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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 default override

Create a default override to specify user or group for a contact definition of an incident communication plan. It helps you to set multiple conditions based on which a user or a group is considered as a contact.

Before you begin

Role required: ia_admin or admin

About this task

The Default overrides related list is available only if you select Default override as the value of the Source field in the Contact definition form.

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. Open the contact definition record.

  3. In the Default override section, click New.

Image omitted: NewDefaultOverride.png
Default override form
  1. On the form, fill the fields.
FieldDescription
OrderThe order in which the condition in default override should be evaluated.
User valueUser specified in the User value field is assigned as the contact if the condition in the default override matches. Note: The User value field appears if the value of the Type field in the Contact definition form is User.
Group valueGroup specified in the Group value field is assigned as the contact if the condition in the default override matches. Note: The Group value field appears if the value of the Type field in the Contact definition form is Group.
ConditionThe conditions defining whether the default override values are to be applied. If multiple conditions are defined, each condition is evaluated as per the listed order. If no conditions match, the default override is not applied.

  1. Click Submit.

    Default override and its conditions are defined for a contact definition.

Parent Topic:Incident Communications Management and Contacts

Related topics

Responsibilities for Incident Communication Plan

Define contact responsibilities

Create a contact definition

Add a user as a contact