Response Plans (SP) Application

You use the Response Plans (SP) application to create, view, modify, and delete response plans. A response plan that is applied to a ticket, work order, or sales order ensures predictable and repeatable responses to similar work requests. An applied response plan can perform the following tasks:

• assign the responsible person or group to handle the request

• assign the lead person for the work order

• assign the supervisor for the work order or ticket

• assign the crew that is responsible for the work order

• select the appropriate job plan or template to accomplish the requested work

• notify the appropriate individuals about the work in process

• specify the actions that are needed to resolve the issue

• assign a solution to be applied to the ticket

You can apply a response plan from a ticket, work order, or sales order. A response plan also might be applied through a workflow or escalation process. A response plan is selected based on conditions that match information on the ticket, work order, or sales order. If more than one response plan is applicable, a ranking value on the response plan is used to select one.

Crossover domains are used to copy values from the response plan to the work orders, tickets, or sales orders that the response plans are applied to.

The Response Plans (SP) application contains the following tabs:

List: to search for response plan records.

Response Plans: to create, view, modify, or delete a response plan record.

Conditions: to create, edit, and delete the criteria that determines the tickets and work orders to a response plan can be applied.

Locations: to specify, edit, and delete the locations, sites, and locations within a location hierarchy to which the response plan applies.

Assets: to specify, edit, and delete the assets, asset types, and assets within an asset hierarchy to which the response plan applies.

Response Actions: to specify, edit, and delete the actions and notifications to occur when the response plan is applied to a ticket, work order, or sales order.