Acknowledge an alert to let your team know you are handling it, and resolve it once the dispenser has been dealt with. Acknowledging stops reminders and escalations set to Not Acknowledged, so the people notified next are not called in for something already in hand. Resolving closes the alert and records a Resolution Code and an optional note, which appear on the alert's details page and in its alert incident report.
You can act on one alert from its details page, or on several at once from the Alerts list.
Before you begin
- You're signed in to Hand Hygiene with the Administrator, User, or Contact tracer role. The Viewer and Limited User roles can view alerts but do not see the Acknowledge and Resolve buttons.
- To act on an escalation alert, you're a member of the Group assigned to its Escalation Alert Rule.
Acknowledge an alert
You can acknowledge an alert while its status is New.
From the Kontakt.io Launchpad, open Hand Hygiene.
Select Alerts.
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Choose the alerts to acknowledge:
- For one alert, select its Name to open its details.
- For several alerts, select the checkbox beside each one in the list. Acknowledge is available only when every selected alert is New.
Select Acknowledge.
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If the Acknowledge window opens, add a Note if you want to tell others what you are doing, then select Acknowledge.
If the alert is part of an escalation, the window also lists the linked alerts under Alerts chain. Select each linked alert you want to acknowledge at the same time.
Hand Hygiene confirms with "Status has been changed for:" followed by the alert names, and the alert status changes to Acknowledged. The condition status does not change: if the dispenser has not been refilled, it still shows Condition active.
Resolve an alert
You can resolve an alert while its status is New or Acknowledged. An alert does not need to be acknowledged first.
Refill the dispenser before you resolve its alert. Resolving does not change the dispenser's refill level, and while the dispenser stays at or below the alert's refill level, the alert's condition status stays Condition active.
From the Kontakt.io Launchpad, open Hand Hygiene.
Select Alerts.
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Choose the alerts to resolve:
- For one alert, select its Name to open its details.
- For several alerts, select the checkbox beside each one in the list. Resolve is available only when every selected alert is New or Acknowledged.
Select Resolve.
In the Resolve window, check the Location to confirm you are resolving the alert for the right dispenser.
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Select a Resolution Code. A Resolution Code is required.
The list shows the resolutions that apply to the alert's type. An Administrator sets them with Manage resolutions; see Manage Alert Rules.
Optional: in Note, describe what was done, for example which refill was fitted. A note can be up to 1,000 characters.
If the alert is part of an escalation, select each linked alert under Alerts chain that you want to resolve at the same time.
Select Resolve.
When you resolve several alerts at once, the Resolution Code and note you enter apply to every selected alert.
Result
Hand Hygiene confirms with "Status has been changed for:" followed by the alert names, and the alert status changes to Resolved. The Report button on the alert's details page becomes available, so you can download the alert incident report.
The resolved alert moves to Alerts History once the dispenser has been refilled above the alert's refill level. Until then, it stays in Active alerts with the status Resolved and the condition status Condition active. Resolved alerts cannot be selected in the list.
Update a resolution or note
If a Resolution Code or note was recorded incorrectly, you can correct it from the alert's details page.
- Open the alert from Alerts History or Active alerts.
- Select the pencil icon beside Resolution Code or Note.
- In the Update resolution window, change the Resolution Code or the Note.
- Select Update.
To change the note added when the alert was acknowledged, select the pencil icon beside Acknowledge note, edit the note in the Update acknowledgment window, and select Update.
The change is recorded in the alert's Activity Timeline as Resolution updated or Acknowledgment updated.
If an action fails
- "You do not have permissions to acknowledge or resolve this alert." Your role cannot change this alert. For an escalation alert, only members of the Group assigned to the Escalation Alert Rule can acknowledge or resolve it.
- "Status has not been changed for:" followed by an alert name. That alert was not updated. Refresh the list, check the alert's current status, and try again.
For what each status means and what appears on the alert details page, see About alerts.