Managing abnormal lost unit events - Genetec Mission Control™

Preconfigured Genetec Mission Control™ incidents

Applies to
Genetec Mission Control™
Last updated
2021-07-30
Content type
Guides > Technotes
Language
English (United States)
Product line
Mission Control > Genetec Mission Control™
Version
3.0
2.13

Use the Abnormal Events - Unit lost incident type to automatically alert operators when there are connectivity issues taking any unit such as access control or video units offline.

Abnormal Events - Unit lost incident type: functionality

This incident type is configured to be triggered automatically on detecting any Unit lost event. The system then executes a preconfigured automation workflow that emails Administrators about an active incident. The system also sends a confirmation email with selected details when the incident is resolved.
Tip: You must have the following details:
  • At least one valid email address for notification emails.
  • For Genetec Mission Control™ versions 3.0.1.0, a macro to initiate a reboot of the unit.

    As of Genetec Mission Control™ 3.0.2.0, Reboot unit is available as an automation workflow activity for incident type configuration.

The system automatically closes the incident after the unit comes back online.

For more information on the how the operator can monitor and manage the incident, see the Genetec Mission Control™ User Guide.

Abnormal Events - Unit lost incident type configuration

The incident type is preconfigured with the following:

Abnormal Events - Unit lost incident type: triggers

The incident is configured to be automatically triggered when any unit goes offline.

Based on your setup, you can add, remove or modify triggers as required. For more details, see Modifying incident triggers.

Abnormal Events - Unit lost incident type: automation workflow

After the incident is triggered, the system waits to see if the error resolves itself within 2 minutes. If not, the system runs a dedicated macro that restarts the unit. If the unit comes back online, the system automatically closes the incident without any manual intervention.

If manual intervention is required to fix the issue, the system waits for the operator to respond to the dynamic incident procedure. After the operator confirms error resolution, the system sends a notification email to users configured as Administrators with the following details:
  • Latest activity log
  • Last event
  • Incident trigger time
  • Incident owner
  • Incident sources
  • Incident location
You can modify any of these details such as email recipients, details included in the notification email, and so on by selecting the incident type from the Incident configuration page in Config Tool and modifying the corresponding automation workflow activity in the incident's Automation tab.

For more details, see Modifying incident automation workflow activities.

Abnormal Events - Unit lost incident type: user procedure

The incident is configured with a dynamic procedure, that accepts operator response and directs system action accordingly.

The incident procedure steps include the following information and directives for the operators:
  1. Verification of event cause: Maintenance, known issue or unknown issue.
  2. Directives for the operator:
    • If the event cause is a maintenance, known hardware or network issue, put the incident on hold and revisit the issue for resolution.
    • If the event cause unknown, reboot the unit.
    • If the unit does not come back online, create a service request.

For more details, see Modifying incident user procedures.

For more information on incident type configuration, see the Genetec Mission Control™ Administrator Guide.