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Incident Communications Management and Contacts › Managing Incident Communications › Incident Communications Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a contact definition

Define the recipients of a particular incident communication plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle.

Before you begin

Role required: ia_admin or admin

Procedure

  1. Navigate to All > Incident Communications Management > Contact Administration > Contact Definitions.

    Note: If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.

  2. Click New.

Image omitted: CreateContactDefinition.png
Contact definition form
  1. On the form, fill in the fields.
FieldDescription
NameUnique name for the contact definition.
TypeType of contact such as user or group that you want to involve in the plan.
ResponsibilityResponsibility that the user or group is expected to handle.
Source

Method to determine the user or group to associate with this definition.The source can be:

  • None: Use no association. You should associate users or groups manually within the Incident Communication Plan form.
  • Default Override: Use default override to associate users or groups based on conditions.
  • Form Field: Use information from the incident communication plan form based on the value specified in the Source field.
QuantityThe maximum number of contacts that can be associated with the selected responsibility for each incident communication plan record. Note: The Quantity field appears only when you select None as the value for the Source field.
Source fieldThe field on the Incident Communication Plan form whose value is considered to be the contact associated with the selected contact responsibility.- For contact type as User, the values are Assigned to, Closed by, Opened by, or Resolved by. - For contact type as Group, the value is Assignment group. Note: The Source field appears only when you select Form field as the value for the Source field.
ActiveCheck box to indicate whether the definition is active or not.
ConditionThe conditions that must be met to associate this contact definition to a particular user or group. If multiple conditions are defined, each condition is evaluated in the order listed.
  1. Click Submit.

Parent Topic:Incident Communications Management and Contacts

Related topics

Responsibilities for Incident Communication Plan

Define contact responsibilities

Create a default override

Add a user as a contact