About Applying Response PlansAbout Applying Response PlansA response plan that you create in the Response Plans (SP) application is applied to ticket, work order, and sales order records with values that match the criteria you specify on the response plan. The less specific the response plan, the more records to which it is potentially applicable. The more specific the response plan, the fewer records to which it is potentially applicable.
There are two ways in which a response plan is applied to tickets, work orders, or sales orders:
It might be applied through a workflow or escalation process.
You can use the Apply Response Plan action in the ticket, work order, or sales order, which enables the most appropriate response plan for the record to be selected and applied . One response plan is applied and you are notified of the identifier. You are notified if there is no applicable response plan.
When you apply a response plan to a ticket, work order, or sales order, a matching response plan is selected. If more than one response plan is applicable to a record, the value in the Ranking field of the response plan is used to select one. A lower number in the Ranking field takes precedence over a higher number.
In addition to ranking, conditions on the record are used to select the best matching response plan. The matching conditions include:
classification
priority
service or service groups
conditions specified in conditions fields and the condition builder
site, location, or location within a specified location hierarchy
asset type, asset, or asset within a specified asset hierarchy
configuration items
customers
You can apply multiple response plans to a ticket or work order, but only one response plan is applied at a time.
A work order can have only one job plan applied to it. When a job plan already exists on the work order, the system can either continue to apply the response plan or stop applying it, depending on the setting in the Stop Response Plan if Job Plan or Ticket Template can not be applied field on the response plan.
A ticket can have only one ticket template applied to it. When a ticket template already exists or is not applied, the system can either continue to apply the response plan or stop applying it, depending on the setting in the Stop Response Plan if Job Plan or Ticket Template can not be applied field on the response plan.