About Adding Services to a Response PlanAbout Adding Services to a Response PlanYou add service groups and services that you provide or procure to a response plan in the Response Plans (SP) application. Adding service groups and services to a response plan makes the response plan applicable only to tickets or work orders with matching criteria. Rules are used to match a response plan to a ticket or work order.
There is a match between the response plan and the ticket or work order when one of the following is true:
the service on the ticket or work order matches one of the services on the response plan.
the service on the ticket or work order is in one of the service groups on the response plan. No service is specified for the service group on the response plan.
the service group on the ticket or work order matches one of the service groups on the response plan. No service is specified for the service group on either record.
there is any service or service group on the ticket or work order. There is no service group or service specified on the response plan.
Note: Other matching criteria apply. See the topic About Applying Response Plans for more information about matching response plans to tickets and work orders.