---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Add a user as a contact

# Add a user as a contact {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add a user to a communication plan if you have not added the user earlier in the contact. You can assign a communication task to the user to resolve an issue.

## Before you begin

Role required: ia_admin or admin

## Procedure

1. Navigate to AllIncident Communications ManagementOpen.  
   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](https://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.").
2. Open an incident communications plan record.
3. Select the Users related list and then select New.  
4. On the form, fill in the fields.  
   {#t_AddAContactManually__table_qjn_1dc_ygb__entry__2}

   | Field | Description |
   |-|-|
   | Table | Task table for which you are creating the contact. |
   | Document | The incident communication plan for which you are creating the contact. |
   | Responsibility | Responsibility that the user is expected to handle throughout the communication process. |
   | Type | Type of contact such as user, group, or recipient list that you want to involve in the plan. Note: To add a user, select User for the Type field. |
   | User | Name of the user who is considered as the contact. |
   [Table 1. Contact form]

   {#t_AddAContactManually__table_qjn_1dc_ygb}
5. Click Submit.  
   The contact information appears in the Users related list.
{#t_AddAContactManually__steps_dp3_djd_l1c}
**Related tasks**   

* [Define contact responsibilities](https://servicenow-prod.fluidtopics.net/gOpoSfVVa~uu7n7TJBh7Mw "Define the different contacts or target audience involved in the communication process and their responsibility to understand the expectations from those contacts throughout the process.")
* [Create a contact definition](https://servicenow-prod.fluidtopics.net/~fxuXH4XL0GlI1kVLlbeRA "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.")
* [Create a default override](https://servicenow-prod.fluidtopics.net/0ps68g9X2U5U659xVFnzag "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.")  
**Related reference**   

* [Responsibilities for Incident Communication Plan](https://servicenow-prod.fluidtopics.net/mZnLvBINghuGDgtsHLTZSA "Contact responsibilities helps you to identify contacts by their responsibilities and to understand what you can expect from the user throughout the life cycle of the communication plan.")

*[\>]: and then