To help operators focus on incidents that require immediate attention, you can filter out low-priority and on-hold incidents from the Incident monitoring task.
Use cases for incident filtering
In some cases you might need the operator to trigger an incident for scheduled work, perform some tasks and wait for a scheduled amount of time during which the operator need not act on the incident. During the scheduled waiting period the incident can be removed from view to prioritize monitoring tasks. In such cases, you can configure incidents to be filtered out of view until the scheduled work is complete so the operators can manage their time more effectively.
Some examples include scheduled maintenance work, or incidents that are not threats but still need the operators to authorize tasks such as arming or disarming a zone, and so on.
You can configure the incident workflow, procedure and trigger so that when the operator triggers the incident on the map, the system automatically performs tasks such as disarming the zone, sending an email to selected recipients, putting the incident on hold for a specified period, and so on.
Example scenario: Zone maintenance
In this scenario, the Zone maintenance incident is configured for manual trigger.
You can do this by selecting Allow manual trigger in the Properties page of Incident configuration task in Config Tool.
When the operator triggers the incident on the map, the incident procedure requests details of time for the maintenance work. The operator's response directs the workflow to put the incident on hold for the selected interval of time. During that time period, the operator's attention is not required and the incident is to be removed from view. When the maintenance work is complete, the incident is brought back into the incident listing view in the Incident monitoring task for the operator to resolve and close the incident.
- Create a view filter for the Incident monitoring task.
- Configure the dynamic SOP to accept operator response.
- Design the incident workflow to change incident state based on operator response.
View filter in the Incident monitoring task
You can choose the criteria for listing incidents in your operator's Incident monitoring task in Security Desk.
- Incident type
- Incident state
- Incident location
- Incident priority
- Trigger time
- Incident owner
This is represented by Users, or User groups.
In this example, only incidents with New, In progress, Resolved or Repair Needed states are displayed. Incidents in the On hold state will be removed from view until their state changes to one of the states in the view filter.
Procedure for a Zone maintenance incident
In this example, a dynamic SOP gives the operators the flexibility to select one of many choices in the time-frame for the maintenance work. For configuration purposes, you can choose time intervals for maintenance incidents based on your trend data for such maintenance work.
In this example, the operator has three time interval choices.