What's New?

At SureView, we are dedicated to enhancing performance and user experience by continually adding new features and optimizing existing workflows. 

As new releases are made available, a summary of these updates can be found below. If you have ideas for new features you'd like to see implemented into SureView Response, don't hesitate to submit them to our team using the Feature Request Forum.

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Release 21 (2025) - 9th December

Fixes & Improvements

• Alarms: Resolved an issue where Alarm Types from  Feenics appeared with IDs that Operators and End Users could not easily identify.
• Alarms: Resolved an issue where the Alarm Point History view did not include a scroll bar, preventing users from viewing the most recent 50 Alarms for the Alarm Point.
• Insights: Resolved an issue where Alarm Reports did not include alarms that had not been “viewed,” such as those closed using Bulk Close.
• Insights: Resolved an issue where drilling down from “Alarm Count by Hour” into the Event List returned no results, incorrect results, or results with timestamps shifted to UTC.
• Media Matrix: Resolved an issue where Media Matrix Cameras and Clips were not opening by default.

Release 20 (2025) - 25th November

Fixes & Improvements

• Events: Fixed an issue where Operators could share events with Mobile Users even when the Field Ops user lacked permission to handle events in that specific Area.
• Clips: Resolved an issue where the Feenics Integration was logging DateTimeOnServer in UTC instead of using the device’s local date and time, causing Prealarm Recording to fail.

Release 19 (2025) - 11th November

New Features

Over the next couple of days, we will be rolling out a new feature across all our accounts, which we are excited to share with you. Please see below:

Alarm Tags

Alarm Tags allow users to group or classify specific alarms or alarm types. The Alarm Tags feature allows users to create, edit, and delete Alarm Tags in Organization Settings.

Custom Notification Templates

This feature adds the ability to create Custom Email Notification Templates for the Site Monitor Email Functionality. Creation, updating, and deleting of Notification Templates can be performed by navigating to the Notification Templates page.

Offline Cameras

This feature updates the Camera Pin on the Map so that if the last connection attempt to a Camera fails, the pin automatically changes to show an Offline Icon. You will also be able to filter the Map View to show only Online Cameras, Offline Cameras, or all Cameras.

Event Type Setup: Ignore With Status & Default Ignore

The ability to "Ignore" Alarm types has been added in this release:

• Ignore With Status
  • The alarm will not be sent to the queue or the audit history, but it will still update the Alarm point's "Last Alarm" Date & Time in SureView Status and register against any "Expected Frequency" timer tests that have been configured
• Default Ignore
  • The system completely ignores the event. 

Fixes & Improvements

• User Setup: Fixed an issue where name changes made by mobile users did not update correctly in the Field Ops UI.

Release 18 (2025) - 28th October

Fixes & Improvements

• Masking: Fixed an issue where some Areas appeared masked even when they were unmasked.

• Media Matrix: Increased the maximum number of Video Tour cameras allowed from 100 to 500.

   

Release 17 (2025) - 13th October

Fixes & Improvements

• Browser Timeout: Resolved an issue where the browser inactivity timeout was triggering too early, causing users to be logged out while still actively processing events.
• Alarms: Fixed an issue where the email notification preview displayed “N/A” after selecting a notification template and event outcome, then clicking the preview table.
• Alarms: Addressed a problem where Input Alarms from Feenics were not matching correctly in SureView due to missing required data keys.
• Alarms: Corrected the Restore Alarm bell icon behavior to now appear white and underlined until the Alarm is restored, then turn red as expected.
• Alarms: Fixed a mismatch issue where Feenics inputs with identical input1/input2 values were incorrectly linked, due to the SourceID not being passed to the database.
• Alarms On-Test: Resolved an issue where On-Test Alarms did not appear in filtered queues created by users.
• Alarms On-Test: Introduced event throttling to On-Test Alarms to prevent system performance issues during periods of high automation activity.
• Masking: Corrected the timestamp display in event records for Masking to reflect the Area's local time instead of UTC.
• Masking: Fixed a UI issue where the Date/Time selection was not displayed when masking an entire area (All Alarms), although it appeared when masking individual Alarm Points.
• Masking: Resolved a problem where alarm selections in the Masking Modal were lost if the list of masked items was updated while making a selection.
• Site History: Updated the timestamp display for Alarm/Masking/On-Test entries to use the actual event record times instead of the event creation time.
• Site History: Fixed an error that occurred when users attempted to view Site History.
• Site Monitor: Resolved an issue where using Quick End triggered an unrelated error message if the event could not be closed due to incoming alarms during the process.

• Sync: Fixed an issue where Feenics synchronization appeared successful but returned no data, even when using wildcards.

   

Release 16 (2025) - 23rd September

New Features

Over the next couple of days, we will be rolling out a new feature across all our accounts, which we are excited to share with you. Please see below:

Media Matrix: Default Layout

With this new feature, users can now set default Media Matrix layouts for a group via the Organization Settings page.

Area Details Popout

With this new feature, users can open a popout window from select locations to view detailed information about an area.

This feature also allows for the popout window to automatically update with new event area details when:

• It’s opened from the Site Monitor, and

• The user selects a new event while the window remains open.

Popout links are currently available in:

• The Area Details modals in Site Monitor and Event Queue

• The Info button in the Areas Table

Involved Parties: Search by Email

You can now search for individuals in the Involved Parties window using their email address, making it easier to find the right contact.

Involved Parties: Event Search

On the Event Search page in SureView Response, users can now search for events by selecting specific Involved Parties. This helps quickly locate relevant events based on user involvement.

Involved Parties: Event Search Display

This update enhances the Event Search page by showing a list of Involved Parties for each selected event. This makes it easier to identify everyone involved in an event without navigating away from the event details.

Users can also filter search results by providing multiple User IDs. Events returned in the results will include at least one of the specified users as an Involved Party.

Map Setup: Hide Plotted Items

A new option in the Map Setup plotting modal allows users to hide items that have already been plotted on the map.

A checkbox labeled "Hide plotted items" has been added next to the item list. This helps users focus on unplotted items. Items can include:

• Devices (Cameras, Audio, Relays/Doors, Outputs)

• Responses (e.g., Alarms)

Notification Subject Line Customization

Organizations can now customize the email subject line used in Notification Templates.

