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.
The incident life cycle includes these states: new, open, pending, and solved. You can initiate some of these states; you can create a new incident or reopen a solved incident.
Once the Service Bureau takes ownership of an incident, its status changes from new to in progress in the EcoStruxure IT app.
A solved incident is closed after 4 days. You can reopen the incident in the app within those 4 days.