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When critical alarms occur on devices subscribed to Asset Advisor, incidents are automatically created. An agent from the Schneider Electric Service Bureau will either call you or chat with you to help you solve the incidents.

You get notified immediately on the EcoStruxure IT app when there is a new incident, or when there is a change to the status of an incident. You can chat with agents from the Schneider Electric Service Bureau on open incidents, follow the progress on incidents pending a solution, and see solved incidents. This is for subscribed devices only.

Incident status

The incident lifecycle includes these states: new, open, pending, or solved. You can initiate some of these states (such as create a new incident, and reopen a solved incident).

A solved incident is closed after 4 days. Within these 4 days, from an incident has been solved until it is closed, you can reopen it from the app. 

Creating an incident

While an incident is automatically created on critical alarms on devices subscribed to Asset Advisor, you may also want to create an incident yourself on a device. You can do this directly from the app at any time on both subscribed and unsubscribed devices, but this may incur additional cost if a Field Service Rep is required on site.

  1. Log in to the EcoStruxure IT app and open the Devices tab.
  2. Tap to select a device and tap the + icon in the upper right corner.
  3. In the New Incident view, type a subject and description and save your new incident.

Chatting on an incident

You can use the built-in team chat on an incident to share relevant details instantly and work with agents from the Schneider Electric Service Bureau and your colleagues on duty to prevent or solve any incidents quickly.

  1. Log in to the EcoStruxure IT app and open the Incidents tab.
  2. Tap to select an incident, type a message at the bottom, and tap Send.
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