Subject lines can include placeholders to automatically insert relevant area or event information, just like in the body of Notification Templates.

With the appropriate permissions, users can also select Custom Area Fields as placeholders via a dropdown menu. If the user lacks permission, the dropdown will not be accessible.

Fixes & Improvements

• Alarms: Improved performance of the Area Event History feature.
• Insights: Fixed an issue where the "Average Processing Time by Area" report displayed "0" due to incorrect rounding.
• OpsLink: Resolved an issue where CloudLink messages from client to server could become stuck or backlogged, impacting service performance.

Release 15 (2025) - 10th September

Fixes & Improvements

• Alarms: Fixed an issue where Alarm Map Pins would disappear when switching between Filter Groups.
• Alarms On-Test: Fixed an issue where the “On-Test” interface no longer displayed the "On-Test Until" information.
• Area Details: Fixed an issue where buttons on the Area Details > Alarm History page were not functioning.
• Areas: Fixed an issue where adding or removing columns for Contact Details in the Area view didn’t apply the changes as expected.
• Insights: Fixed an issue where the “Average Processing Time by Operator” report displayed "0" due to incorrect rounding.
• Insights: Improved performance when loading Insights.
• Map Setup: Fixed an issue where, with multiple Map Layers on the same floor, the "View" button could get stuck on one icon after toggling layers.

Release 14 (2025) - 27th August

New Features

Login with Suite

Users whose SureView account is Suite-controlled can now log in to Response by using the "Login with Suite" button on the login page.

Enter your email and click the "Next" button if your SureView account is a "Response Only" account (you do not have a separate suite.sureviewops.com management screen).

Your username will continue to be your full email address for either instance of login.

Fixes & Improvements

• User Setup: Fixed an issue with the character limit when creating a User Role in Response. The limit has now been increased to 500 characters.
• Contacts: Resolved a problem where users couldn’t scroll through the list of Custom Fields or access page 2 when viewing them within the Notification Template.

Release 13 (2025) - 12th August

Fixes & Improvements

• Areas: Fixes an issue where users were unable to delete an Area due to an error stating an event is currently raised, even when no Event was active.
• Alarms: Fixes an issue where Alarms were still grouped by Point, even though the UI was set to Group by Area after changing the grouping settings.
• Alarms: Restores the dropdown list that allows users to select an Area when manually raising an Alarm.
• Alarm History: Fixes an issue where, when viewing Alarm History, the Event Type title was replaced with a GUID if the SMTP Alarm used a decoder.
• Action Plan: Fixes an issue where the Action Plan steps for a new Alarm did not follow the correct order, even after removing and re-adding the steps.
• Device Setup: Fixes an intermittent issue where the Event Type dropdown in Device Setup displayed “Default” instead of the actual ServerTypeEvent.
• Sync: Fixes an issue where incoming Alarms, though not synced, were incorrectly assigned to the Root area instead of the correct Area based on the Account ID in the Source ID (ExtraValue).
• Sync: Fixes an issue where saving the Sync Configuration unintentionally changed the GroupBy setting on the device to Area.
• Sync: Fixes an issue where Wildcard Sync operations failed due to a timeout caused by filtering taking longer than 30 seconds.

Release 12 (2025) - 22nd July

Fixes & Improvements

• Login: Fixed an issue that caused an error message to appear when logging in, attempting to log in, or manually raising an event due to permission-related problems.
• Alarms: Fixed an issue where updating the response code for an SMTP Alarm linked to an Alarm Decoder didn’t save correctly.
• Event Search: Fixed an issue where custom decoder types (e.g., SMTP and HTTP Alarm Types) were missing from the Device Type drop-down, preventing users from selecting custom Alarm/Event Types.
• Syncing: Fixed an issue where using an "&" symbol in a sync identifier prevented the sync from retrieving data.

Release 11 (2025) - 8th July

Fixes & Improvements

• Action Plans: Resolved an issue where editing a Choices step within an Action Category would display a blank screen.
• Action Plans: Resolved an issue where the label was not shown when editing a Call Contact action in the Action Library.
• Auto Feed: Resolved an issue where the Auto Feed button appeared when updating a closed event via Event Search.
• Device Setup: Resolved an issue where SMTP Alarms were incorrectly included in the alarm count in Device Setup.
• Event Search: Improved performance when downloading media from Event Search.

Release 10 (2025) - 25th June

New Features

Over the next couple of days, we will be rolling out a new feature across all our accounts, which we are excited to share with you. Please see below:

Camera Snapshots

The camera snapshot feature allows users to download a snapshot image of live video and clips. A snapshot is downloaded, and an event record is created, recording who took the snapshot along with the snapshot image itself in the file store. This event record has a download button so users can download the taken snapshot.

Activity Report: Multi-Select Event Outcomes

Adds the capability within the Activity Report to create Outcome Groups that allow the report to be run based on multiple defined outcomes rather than a 1x1 outcome selection. This configuration also applies to Activity Report Templates created for the customer.

SystemView: Advanced Filters

This feature adds the ability for the user to perform more granular filtering on the System View Tree.

Expected Alarm Failures

This feature creates a function within Response for handling Timer Test Events automatically per DMP Line Number.

Fixes & Improvements

• Auto Feed: Fixed an issue where the Auto Feed feature would automatically turn off after processing a large number of events.
• Contacts: Fixed an issue that caused all Contacts to display instead of only Area-specific Contacts when adding recipients to a Notification Template.
• Device Setup: Added enhanced field validation when configuring Camera Automations
• Device Setup: Fixed an issue where search results were cleared after saving changes to an alarm point.
• Event Search: Fixed an issue where clips with the same titles caused problems with event search and clip selection.
• Insights: Corrected a display issue in the EventList Insight report where Response Time and Processing Time were not shown in days.
• Media Matrix: Fixed an intermittent issue where the Media Matrix would close unexpectedly and keep closing, even after pressing the “Open Media Matrix” button.

Release 9 (2025) - 10th June

Fixes & Improvements

• CloudLink: Fixed an issue where multiple simultaneous port requests to the same endpoint could cause conflicts and disconnections.
• Device Setup: Resolved an issue where Cameras and Alarms under the NVR were not listed when viewing devices in the "Device Setup" section.
• Device Setup: Fixed an issue where using an HTTP-encoded character in a search on the Devices page prevented the search from completing.
• Status: Resolved an issue where devices appeared as not synced when sharing information with other devices.

