Topic:

How to use incident variables for contact selection when launching an incident in Everbridge Suite.

Description:

This Knowledge Base Article explains how to use incident variables for contact selection when launching incident communication templates. This is achieved by using additional information fields, contact rules, incident variables and incident rules. Both single selection and multiple selection incident variables may be used.

Below is an example of using both a single selection incident variable and a multiple selection incident variable in the same incident template.

EXAMPLE

This example creates an incident called "Incident Template for Pet Owners" that notifies owners of little pets, horses and chickens. An additional information field called "Pet-SS" (single selection) is used to define contacts who have either little pets or big pets. An additional information field called "Pet-MS" (multiple selection) is used to define contacts who have horses, chickens, dogs, cats, cows and/or pigs. Based on these two fields, the incident, when launched, will select only those contacts who have little pets, horses and chickens.

Step 1: Additional Information Fields

Create additional information fields for contacts to be used by the incident variables for the contact selection.

1. Log in to the Manager Portal and select the desired organization from the upper right-hand corner.
2. Click Settings > Organization from the top menu bar.
3. Click Contacts/Assets from the left menu bar.
4. Click Additional Information from the sub-menu.
5. Click the + Add button and enter the name of the additional information field.
6. Leave the Data Type as Text
7. Choose the Display Format (Single Selection List or Multiple Selection List).
8. Add the acceptable values for the field using the + Add another item option.
9. Click Save.

In this example, Pet-SS and Pet-MS are defined as follows:

 

Step 2: Update Contact Records

Once the additional information fields have been created, update the contact records who have information associated with those fields.

1. Click Contacts/Assets > Contacts > Contact List from the top menu bar.
2. Click on the pencil icon next to the desired contact(s) that need to be updated.
3. In the Additional Information pane, click the name of the additional information field from the "Add an Additional Information" field drop-down menu.
4. From the drop-down menu under Possible Value(s) / Value(s), select the desired value or values.
5. Click Save.

In this example, the following contact records were updated:

Cherry Blossom

Candy Cane

Rita Book

Perry Scope

Step 3: Information Variables

The information variables are used in incident rules that are defined for selecting contacts. The information variable looks very similar to the additional information field:

1. Click on Incidents > Variables from the top menu bar.
2. Click + New Variable.
3. Define the Pet-SS as type Single Selection and Pet-MS as type Multiple Selection.
4. Enter the same Name as the additional information field created in the example above.
5. For each value defined in the additional information field(s), enter those values under Options by choosing + Add another item.
6. Optionally check the boxes next to the values you always want on the form or leave the check boxes blank to allow the operator to choose the values at the time of the incident.
7. Click OK.

In this example, Pet-SS and Pet-MS are defined as follows:

Step 4: Contact Rule

Incident templates need at least one contact defined in the CONTACTS pane under "ALWAYS SEND TO THESE CONTACTS". Since we want the contacts to be chosen via an incident rule and not via the CONTACTS pane, as a workaround, a contact rule can be created that does not find any contacts. This rule can then be defined in the CONTACTS pane of the incident template. This satisfies the above requirement while not interfering with the contacts found by the incident variable(s).
 

1. Click Contacts/Assets > Contacts > Rules from the top menu bar.
2. Click Add.
3. Enter a name for the rule, and set the custom filters so that no contacts will be selected when this rule is applied. In this example a rule called "Fictitious Rule 1" has been created that looks for contact first and last names that start with '999'. Since no names start with '999', this rule will not find any contacts.
4. Choose Save.

 

Step 5: Incident Template

Create the incident template:

1. Click Incidents > Templates from the top menu bar.
2. Click + New Incident Template.
3. Enter a name for the incident template: Incident Template for Pet Owners.
4. Toggle the Live radio button.
5. Under Form & Message check the desired variables including Pet-SS and Pet-MS to add these variables to the Operator's Form.

6. Click Contacts from the menu to the left of the page.
7. Add Fictitious Rule 1 to the Rules in the CONTACTS pane.
8. Click Preview contacts > Rules tab and verify no contacts are found by the rule.
9. Create two incident rules:
   1. Click the + New link under INCIDENT RULE and enter Single selection incident rule.
   2. Set the Contact Attribute value to the name of the additional information field (Pet-SS, in this example).
   3. Set the Value comparison to is equal to.
   4. Set the Incident Variable value to the name of the information variable (Pet-SS, in this example).
   5. Click Save.
   6. Click the + New link under INCIDENT RULE and enter Multiple selection incident rule.
   7. Set the Contact Attribute value to the name of the additional information field (Pet-MS, in this example)
   8. Set the Value comparison to is equal to.
   9. Set the Incident Variable value to the name of the information variable (Pet-MS, in this example).
   10. Click Save.
10. Select the check boxes next to each newly created incident rule.
11. Complete the rest of the incident template as needed. Make sure to match the template's delivery methods with those of the contacts that will appear in the list.
12. Click Save.

Step 6: Test

Test the contact selection by launching an incident and exiting the incident before launching.

1. Click Incidents > +Launch Incident from the top menu bar.
2. Select the Individual Incident from the menu on the left of the page (Incident Template for Pet Owners).

3. Click Next.

4. You now have tested your incident template.
5. Exit out of this page if you are done with testing. Else continue with launching the incident.