Create a contact definition

Contact definitions specify the conditions for assigning the associated contact responsibility record to incident alerts and the conditions for assigning specific users or groups to those responsibilities.

About this task

Contact definitions specify:
  • The conditions for assigning the associated contact responsibility record to incident alerts.
  • The conditions for assigning specific users or groups to those responsibilities.

For example, a contact definition may be Assign a Crisis Action Manager for Outages with an additional condition of Business/Service impact is True.

To create a contact definition:

Procedure

  1. Navigate to Incident Alert Management > Contact Administration > Contact Definitions.
  2. Click New.
    Figure 1. Create contact definition
    Create contact definition
  3. Fill in the fields.
    Table 1. New contact definition
    Field Description
    Name The name that indicates the conditions defined for this contact definition.
    Type The type of contacts this definition can be associated with. Can be User or Group.
    Source The method to determine the user or group to associate with this definition.
    It can be set to:
    • None: Use no association. The incident alert administrator should associate users or groups manually, editing that responsibility entry within the Incident Alert form.
    • Default Override: Use a default override to associate users or groups based on conditions.
    • Form Field: Use information used from a specified field on the incident alert, as defined by the Source field value.
    Source field The field on the Incident Alert form that identifies the contact associated with the selected contact responsibility. Appears only when Form field is selected as the value for Source.
    • For user contact types, values can be Assigned to, Closed by, Opened by, or Resolved by.
    • For group contact types, the value is Assignment group.
    Responsibility The contact responsibility associated with this definition.
    Quantity The maximum number of contacts that can be associated with the selected Responsibility per incident alert record. This field appears only when None is selected as the value for Source.
    Active A check box to indicate whether the definition is active or not.
    Condition The conditions that must be met to associate this contact definition to a particular user or group. For example, [Affected users] + [is] + [0-25]. If multiple conditions are defined, each condition is evaluated in the order listed.
  4. Click Submit.