Apply Response PlanApply Response PlanYou apply a response plan to an incident in the Incidents (SP) application. When you apply a response plan, you ensure predictable and repeatable responses to similar incidents.
A response plan can assign an owner and vendor and apply a ticket template to the incident. It also can specify the response actions and notifications that the system performs for the incident.
The status of the incident cannot be CLOSED.
In the Incidents (SP) application, display the record to which you want to apply a response plan.
From the Select
Action menu, select Apply Response Plan.
The response plan is displayed and a message shows the identifier of the
applied response plan. The incident fields are updated with data from
the associated field in the applied response plan and the actions and
notifications specified in the response plan are performed and sent.
The response plan does not overwrite ticket template data in the incident.
If the response plan contains a ticket template, and the incident already
contains a ticket template, or if the ticket template is not valid for
the incident, either the response plan is applied without the ticket template,
or the entire response plan is not applied. This 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.
Click
Save Record 
. The identifier of the response plan is visible
in the Response
Plan field on the
main tab. You can view a history response plans that have been added to
the ticket.