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Alert Response

When an alert is generated, the security operator needs to act quickly. This guide explains how to acknowledge and resolve alerts in ION Guard.

Navigation path: Surveillance > Alerts (or through the side panel of the Command Center)

Who can act

Acknowledging and resolving alerts requires an Operator profile or higher, restricted to the sites the user has access to. Read-only profiles (Viewer) do not see these actions. See Access Profiles.

Alert notification​

When a new alert is created:

  1. Audio alert — An alert sound plays automatically (for panic alerts)
  2. Top banner — A red banner appears on all pages
  3. Sidebar badge — The active alert counter is updated
  4. Updated map — The affected site is highlighted in the Command Center
Mute the sound

Use the mute button in the upper-right corner of the Command Center to temporarily silence the audio alert. The visual alert remains active.

Acknowledge an alert​

Acknowledging an alert indicates that an operator is aware of the occurrence and is handling it.

Where to acknowledge​

  • Command Center — Click the affected site on the map, then click "Acknowledge" in the side panel
  • Alert List — On the Alerts page, click the "Acknowledge" button in the alert row
  • Alert Details — Open the alert and click "Acknowledge"

What happens when acknowledging​

  • The status changes from Active to Acknowledged
  • The time and responsible operator are recorded
  • The audio alert stops
  • Other connected operators see the update in real time
  • An event is recorded in the Audit Log
Only active alerts

Only alerts with Active status can be acknowledged. Alerts that are already acknowledged or resolved do not show this option.

Resolve an alert​

Resolving an alert indicates that the situation has been handled and closed.

Where to resolve​

The same locations available for acknowledgment:

  • Command Center (side panel)
  • Alert List
  • Alert Details

Resolution note​

When resolving, a text field is displayed to record a resolution note — a brief description of what was done:

Example: "Employee triggered the button accidentally. Confirmed on site that there is no emergency."

The note is optional but recommended, as it is recorded in the alert history.

What happens when resolving​

  • The status changes to Resolved
  • Time, operator, and resolution note are recorded
  • The alert is removed from the active counters
  • A cooldown period is applied to prevent immediate re-creation of the same alert
  • An event is recorded in the audit log

Direct resolution​

It is possible to resolve an alert directly, without acknowledging it first. The flow accepts both:

  • Active → Acknowledged → Resolved (full flow)
  • Active → Resolved (direct resolution)

Automatic resolution​

Some alert types can be resolved automatically by the system:

  • Device Offline — When the device resumes sending signals, the alert is resolved automatically
  • Low Battery — When the battery level returns to normal

Auto-resolved alerts are marked with a distinct visual indicator in the list and in the details.

Panic alerts are never auto-resolved

Panic Button alerts always require manual action from an operator, even if the beacon returns to its normal state.

Next steps​