Contact administration

As an incident alert administrator, you can assign multiple users and groups as contacts.

You can assign users or groups to incident alerts automatically based on the information provided in these records:
  • Contact responsibilities: these provide a name, such as Incident Duty Manager, for a set of tasks related to incident alerts. The contact responsibility record also indicates whether those tasks are performed by an individual user or a group of users. Contact responsibilities can also be used to manually add contacts to an incident alert.
  • Contact definitions: identify a set of conditions to determine which specific user or group is assigned to handle particular responsibilities for an incident alert. For example, All P1 Incidents must have an Incident manager, assigned to US Incident Management group.

Contact responsibilities and contact definitions allow you to define and modify data-driven contact information for automatic notifications, rather than specifying individual users or groups directly for each incident alert.

You can use group contacts. Group contacts are available when you use on-call scheduling, notify and incident alert management. Group contacts include the people that are on-call. The group contacts do not automatically get an SMS notification when an incident alert is created. But they can be included when initiating a conference call that is the result of an incident alert. By default, the primary and secondary on-call persons are available. To modify this behavior, set the system property com.snc.iam.on_call_escalation_level.