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Every incident has a status that describes where it is in its life. An incident opens as NEW and moves toward RESOLVED as your team investigates and fixes the underlying problem.

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The statuses

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Allowed transitions

An incident can only move between statuses along defined paths. From any working status you can resolve; WAITING_ON_OEM must return to active work before it can be resolved. Resolving an incident requires resolution notes, unless they were already recorded on the incident earlier. A status change can carry an optional reason, which is recorded on the incident’s history. You change an incident’s status in the console, or through the API with PATCH /incidents/{id} — see API usage. Several incidents can be moved at once with a bulk status change; incidents that cannot take the requested transition are skipped and reported rather than failing the whole request.

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Automatic resolution

Some incidents close themselves. When the condition that opened an incident clears — a faulted charger reports itself healthy again, or an offline station comes back online — the platform records the recovery. Once every affected station on the incident has recovered, the incident resolves automatically:
  • Its status becomes RESOLVED.
  • It is marked as auto-resolved, so you can tell incidents the platform closed from those a Support Operator closed (the list can be filtered on this).
Automatic resolution only closes incidents that are still in an early working state — NEW, INVESTIGATING, or MITIGATING. Once a person has moved an incident to WAITING_ON_OEM or POST_MORTEM, closure is theirs to make: the platform will still record that stations recovered, but it leaves the incident open for a Support Operator to close deliberately. Two kinds of recovery drive automatic resolution: a fault clearing on a charger, and connectivity being restored to a station. Your network can turn either off — see Auto-resolution. When a recovery type is turned off, recoveries are still recorded on the roster, but the incident stays open for a Support Operator to close.
Automatic resolution depends on the affected stations’ recovery, not on their live connectivity alone. A station reading online is not the same as its incident being resolved — see Affected stations.