This article outlines a feature for Incident Management that makes it easier to configure, manage, and automate incident ownership and notifications across your organisation.
Required packages and permissions
Available with: Lumary CM 25, Lumary AC 2.12 and Lumary DC 2.12
This article covers:
- Introduction
- Automated incident assignment and notifications
- Override management
- Enabling this feature
- Adding or updating overrides
Incident Ownership and Notification Configuration
The Incident Notification Settings screen provides a central place to view and manage incident ownership and notification rules. The screen displays both the default assignment/notification rule and any individual override configurations per Type/Sub Type of incident, with options to update or delete overrides and a toggle to enable or disable automation feature.
Together, these enhancements improve data integrity, simplify configuration, and provide a more reliable and transparent incident management experience across Lumary.
This feature is disabled by default.
Automated Incident Assignment & Notifications
When enabled, incident creation will automatically assign the incident’s owner and send notifications based on your configuration, for both site-related and non-site-related incidents.
Assigned owners must have access to incidents via an Incident Capture and Management permission set.
Notifications are delivered via email and bell notifications (within Lumary) to relevant users, according to your organisation’s configuration. If automation is disabled, incidents continue to be assigned to the creator, with no additional notifications sent.
Incident owners will also receive an email notification when ownership of an open incident is reassigned. The notification includes key incident details and a direct link to the record, with a copy of the email stored in the Communications and Attachments tab on the incident. No notifications are sent for ownership changes on closed incidents or when the feature is disabled.
Override Management
When adding and updating Incident overrides, you can specify different ownership options for different incident type and sub-type combinations. The options include setting ownership to:
Submitter
Submitter’s manager
Site Team Leader
Site Area Manager
Queue
Specific user
When setting Additional notifications you can select one or more of these options:
Specific active users (up to 13)
Public groups (up to 13)
Submitter’s manager
Site Team Leader
Site Area Manager
A default Incident Management Queue is included to support incident ownership and notification automation. If the system cannot find a matching configuration for an incident’s type and sub-type combination, it will be assigned to the default queue. You can monitor incidents assigned to queues by setting up list views on the Incidents Management tab in your environment.
Enabling this feature
In Lumary CM and Lumary AC, administrators and advanced users can find this feature in the new Incident Notification Settings tab, and in Lumary DC it is available from the new Incident Notification Settings tab in Lumary DC Settings.
- From Incident Notification Settings, click the Use Lumary's automated incident owner assignment and incident notification engine toggle to enable.
Adding and updating overrides
- Click Add Override or click the drop-down and select Update on a row to update an existing override.
This will launch a new form. The following table explains the purpose of the fields. Mandatory fields are marked with an asterisk.
| Field | Purpose |
|---|---|
| * Type | Select the type of incident. |
| Sub Type | (Optional) Select the sub type of the incident. |
| * Site Related Owner |
This specifies incident ownership assignment for the Type and Sub Type combination, when an incident is linked to a Site. Select one of the options below:
|
| * Non-Site Related Owner |
This specifies incident ownership assignment for the Type and Sub Type combination, when an incident is not linked to a Site. Select one of the options below:
|
| Additional Notifications |
This specifies where new incident notifications are sent, for the Type and Sub Type combination. Select one or more of the options below and click the > arrow to move to Chosen:
|
- Click Save.
- Repeat this process for all Type and Sub Type combinations as needed.