Release 8 (2025) - 27th May

New Features

Over the next couple of days, we will be rolling out a new feature across all our accounts, which we are excited to share. Please see below:

Insights: Distinct Graph Colors

We have enhanced the visualization of our Insights graphs (Bar Charts, Line Charts, and Pie Charts) by adding color coding for individual data elements. The screenshots below display our default color palette - these colors can be customized upon request to create your own unique visualization palette. Contact your account manager if you would like to customize your view. 

Fixes & Improvements

• Masking: Fixed an issue where the "Mask Selected" button was unresponsive when masking an Alarm Point while handling an Alarm.
• Alarms On Test: Resolved an issue where Alarms continued to appear in the event queue even after the alarm point was placed on test.
• Media Matrix: Fixed an issue where area cameras were loading out of order.
• Contacts: Corrected inconsistencies in displaying priority custom fields for contacts.
• Action Plan: Resolved an issue where categories in action plans with multiple categories were displayed in the wrong order.

Release 7 (2025) - 13th May

Fixes & Improvements

• Areas Details: Fixed an issue where users couldn't filter Site Notes by column.
• Areas Details: Fixed an issue where the Area Notes table would re-sort unexpectedly when changing the page size.
• Alarm History: Fixed an issue where users were unable to scroll in the Alarm Point History modal when accessed from Site Monitor.
• Scheduling: Fixed an issue where some fields were not populated correctly when editing a schedule.
• Scheduling: Fixed an issue where scheduled events were being triggered multiple times.
• Device Setup: Improved performance when loading devices in the Device Setup section.

Release 6 (2025) - 23rd April

Fixes & Improvements

• Alarms: Increased the EventCode and RestoreCode to 256 characters.
• Contacts: Increased the character limit for User and Contact names to 256 characters.
• Clips: Fixed an issue where Post Alarm Recordings triggered via Alarm Automation were generating duplicate video clips.
• Notifications: Fixed an issue where users were not given the option to add custom fields to notifications.
• Site Monitor: Fixed an issue where the Map search bar was unusable when a Manual Raise pop-up was open.
• Event History: Fixed an issue where the incorrect event history was shown when accessed from pop-up windows.
• Event Share: Fixed an issue that prevented users from leaving shared events on mobile devices.
• Scheduling: Fixed an issue where scheduled event raises were not triggering consistently.
• Device Setup: Fixed an error that occurred when searching for devices using the Device Setup search bar.
• Maps Setup: Fixed an issue preventing some doors from being plotted on the map.

Release 5 (2025) - 20th March

New Features

Please note that these new features need to be enabled by a SureView engineer. To have these added to your account, please contact your account manager.

Auto Feed

The Auto Feed feature automatically redirects you to the next highest priority ticket in the Event Queue when an event is closed. This works for all ways of closing an event (including Quick End and Action Plan Closure).

Involved Parties

This feature allows users to add Involved Parties to an Event, enabling tracking of who may have been involved or impacted without having to grant them access to the event. Similar to Event Sharing, you can add or remove individuals as Involved Parties. Every time a person is added or removed, an entry is added to the audit trail of the event.

Area Advanced Search

This is a new advanced search option, allowing users to search for Areas across any of the properties of an Area.

OpsLink Failover

We have added the ability to create a failover partner for your OpsLink for greater system redundancy. This feature supports both manual and automatic transfer of Devices between OpsLinks.

Map Point Clustering - Cameras

The new map clustering feature automatically groups nearby camera icons into clusters. This dynamic clustering occurs as the user zooms in or out of the map and is particularly useful when navigating in areas with a high concentration of cameras.

Fixes & Improvements

• Login: Fixed a login issue where users encountered a "Session Expiry" error when accessing Response from Suite, requiring them to log in again.
• Events: Fixed an issue where an event would get stuck "In Processing" if the user in control had been logged out for an extended period.
• Contacts: Fixed an issue where users in the "Operator" User Group couldn't view contacts for an area after opening an alarm unless they had the necessary permissions enabled.
• Scheduling: Fixed an error when creating a scheduled event under a site with an event type selected from the top level (tenancy).
• Sync: Resolved an issue preventing users from syncing inputs in Feenics.
• Mobile App: Resolved an issue preventing users from viewing live cameras on iOS devices.

Release 4 (2025) - 6th March

Fixes & Improvements

• Events: Performance improvements when loading a large number of Events.
• Event Search: Resolved an issue where a blank audit log was inserted into the event when an alarm event SLA was breached.
• Sync: Resolved an issue with syncing child items
• Sync: Resolved performance issues that occurred when multiple syncs were running concurrently.
• Areas: Improved resilience when performing the deletion of groups.
• Avigilon: Update to the HTTP listener to allow for dynamic alarm decoding.

Release 3 (2025) - 18th February

Fixes & Improvements

• Status: Performance and design updates to the Status Page.
• Status: Resolves an issue where System View/Status becomes unresponsive and slow with a high number of servers in the tenant.
• Action Plan Step - Contacts: Resolved a scrolling issue when a large number of contacts are displayed as an Action Step.

Release 2 (2025) - 4th February

New Features

Download Activity Logs CSV (Export Activity Logs CSV)

Allows Security Operations Teams to download Activity Logs as a CSV from the Activity Log Management Screen.

Show Mobile Number

Introduced the ability to display a contact's mobile phone number in the table and the modal for the Response contact view.

Fixes & Improvements

• Manual Raise: Resolved an issue that occurred when trying to change the selected Area after the Event Type had been chosen.
• Site Monitor: Resolved an issue where the Area Timezone displayed incorrectly when set to UTC.
• Media Matrix: Resolved an issue where the Media Matrix was not automatically loading the area cameras.
• Map Layers: Resolved an issue that occurred when attempting to use the buttons to change Map Layers in the Site Monitor.
• Updating Closed Events: Resolved an issue that occurred when attempting to update a closed event with Involved Parties.
• Areas: Resolved permission errors for users when accessing the Area Information modal.
• Sync: Added additional support for "soft delete" of sync entities.
• SMTP Alarms: Resolved a system lag issue following the bulk import of SMTP Alarms.

