Add Conditions to Response PlansAdd Conditions to Response PlansYou add conditions to response plans in the Response Plans (SP) application. Conditions include a classification, priority, services or service groups, and other conditions that you define. When you add conditions to a response plan, you make the response plan applicable only to tickets, work orders, or sales orders with the same conditions. If you do not specify conditions on the response plan, it might be applied to records with any conditions.
Note: Other matching criteria apply. See the topic About Applying Response Plans for more information about matching response plans to tickets, work orders, or sales orders.
You add conditions to response plans that are not in an active status.
In the Response Plans (SP) application, display the response plan to which you want to add conditions.
Click the Conditions tab.
To specify a classification, in the Classification field, enter a value or click Detail Menu to select an option and retrieve a classification. See the topic About Classification Matches for more information on classifications.
To specify an internal priority, in the Internal Priority field, click Select Value to enter a comparison selector. In the next field, enter a numerical value.
To specify a service group or service, in the Included Services table, click New Row. Select a service group or a service. Add more rows as needed.
To specify a structured condition that compares values in fields, in the Conditions table, click Add First Row and specify the conditions. For more information about specifying conditions, see the topic Add Structured Conditions to a Response Plan.
To specify free-form conditions with the SQL Expression builder, take the following steps:
In the Additional Response Plan Criteria table, click Maximize Section .
Click SQL Expression Builder to open the SQL Expression Builder window.
Build your SQL expression. For help using this window, see the topic Use the SQL Expression Builder.
Click OK to save the expression. The expression displays in the Condition field.
Click Save Response Plan .
About Conditions
Add Services to a Response Plan
Add Structured Conditions to a Response Plan