Manage an Incident Originating from AMI or SCADA

In terms of managing an incident from creation to close, the process is similar whether the incident originated from customer calls, IVR, AMI, or SCADA. The best place to read more about managing incidents is in the Responder Using Guide.

See the help topic Incident Management.

This topic outlines a few differences below.

Originating from AMI

If an incident originates from AMI, the AMI notification is treated like a call, but instead of being placed in the Calls tab, it is placed in the AMI Events tab. If you right-click the AMI record, the normal call operations are available.

After an AMI incident is received and created, the affected customers might call in to report the outage. In that case, a new incident is not created, and instead the calls are added to the existing AMI incident. At that point, you could see the original AMI “call” in the AMI Event tab, and the subsequent customer calls in the Calls tab.

Originating from SCADA

If an incident originates from SCADA, the key difference is that it arrives in Responder Explorer as “Confirmed.” This is because the notice of outage originated from the system itself, and the predictive capabilities of Responder were not necessary.