Release 1 (2025) - 21st January

Fixes & Improvements

• Response: Various fixes and improvements to enhance overall performance.
• Media Matrix: Fixed an issue where the Media Matrix was not consistently populating nearby cameras in order of distance.
• Contacts: Improved performance of the Contacts page when loading large amounts of contacts.
• Event Search: Resolved an issue where users encountered issues while attempting to download Event Media.
• Alarm Setup: Resolved an issue where users could not add a Camera to an Alarm Point within the same Area while adding Automation.
• Sync: Resolved an issue where syncing would fail if no changes were detected.
• Status: Resolved an unexpected permission requirement when attempting to ping a camera.

Release 18 (2024) - 9th December

New Features

Throughout the next couple of days, we will be rolling out a new feature across all accounts that we are excited to share. Please see below:

Area Event History

This is a new feature that makes it easier and quicker for operators to check the history of an Area while they are actively processing an alarm or from the alarm queue. This can give them important context about their current alarm (has this Area had a lot of recent activity? Are there other incidents or false alarms? etc)

Clicking on the Area Name (or note icon) will open the Area Details window, where the new History tab can be found.

Alternatively, Operators can click the i icon from the main alarm queue.

Alarm Queue - Alarm SLAs

This new feature will allow you to set the Service Level Agreement for alarms. This defines how long an alarm event can remain in the queue before it’s overdue and is reported as an SLA breach.

The alarm in the queue will show a countdown timer, which will change color as it gets closer to an SLA breach until it eventually turns red.

You can configure your required SLA rules against individual alarms, alarming devices, alarm types, or entire areas. This way, you can customize your SLA rules to match your exact requirements.

Activity Report - CSV

We have added CSV (spreadsheet) as a new downloadable format for your Activity Log report. By default, this report outputs a list of your Alarm Event details based on any filters that you select.

Fixes & Improvements

• Alarms: Fixes an issue where HTTP alarms were not being saved when grouping was changed to "Group By Alarm."
• Events: Resolves an issue where users saw a "Join Event" banner with no associated event name.
• Events: Fixes an issue where users were not consistently seeing the "Email Icon" in events.
• Media Matrix: Resolves an error that occurred when attempting to start a video tour from the Media Matrix while handling an alarm.
• Sync: Added support for "soft delete" for sync entities removed from the source system.

Release 17 (2024) - 14th November

New Features

Media Matrix - New Loading Options

We have new loading options available for cameras within Media Matrix. This provides greater flexibility for different customer use cases.

Please note that these options require configuration by a SureView engineer. To have these changes applied, please contact support.

Automatically Load Nearby Cameras
This is perfect for customers who have mapped their cameras and alarm points and don't want to unnecessarily load unrelated cameras that are far away from the alarm point.

1. Load Alarm Clips
2. Load Linked Cameras
3. Load Nearby Cameras

Automatically Load Area Cameras
 

This is useful for customers who have smaller Areas / Sites and simply want to load their  Area cameras automatically without having to spend time mapping each individual camera.

1. Load Alarm Clips
2. Load Linked Cameras
3. Load Area Cameras

Manual Loading
 

For customers who don't want live cameras to automatically load (unless they've been manually linked to an alarm point). This is useful if there are costs associated with live streaming (such as cameras on mobile connections) or if you want greater control to ensure that only the exact cameras you specify automatically load when the alarm is triggered.

1. Load Alarm Clips
2. Load Linked Cameras

Media Matrix - Populate Matrix Button

We have added a button in the "Nearby Cameras" section that allows users to fill any empty cells with the nearest cameras to the alarm. This can be used in combination with the new options listed above to give greater manual control to operators. We will be following this up early next year with "Fill Matrix" buttons for Clips & Area Cameras as well

Fixes & Improvements

• Media Matrix: Fixed an issue where no cameras appeared in the Media Matrix during a video tour using "Nearby Cameras".
• Alarms: Fixed an issue where a picked alarm was not displayed in the "in-processing" queue.
• Event Queue: Improved performance when handling a large number of events.
• Event Matching: Added the ability to turn off automatic location decoding.
• Areas: Fixed an issue where manually set time zones of an Area were reset by the syncing process.
• Device Status: Resolved an issue where text was overlapping the buttons on the device status/system view screen.
• Event Search: Resolved an issue where only the first 50 events were visible when using event search.
• Maps: Fixed an issue where plotting a point on the map caused an elevation error, preventing the user from saving the data.
• Sync: Resolved an issue with data duplication during the syncing process.
• Sync: Resolved an issue where Avigilon data was not syncing, which prevented users from viewing live cameras.
•  

Release 16 (2024) - 29th October

Fixes & Improvements

• Area Details: Large contact lists in the Area modal will now feature a search bar, and the results will be paginated to enhance user performance.
  
  
   
• Device Setup: Fixed an issue in Device Setup where previously searched filters would not reset when switching between the device and sync tabs.
• Event Search: Improved performance related to Event Search.
• Event Search: Fixed an issue preventing the viewing of historical alarms for a selected area in Event Search.
• Site Monitor: Fixed an issue where the Site Monitor Area History tab reversed the default ordering from Most Recent to Oldest when using the "Update" button.

Release 15 (2024) - 8th October

New Features

Over the next couple of days, we will be rolling out a new feature across all our accounts, which we are excited to share. Please see below:

Ping Device
Easily check the network status of your devices with the new "Ping Device" button in SureView Status. This feature quickly verifies the availability of a device's network connection by checking the designated host address and port. Ideal for swiftly identifying connectivity issues or blocked ports.

New Event Search Sidebar
Based on customer feedback, we've upgraded the Event Search sidebar. Now features more "at a glance" event detail, making it easier to find the specific event you're looking for.

Fixes & Improvements

• Alarms: Performance improvements to alarm point history.
• Sync: Improvements have been made to enhance the performance of syncing users and contacts from Suite to Response.
• Areas: Resolved an issue with Area Sync Integrations where an Area was duplicated when it was disabled.
• Cameras: Resolved an issue for Milestone Integration where live and recorded video did not have the same alarm time.
• Device Setup: Resolved an issue when searching for devices that could cause an error message to appear.
• Map Layers: Resolved an issue where unused floors appeared in the floor select dropdown.

