Changing incident states - Genetec Mission Control™ 2.13.4.0

Genetec Mission Control™ User Guide 2.13.4.0

series
Genetec Mission Control™ 2.13.4.0
revised_modified
2020-10-27

As the Genetec Mission Control™ incident owner, you can show the progress of your incident resolution to other users by changing the incident state.

Before you begin

If the incident belongs to another user, you must first take ownership of the incident before you can change its state. If the incident has no owner, changing an incident state automatically makes you the owner of the incident.

Procedure

  1. In the Incident monitoring task, select an incident.
    Do one of the following:
    • Right-click an incident in the incident list.
    • Right-click an incident on the map.
    • If the incident is selected, click Actions () at the bottom of the incident details pane.
  2. In the contextual menu, click Change state to.
  3. Select one of the states from the list:
    The predefined incident states are:
    New
    The incident has just been triggered and no activity is recorded. If using the default settings, you can change a new incident to In progress or Closed.
    In progress
    Actions are being taken for this incident. If using the default settings, you can change an incident from In progress to any other state.
    On hold
    The incident is paused. For example, you might do this if higher priority incident requires your attention, or if you are waiting for external information before moving forward with the procedure. When changing the state of an incident to On hold, indicate for how long you want to pause the incident and click Apply. The incident reverts to its original state as soon as the hold time expires. If using the default settings, you can change an incident from On hold to any other state.
    Resolved
    The situation is resolved and ready to be closed. If using the default settings, you must complete all the steps in the standard operating procedure (SOP) before you can set an incident to Resolved. You can change the incident from Resolved to any other state.

    You need the Forcibly resolve incidents with incomplete SOPs privilege to resolve incidents without completing all the steps in the SOP.

    Closed
    Everything that needs to be done for this incident has been done. If using the default settings, you must resolve an incident before you can close it. After an incident is closed, you can no longer make any changes to it. Closed incidents are removed from the Incident monitoring task, but all information remains available in the system for auditing, investigation, and analysis.

    You need the Forcibly close unresolved incidents privilege to close unresolved incidents.

  4. If you are ready to change the state to Resolved but not all SOP steps have been completed, click one of the following:
    Complete SOP and resolve
    Completes the remaining steps before changing the incident state. Depending on your system configuration and the incident type, you might not have the privileges to do this.
    Resolve
    Changes the incident state without completing the remaining steps. Depending on your system configuration and the incident type, you may not have the privileges to do this.
    Cancel
    The incident remains in its current state.

Example

Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages.

NOTE: Although we do our best to keep our videos current, the information presented in this video might become outdated with each new release. If you find anything wrong with this video, feel free to contact us.