Response PlansResponse PlansApply response plans to incidents in the Incidents (SP) application. You apply response plans to ensure predictable and repeatable responses to similar incidents. A response plan can specify the response actions and notifications that the system performs for the incident. It also can assign an owner and vendor and apply a ticket template to the incident.
The system matches response plans to an incident in the same way it matches customer agreements or SLAs to an incident. Each response plan specifies criteria such as customer, internal priority, service groups, services, classification, and so on.
After a response plan is applied to the incident, the system executes the actions and notifications specified on the response plan. In addition, the response plan overwrites some incident fields with data from the associated fields in the applied response plan. A response plan overwrites the Owner, Owner Group, and Vendor fields.
The response plan does not overwrite ticket template data in the incident. You might apply a response plan with a ticket template to an incident with a ticket template. If so, the system displays a message that gives you two options:
cancel application of the response plan
apply the response plan without overwriting the ticket template. The response plan updates the owner or owner group and executes the actions and notifications. It does not apply the ticket template to the ticket.
Use the Apply Response Plan action to apply a response plan. The system also might apply a response plan via a workflow or escalation process. The system selects a response plan based on conditions that match information on the incident. If more than one response plan is applicable, the system uses a ranking value on the response plan to select one. If no response plan is applicable, the system notifies you that it cannot apply a response plan to this incident.
If a ticket 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 a ticket.
A ticket template on a response plan cannot be applied to a ticket if:
the ticket already has a ticket template.
the site or organization on the ticket template is different than the site or organization on the work order.
If an attempt is made to add a response plan with a restricted ticket template to a work order, the system can either continue to apply the response plan without the ticket template 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.