Release 14 (2024) - 16th September

Fixes & Improvements

• Activity Log: Users with a FieldOps-only license can now View/Add/Edit an Activity Log.
• Event Queue: Improved performance when dealing with a large number of events.
• Site Monitor: Improved Contact list performance in Area details when there is a large number of contacts.
• Site Monitor: General performance improvements for Manual Raises, the alarm queue, and the site monitor.
• Insights: Fixed issue with DMP's Event Types not appearing in Insights' Event Type filter.
• Insights: Resolved permissions issue when attempting to lock the filter while running a report on alarm count by point.
• Insights: Fixed a filter mismatch issue when locking a filter and swapping reports.
• Maps: Performance updates for the mapping components.
• Map Setup: Fixed an issue where new maps were not shown after being saved.
• Event Search: Fixed issue with Advanced Area Search returning the wrong originating event record.
• Sync Setup: Enhanced sync operation between the suite and response accounts.

Release 13 (2024) - 28th August

New Features

Action Plan - Scalable Text Box

This feature updates the Action Plan text areas input box from single-line inputs to multi-line inputs and allows input elements for Action Plans to expand in size to fit the input from a user.

Fixes & Improvements

• Setup: Fixed an issue where the 'loading' message would disappear when typing during a search for alarm points, leaving users without feedback on whether the search was still in progress.
• Setup: Resolved an issue where, editing the Alarms section of the Device Setup, users are unable to scroll down to view additional alarms or to select the next page.
• Alarms: Improvements to SMTP (email) alarm longitude decoding and mapping.

Release 12b (2024) - 6th August

New Features

Event Peek

Operators can now "Peek" into alarm events that are in the alarm queue, so they can get more details about what's happening and write quick notes without having to open and start processing the event#

Max Mask Duration

Administrators can now set the maximum amount of time a user with the standard masking permission (Mask alarm points) can mask areas or alarm points.

Note: Users with the higher-level permission "Mask alarm points for an extended period of time" will be able to override this maximum

Fixes & Improvements

• Masking: Improved the performance when masking entire Areas with a "Mask Area" instead of "Mask all Alarms" button in the Masking window.

Release 12 (2024) - 1st August

Fixes & Improvements

• Alarms: Resolved an issue where the Device and Area are not auto-populated when adding a new alarm via the Device.
• Alarms: Resolved an issue where Gallagher Alarms were not always being automatically processed (closed) within Gallagher when the corresponding alarm was closed in SureView.
• Alarms: Resolved an issue where the system identifier would return empty for each HTTP alarm entity.
• Alarms: Performance improvements for alarm points in device setup.
• Masking: Resolved an issue where, if a schedule is used to mask/unmask an alarm, the alarm is unmasked an hour later than expected.

Release 11 (2024) - 11th July

Fixes & Improvements

• Site Monitor: Implemented various fixes and improvements to enhance the performance of the Site Monitor.

Release 10 (2024) - 20th June

Fixes & Improvements

• Event Search: Event Search can now be used in multiple browser tabs/windows at the same time
• Alarm Sync: Added the ability to customise the default "Group By" option when syncing in device alarms (allowing the user to select between: Group by Area, Group by Alarm, or no grouping (alarms raised individually)
• Alarms: Resolved an issue with alarm matching against synced devices.
• Alarms: Resolved an issue where settings are discarded after creating an alarm filter and performing an initial save.
• Areas: Resolved an issue where incorrect time zones were displayed in the Area Table.
• Masking: Updated the Masking window to enhance performance.
• Response: Enhanced performance when loading Areas that have a large number of associated live cameras.

Release 9 (2024) - 3rd June

Fixes & Improvements

• Alarms: Resolved issues with the 'End Select Alarms' button not closing the selected alarms.
• Alarms: Resolves an issue where, when an operator is processing an alarm, the wrong areas are showing up in Sureview, and the Media Matrix is also bringing up incorrect cameras.
• Cameras: Improve processing performance when loading a large number of cameras.
• Events: Removes unrelated device types from the drop-down in Event Search.
• Events: Fixed an issue where the "Event Details" modal would close when clicking on the backdrop.
• Login: Resolved an issue where the first login to Response can cause an error message to appear for a user who does not have permission to view certain alarms.

Release 8 (2024) - 20th May

Fixes & Improvements

• Alarms: Resolved an issue where, for some SMTP alarms, the longitude is decoded properly but shows incorrectly on the map when it is a negative value.
• Alarms: Resolved an issue with not acknowledging Gallagher alarms properly.

Release 7 (2024) - 29th April

Fixes & Improvements

• Alarms: Resolved a problem where editing an alarm and setting an "Event Type" was not saving correctly.
• Alarms: Resolved an issue where maps were not loading when viewing the alarm queue.
• Alarms: Resolves a styling issue where the "Add Note" text box was being cut off by the Map.
• Masking Schedules: Resolved an issue where masking schedules in the table view were showing in the incorrect time zone.
• Site Monitor: Resolved an issue where raising an event into Cases from Site Monitor would fail to open a new window with restricted access to Cases.

Release 6 (2024) - 17th April

Fixes & Improvements

• Alarms: Improved search functionality for alarm points.
• Alarms: Fixed an issue where the option to "Add Action From Library" only allowed the selection of the children's actions, not the parent actions.
• Alarms: Fixed an issue that was causing the inability to link cameras.
• Dataminr: Adds UI and Data option to allow the AllowExtraText to be toggled to ensure extra text always gets added on event raising.
• Events: Fixed an issue preventing the "Only Match Exact" setting from being enabled if the auto handle was disabled.
• Events: Fixed an issue intermittently preventing the first alarm from being acknowledged when joining an event.
• Maps: Introduced an improved caching strategy allowing for maps to load correctly.
• Masking: Resolved an issue for operators that was causing Memory spikes when using the system.
• Mobile App: Fixed an issue where clicking the Bell icon (bottom center) in the Mobile app presented an error message instead of allowing the user to perform a Mobile Raise.

Release 5 (2024) - 21st March

Fixes & Improvements

• Area Notes: Fix timezone conversion when displaying Area Note dates.
• Area Notes: Removes unnecessary warning on the optional field.
• Area Notes: Resolves an issue with clearing the textbox after pressing the cancel button.

Release 4 (2024) - 7th March

New Features

Reordering Action Plan Categories

The "Action/ReorderCategories" feature is a tool that enables you to rearrange categories in your Action Plan, which helps optimize your operators' efficiency. With this release, you can change the order of these categories to align with the way you want your team to view them in the main Response interface.

