---
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


---

# Create a default override

# Create a default override {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 AllIncident Communications ManagementContact AdministrationContact 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](https://servicenow-prod.fluidtopics.net/vL8HZs36~TCAlAHAiJ5i~w "Redirect classic UI16 module navigation links to the equivalent Service Operations Workspace (SOW) experience.").
2. Open the contact definition record.
3. In the Default override section, click New.  
4. On the form, fill the fields.  
   {#t_CreateADefaultOverride__table_wf5_bzg_1r__entry__2}

   | Field | Description |
   |-|-|
   | Order | The order in which the condition in default override should be evaluated. |
   | User value | User 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 value | Group 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. |
   | Condition | The 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. |
   [Table 1. Default override form]

   {#t_CreateADefaultOverride__table_wf5_bzg_1r}
5. Click Submit.  
   Default override and its conditions are defined for a contact definition.
{#t_CreateADefaultOverride__steps_t2p_x3d_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.")
* [Add a user as a contact](https://servicenow-prod.fluidtopics.net/6M_~jwCLziii2ghHhm1XUA "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.")  
**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