Technical FAQs
Technical FAQs
You get notified immediately on the StruxureOn 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 Premium devices only.
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.
While an incident is automatically created on critical alarms on Premium devices, 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 Premium and Standard devices, but this may incur additional cost if a Field Service Rep is required on site.
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.