Fixes & Improvements

• Alarms: Resolved an issue with color-coded alarms with broken pagination after an entry has been deleted.
• Site Monitor: Quick End - Fixed an issue where an Invalid message is shown if a user attempts to Quick End via a shortcut without a valid Quick End configured.
• Clips: Feature for "Collapse By Default" Prevents Clips from Loading Automatically - Fixes an issue with cameras not loading if the "Collapse by Default" media matrix feature is enabled.

Release 3 (2024) - 22nd February

New Features

Alarm Queue Filters - Area Exclusions

Area Exclusions enable users to selectively exclude areas from their alarm queue filters. This is helpful when customers want to create a view of a large region and want to exclude a few locations from their filter.

Fixes & Improvements

• Site Monitor: Fixes an issue where the audit service doesn't process any JPEG to MP4 conversions if more than 16 attachments are included
• Schedules: Fixes an issue where the DST wasn't being respected if a schedule was created before a DST time change.
• Masking: Fixes background issue where Area Masking was using the wrong EventRecordTypeID and ObjectID
• Area Information: Resolve the Schedule Timezone which is dependent on the "Schedules" Feature Flag, will now work without the feature flag

Release 2 (2024) - 8th February

New Features

Color Coded Alarms - Event Queue Priority

This feature introduces customizable color coding for alarm priorities within the event queue.

Fixes & Improvements

• Sync: Update to improve performance.
• Event Queue: Updates to improve performance.
• Mobile App: Fixed issue with map loading after multiple logins attempted.
• RTSP Video: Updated RTSP server for Ava Aware integration.
• Quick End: Update for Quick End to automatically ACK any alarm in the queue.
• API:
  • New Endpoint for Event Priority / Event Text.
  • New endpoint for Executive Summary of events.
  • New endpoint for external API authentication for the GetExecutiveSummary endpoint.
• Activity Log: Resolved display of unauthorized Event Categories in Activity Log.
• Device Setup: Enhanced performance of the Alarm Tab in Device Setup.
• Masking Time: Adjusted Max Masking Time Limits.
• End Button: Fixed an issue when the end button would not be available when all ACK operations were completed.

Release 1 (2024) - 16th January

New Features

Sync - Mask by Default
 

This new feature can all be enabled on request and will be rolled out as default for all Plus & Pro Tier Customers soon.

This feature allows admins to configure "Sync" so that any new alarm points being added to SureView are masked by default. Alarm points will then remain masked until they are manually Armed.

See Support page for more details.

Fixes & Improvements

• Quick End: UI Improvements and fixes to Quick End - Including automatically acknowledging all alarms when clicked. Removing the need to click "Ack All" beforehand.
• Map Layers: Background improvements to the loading of Map Layers to reduce loading times & fixes an issue where invalid LatLong coordinates could cause map loading difficulties.
• Sync: Removes the ability for Sync Systems to automatically delete entries.
• SMTP Alarms: Adds dynamic response code matching based on character length to improve variable-length GUID decoding.
• RTSP Live Cameras: Adds support for RTSPS.
• Event Configuration: Fix to the close button within the Event Configuration screen.
• Add Note: Adds additional input validation to the Add Note screen.
• Area Sync: Resolves an issue with Area Sync configuration updating.
• Device Setup: Fixes saving issue when a user attempts to update a device's "Extra Value" field but makes no other field changes.
• Alarm Setup Tab: Improves loading times for the Alarm Setup tab.
• Keyboard Shortcuts: Streamlines the keyboard shortcuts process when closing out Alarms.
• Masking Duration: Fix to masking duration validation for users with extended masking permissions - allowing for long-term masking.

Release 18 (2023) - 6th December
 

This is our last release of the year, and we're happy to announce four new features, along with some minor improvements and fixes.

The new features can all be enabled on request and will be rolled out as default for all customers early in 2024

New Features

Bulk Alarm Clear
 

We have now added the ability for Administrators to bulk clear alarm events directly from the main queue. This can be useful during times of testing or if there is an unexpected flood of nuisance alarms.

The administrator will need to select a closure category and provide a note explaining the closure. The closed events are fully audited and viewable in the event history.

See Support Page for more details

Action Plan: Outcome Category Selection with Quick Close
 

This new Action Plan step allows you to enforce specific category selections from within the operator action plans. It can even be used to fully acknowledge and quickly close out an alarm event by clicking the Action Step.
See Support page for more details

Quick End

For those who need an even faster way to end an alarm event, there is now the "Quick End" button.

Administrators can choose a Category to be assigned to the button. This will then allow operators (with the appropriate permissions) to close an entire alarm event (automatically assigning the outcome category) with a single click or with the keyboard shortcut Shift+Q

See Support page for more details

Customisable Default Parking and Masking Times

You can now configure a custom default for both event parking and masking. This will help speed up operator processing times by removing the need for them to manually select your preferred parking or masking times each time they are used

See Support page for more details

Fixes & Improvements

• Device Setup: Fixes issue in displaying the page controls for devices with a large number of peripherals
• Area Setup: Fixes issue with deletion confirmation box to ensure that the user must type the full confirmation text before being allowed to delete an Area.
• Map Setup: Fixes issue in setting Pin Floor Levels on initial save.
• Performance Improvements: Enhancements made to both Asset Status (Field Operations) and user caching to improve the speed and efficiency of the system.
• HTTP JSON Alarms: Adds the ability to decode URLs from HTTP JSON alarms - these URLS (clickable web links) are displayed to operators during alarm handling.

Release 17 (2023) - 23rd November

New Features

Update Area Info Screen

We have condensed the Area Details and Area Notes pop-out into one screen, making it easier to quickly get all the information an operator needs about an Area with one click.

Fixes & Improvements

• Email Alarms: Improves location detection when using custom regular expression decoders for Lat Long matching
• Map Setup: Usability enhancements to the Map Layer Setup box
• Media Matrix: Update to lock video cells when in use so new alarm clips don't take focus away from the operator's actions.
• Site Monitor: Improvements to the visual style of the clip location grid (Shown in the site monitor alarm queue)
• Floor Labels: Fix to the loading of Floor Labels when logging in with a SSO account (Pro Tier Customers Only)
• Event Search: Fixes issue where multiple events are highlighted in the sidebar instead of the single one that was clicked
• Media Matrix: Fix the "Clear" button to ensure that clicking multiple times in a single media matrix session will work as expected
• Site Monitor: Fix to the "Unread Message Indicator" so it only appears if there are active messages rather than uploaded Files/Notes.
•  

Release 16 (2023) - 25th October

New Features

Media Matrix - Clip Labels

The Clips section in Media Matrix now includes the Alarm details to make it easy to quickly see which alarms each clip is associated with.

