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User Guide: Mobile App — Alert Reporting from the Field

Overview

Security officers can now report an alert directly from the Bearing mobile agent app, without being attached to a tour check. Reports create Alert records in the SOC Workspace through the standard alert channel model, preserving the alert → incident triage workflow.

What's New

  • Report an Alert from the mobile app — a new form and menu entry in the mobile app let guards submit an alert from the field with a fixed set of fields.
  • Comments on alerts — Alerts now include a Comments section, visible both in the SOC Workspace and in the guard's alert details in the mobile app, so operators and guards can communicate on the alert.
  • Now Assist support — the 'Report an Alert' record producer is supported by Now Assist, so alerts can also be submitted via chat on the portal.

        For Guards: Reporting an Alert

        1. Open the Bearing section of the mobile agent app and choose Report an Alert.
        2. Complete the short form and submit.
        3. Follow up in the alert's Comments — SOC operators' replies appear in your alert details.

              For SOC Operators

              Field-reported alerts arrive in the Alert queue like any other alert. Use the Comments section to ask the reporting guard for clarification, then process the alert normally (create an incident, request, task, or mark processed).