About Applying Response PlansAbout Applying Response PlansApply response plans to releases the Releases (SP) application. You apply response plans to ensure predictable and repeatable responses to similar releases. A response plan can specify the response actions and notifications that are performed for the release. It also can assign an owner and vendor and apply a job plan to the release.
Response plans are matched to a release in the same way that customer agreements or SLAs are matched to a release. Each response plans specifies criteria such as customer, internal priority, service groups, services, classification, and so on.
After you apply a response plan to the release, the actions and notifications specified on the response plan are completed. In addition, the response plan overwrites the release fields with data from the associated fields in the applied response plan. A response plan overwrites the Owner, Owner Group, and Vendor fields. However, the response plan does not overwrite a job plan on the release. If the response plan contains a job plan, and the release already contains a job plan, a message is displayed giving you the following two options:
you cancel application of the response plan or
you apply the response plan without overwriting the job plan. The response plan updates the owner or owner group and executes the actions and notifications. It does not apply the job plan to the release.
Use the Apply Response Plan action to apply a response plan. A response also might be applied using a workflow or escalation process. A response plan is selected based on conditions that match information on the release. If more than one response plan is applicable, a ranking value on the response plan is used to select one. If no response plan is applicable, you are notified you that a response plan cannot be applied to this release.
If a release already has a response plan applied to it, you can apply another response plan that overwrites the original one. You can view a history of the response plans applied to a release.
A job plan on a response plan cannot be applied to a release if:
the release already has a job plan on it.
the work order already has a work plan on it.
the site or organization on the job plan is different than the site or organization on the release.
If an attempt is made to add a response plan to a release, and the response plan contains a job plan, and one of the above conditions exists, the system can either continue to apply the response plan without the job plan, or it can stop applying the response plan. Whether or not the system continues applying the response plan 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.
For more information about response plans, see the Response Plans (SP) help.