This also includes the DateTime of the alarm shown in both "My Time" (the timezone of the operator) and "Area Time" (the timezone of the area)

Media Matrix - Clip Location

The Alarms list in Media Matrix now has a reference image that shows if the clips of an alarm are currently being shown in the Media Matrix and it's relative position in the media matrix grid.

Fixes & Improvements

•  
  •  
    • Event Search: Default Event Search ordering from Oldest to Newest.
    • Event Search: Fixes issue with "Permission Error" pop-up when opening previous event.
    • Event Queue Filters: Fix to the "Alarm Age" Filter - allowing filters to be created for older alarms.
    • Status: Efficiency improvements to SureView Status.
    • Insights: Fix to Autohandle filter on the Insights Report.
    • Site Monitor: Fix to "Unread" message count.

Release 15 (2023) - 5th October

Fixes & Improvements

•  
  •  
    • Manual Raise: Updates selector box to use more modern selection component
    • Mobile: Improves the Camera Selection Interface for Live Cameras in the Mobile Field Ops App
    • Closing Event: Ensures the category selection is clearly shown as mandatory before close out
    • Alarm Image Decoding: Improves the handling of alarm image decoding when/if a device sends an empty image file.

Release 14 (2023) - 29th August

Minor maintenance update

Fixes & Improvements

•  
  • Media Matrix: Improvements to how the media matrix handles large camera quantities to provide a more seamless user experience and reduce load times.
     
  • Alarm Setup:  Updates alarm setup to automatically refresh the data after making changes (such as adding or editing an alarm point). This means that users don't need to refresh the page manually to see any recent changes.

Release 13 (2023) - 10th August

This is another maintenance-focused update that makes major improvements to scaling, as well as some smaller improvements and fixes

Fixes & Improvements

• Scaling Improvements: Additional scaling efficiency improvements.
• Sync Setup:  The Setup Screen now automatically updates when a sync has occurred (so a user doesn't need to refresh the page or close/open the Setup Dialogue).
• Setup Save: Fixes an issue in Setup where conflicting "success" and "failure" messages were being shown when saving device changes.
• Permissions: Fixes a User Interface issue with "User View" permission role, which makes it appear that you can make edit changes when you can't.
• Insights: Fixes issue with "clear" button not being enabled after a user selects Closure Code (category) filters.
• Area Setup: Improves caching for Area Setup so changes made with Bulk Import are visible immediately (without the need for a page refresh).

Release 12 (2023) - 11th July

This is a maintenance-focused update that makes major improvements to scaling, as well as some smaller improvements and fixes

Fixes & Improvements

• Scaling Improvements: - Back-end updates to improve efficiency, including: Caching Changes, Data Clean-up, and Database updates.
• Video Tours: Increased the max length of the Tour Step Title from 50 to 250.
• Email Alarm Images: Improvement in JPEG attachment decoding (JPEG vs JPG file-types).
• Location Data Decoding: Improves the auto-matching of Location data in generic email alarms
• Alarm Mapping: Fixes issue with how GPS data from incoming alarms is saved.
• Insights Reporting: Fixes issue when applying different time zones to grouped alarm data.
• Insights API: Resolves issue with using API to request reporting data against AutoHandled Events.
• Media Matrix: Resolves highlighting issue with the Clips Menu in the Media Matrix Sidebar.
• Category Update: Resolves issue when changing Event Categories that had been previously disabled.

Release 11 (2023) - 19th June

This update focuses on fine-tuning our existing features for improved efficiency on large scales.

One major improvement we would like to highlight is regarding how Alarm pins are loaded in the map.  From now on all alarm pins will instantly load even when there's a extremely large number of alarms in the queue.

Fixes & Improvements

• Mapping: Major improvement to Map Alarm Pin Loading - All visible pins now load immediately rather than sequentially.
• Scalability: Improves the efficiency of OpsLink detection.
• Scalability: Improves the efficiency of Camera stream technical logging.
• Scalability:  Improves the efficiency of how Device Details are loaded.
• Area Syncing: Improves error reporting on Area Sync Systems.
• Email Alarms: Resolves issue with decimal Latitude, Longitude decoding.

Release 10 (2023) - 6th June

New Features

Status

Introducing the newest feature of SureView Response, Status.

Status is designed to provide your operations teams insight into the current status and general health of the devices and systems you monitor.  Whether you’re streaming video, monitoring IoT devices, receiving business risk alerts, or monitoring anything with an IP address—SureView Status elevates your ability to monitor the health of all security sub-systems.

Availability:

Early access to this new feature is now available to you upon request.  Full availability will be turned on by default for all accounts on Thursday, June 15, 2023. The permissions to access this new feature will only be available to System Administrators.

If you have any questions or need to speak with a SureView engineer, please submit a request

Learn More- Status Support Page

Show Status of Mobile Users in Response

When an operator shares an event, the current status of the Field Ops Mobile User will now be displayed alongside their name. Additionally, if the operator hovers over the mobile user/assets location on the map, the tooltip will also show the mobile user's current status

Fixes & Improvements

• Manual Raise: Set's Manual Raise event types to "Not Grouped" by default.
• Reporting: Resolves issue with Activity Report when requesting historic data (>12 months).
• Reporting: Adds "excludeAutoHandled" parameter to ActivityReport API to allow users to optionally include or exclude autohandled alarms from API Report Data.
• Advanced Device Setup: Resolves issue with field change detection on the "Edit Camera Properties" Save button.
• iOS App: Resolves display issue with uploaded photo orientation (portrait vs landscape)
• Performance: Improves performance when searching for historic events by Area / Site
• Bulk Area Import: Removed legacy “ManualTourActionPlan” field.
• Camera Tours: Increased the max title length for Camera Tours.

