Remind me, click Custom.... A calendar with a time picker appears.

2. Choose the day

   Click the day in the calendar. Use the arrows next to the month to move to another month.

3. Choose the time

   Choose a fixed time such as 14:00, or set the time with the arrows. If you choose nothing, the time stays 09:00.

4. Schedule the reminder

   Click Schedule. The button appears as soon as the day and time are in the future. The history then shows Reminder set with the chosen time.

The email goes to the same recipients as the alert email, not only to you. After sending, the history shows Reminder sent with the addresses. You choose who receives the alert email in Choose who receives alert emails.

If you open the alert again before that time, Reminder active appears under Remind me. With Cancel next to it, you delete the reminder. If you no longer want the email, cancel the reminder before you resolve the alert. After resolving, Remind me is no longer in the panel, but the reminder is still sent.

Acknowledge several alerts

On a large screen, you acknowledge several active alerts at once, without a note.

1. Select the alerts

   On the Alerts page, select the checkbox of each alert you want to acknowledge. Only an alert that is Active has a checkbox. With the checkbox in the table header, you select all active alerts in the list.

2. Acknowledge the selection

   Click Acknowledge selected at the top right above the list, with the number in brackets. The alerts are now under Acknowledged.