About Applying Response PlansAbout Applying Response PlansApply response plans to activities in the Activities and Tasks (SP) application. You apply response plans to ensure predictable and repeatable responses to similar activities. A response plan can specify the response actions and notifications that are performed for the activity. It also can assign an owner and vendor and apply a job plan to the activity.
Response plans are matched to an activity in the same way that customer agreements or SLAs are matched to an activity. Each response plan specifies criteria such as customer, internal priority, service groups, services, classification, and so on.
After you apply a response plan to the activity, the actions and notifications specified on the response plan are completed. In addition, the response plan overwrites the activity fields with data from the associated fields in the applied response plan. A response plan overwrites the Owner, Owner Group, and Vendor fields. However, the response plan does not overwrite a job plan on the activity. If the response plan contains a job plan, and the activity already contains a job plan, a message is displayed giving you the following two options:
you cancel application of the response plan or
you apply the response plan without overwriting the job plan. The response plan updates the owner or owner group and executes the actions and notifications. It does not apply the job plan to the activity.
Use the Apply Response Plan action to apply a response plan. A response plan also might be applied using a workflow or escalation process. A response plan is selected based on conditions that match information on the activity. If more than one response plan is applicable, a ranking value on the response plan is used to select one. If no response plan is applicable, you are notified that a response plan cannot be applied to the activity.
If an activity already has a response plan applied to it, you can apply another response plan that overwrites the original one. You can view a history of the response plans applied to an activity.
A job plan on a response plan cannot be applied to an activity:
the activity already has a job plan on it.
the work order already has a work plan on it.
the site or organization on the job plan is different than the site or organization on the activity.
If an attempt is made to add a response plan to an activity, and the response plan contains a job plan, and one of the above conditions exists, the system can either continue to apply the response plan without the job plan, or it can stop applying the response plan. Whether or not the system continues applying the response plan is determined by the setting in the Stop Response Plan if Job Plan or Ticket Template can not be applied field on the response plan.
For more information about response plans, see the Response Plans (SP) help.