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Door and Camera Support

In partnership with Facilities and A3, we hope to achieve more efficient procedures in providing door repair service. 

BSCs play a vital role in monitoring the health and integrity of doors and cameras as well as determining the triage of support for doors that require service. Whereas service requests previously were triaged to TigerOne, you will now enter many of these requests directly into the Facilities Aim ticket system. 

All camera support will continue to route to TigerOne. 

BSC Expectations

As a BSC, you are expected to perform routine checks on the working condition of doors, cameras, horns, and alarms.

  • Ensure the door opens properly upon presentation of credential. If possible, test with both card and mobile.
  • Ensure door closes properly and is not inhibited from closure by debris, improper air circulation, hardware, etc. Doors should never be propped. 
  • Ensure that hardware on door is properly secured. There should not be loose screws, readers, handles, strike plates, etc.
  • Ensure ADA buttons function properly (door opens and secures), if applicable.
  • Ensure all camera views are online with no artifact, pixelation, or tearing obscuring the picture.


Where Should I Submit My Request?

Determine if the issue is with the Configuration or with Door Hardware. All configuration issues should continue to go to All door hardware issues will now need to be submitted to the Facilities AiM ticket system. See below for examples of what will still be routed to TigerOne versus what will now go to Facilities.


  • Schedule change requests
  • Camera support
  • Cardholder group changes
  • Door, cardholder group, and camera name changes
  • Automation
  • Software questions
  • Map configurations
  • New users and privilege changes
  • Credential questions
  • Alarms


  • Door and reader hardware
  • ADA button or operator
  • Crash bar
  • Door contact
  • Hinge
  • Door closure
  • Horn

Troubleshooting Door Issues

As the first responder to the door issue, there are steps the BSC should first complete that will determine how the issue should be addressed.

Utilize Genetec Security Desk – Cardholder Activities to better understand the problem occurring at the door. Does the cardholder have access to the door? If so, are other individuals having issues with the door? Note your findings in your request to help expedite the resolution.