Release 9 (2023) - 24th May

Fixes & Improvements

• Event Sharing: Resolves an issue with the Event Share banner showing the Invitee's name rather than the Inviter.
• Email Alarm Viewer: Adds additional email format compatibility to the Email Alarm Viewer.
• OpsLink+: Improves Transcoding Detection for OpsLink+ Device Streaming.
• RTSP Cameras: Resolves issue with character encoding for RTSP Cameras.

Release 8 (2023) - 3rd May

Fixes & Improvements

• Report API: added "LastUpdated" filter for advanced Report API users.
• Restorable Alarms: Improves processing of Restore Detection for Restorable (most commonly Access Control) alarms.

Release 7 (2023) - 13th April

Fixes & Improvements

• Area Sync: Increases the character limit of the Area Sync Identifier from 200 to 2000. This provides greater flexibility when syncing Areas against large-scale systems.
• Mapping: Resolves issue with alarm map pins for HTTP Alarm generated triggers.

Release 6 (2023) - 23rd March

Throughout the next couple of weeks, we'll be rolling out new features that we are excited to share. If you'd like early access (or would like to opt-out) please contact our team.

New Features

Contact Inheritance
 

This feature makes it easier to assign contacts to multiple Areas within your area tree.

When "Inherited" is ticked, then the contact will be assigned to the selected Area as well as all other areas underneath

An Area's contact will be shown in the "Area Details" view as well as the "Call Contact" action step (if configured)

Fixes & Improvements

• Insights: Resolves intermittent loading issue with "Alarm Event List" report.
• Insights: Improvements on data processing and scaling resulting in faster report generation against large queries.
• Event Search: Background optimisations when searching by Area.
• Event Share: Background optimisations in resource usage when events are shared with multiple users.

Release 5 (2023) - 16th March

Fixes & Improvements

• Map: Improved how Camera Pins are displayed on the map with Areas that have multiple floors.
• Optimisations: Background optimisations with regards to SureView Engineer Support Access.

Release 4b (2023) - 8th March

Fixes & Improvements

• Alarm Clips: Improvements to processing attached JPG images with a non-standard resolution and image ratios.

Release 4 (2023) - 1st March

Throughout the next couple of weeks, we'll be rolling out quite a few new features that we are excited to share. If you'd like early access (or would like to opt-out) of any of the following new features, please contact our team.

New Features

Map Area Pins

The map will now automatically show you the location of all your areas with a toggleable Area Pin

Clicking on an Area pin will pop-out information about the Area, including the address and key contacts.

Alarm Queue Map - Automatic Alarm "Area" Location
 

This feature has been available for some users for a while, and is now ready to roll out to all accounts by default.

As well as detecting alarm locations from the alarm data or mapped alarm points, SureView will now be able to use the location of the associated Area to ensure that all incoming alarms will always have a location pin on the queue map.

Event Processing Map - Update Alarm Location
 

This feature has been available for some users for a while, and is now ready to roll out to all accounts by default.

Users with the “Allow the user to update the event location pin” permission will now be able to manually move the alarm pin during an alarm event. This is helpful when the initial information about the location of the event changes and needs to be updated. 
 

Media Matrix - Auto Populate

This feature has been in use by a number of customers for some time, and is now ready to be released to all accounts.  In cases where there are multiple alarms within the event, Media Matrix will now automatically populate up to 9 clips from all alarms—without the operator needing to manually click each alarm individually.

In the example below, two alarms were received—an access denied followed by a door forced. The clips from both alarms will load automatically, rather than just the first one.

The operator still has complete control and is able to change any media matrix cell with a different live camera or alarm clips as required. 

If your operation prefers to work with the previous style, where operators manually choose the clips to view one alarm at a time, please contact SureView Support, and we’ll be able to switch your Media Matrix settings back to manual.

Action Plans - Call Contact
Your Action Plans can now be used to guide operators to communicate with your Area contacts - Thank you, Roger West, for the Feature Request.

Fixes & Improvements

• Event Queue: Legacy Patrol/Tour UI references have been removed. Instead of using "Manual Tour" to open an area, the "Manual Raise" button should be used instead. (see FAQ page for details)
• User Setup: Removed the legacy “Area” field from the add/edit user setup window.
• Alarm Setup: The “Standards-based” HTTP Alarms tab is now enabled by default for all customers.
• Media Matrix: Fixes an issue with portrait images uploaded via the Field Ops app, so that the image is now oriented correctly when displayed in Media Matrix.
• Event Processing:  If two operators are handling an alarm event at the same time, when the primary operator leaves, they will now automatically pass control to the other—without needing an additional confirmation prompt. The prompt will only appear if there are three or more operators within the same alarm event.

Release 3 (2023) - 15th February

Fixes & Improvements

• Background optimisations with regards to:
  • Data retention and processing (Housekeeping).
  • Map Layer processing.
  • User session caching.
• Fix Event Search showing the same event multiple times.

Release 2 (2023) - 30th January

New Features

Action Plans

URL step type can now be used with any link prefix (including mailto: for automatic email links) - Thank you, Roger West, for the Feature Request.

Event Search

You can now search by time as well as date - Thank you, Roger West, for this Feature Request.
 

Fixes & Improvements

• Site Monitor: Now uses latitude, longitude coordinates (if available) rather than area address when centering on area.
• Insights: Improved loading on Event List Report when complex filters are applied.
• Media Matrix: Camera detection in place to prevent the same camera from loading multiple times in cases where the camera has been both manually linked to an alarm and has been mapped nearby.
• Action Plans: Action Plans are now collapsed by default (making it easier to scroll through a large collection of action plans) - Thank you, Roger West, for the Feature Request
• Event Search: Selected Events are now highlighted in the side bar - Thank you, Roger West, for the Feature Request.

Release 1 (2023) - 12th January

New Features

Media Matrix:  Added button to open Media Matrix window (in addition to the existing auto pop-up and ALT+M keyboard shortcut).

• Media Matrix: Auto Pop-up can now be disabled. Please submit a request to the SureView Support team if you need this preference set for your SureView account.

Fixes & Improvements

• Login Screen: EULA acceptance text added to login screen.
• Action Plan:  Page focus no longer moves back to the top of the page after step completion.
• Reports: Historic events handled by users that have since been deleted are now included in the "Activity Report" type reports.
• Bulk Add Alarms: Action Plan field is no longer compulsory when bulk importing alarm points.