Incident folder is not working when Control center is down

Dear All,

One of our customers has two SMG servers, physical is Scanner and Control Center, other SMG is running as a scanner and it is a virtual image. 

The customer wants to have a policy to create an incident in the incident folder, so the new incident will be created when an incoming message has some violation such as files that supposed to be not accepted,.

The policy is working perfectly except when the physical server “the control center” becomes down, the policy applied normally expect to create new incident and as it is not shown up under control center when it become up.

Could you please advise, is it a limitation from SMG?