About Applying Response Plans

Apply response plans to sales orders in the Sales Orders (SP) application. You apply response plans to ensure predictable and repeatable responses to similar sales orders.  A response plan can specify the response actions and notifications that are performed for the sales order. It also can assign an owner or owner group.

Response plans are matched to a sales order in the same way that price schedules are matched to a sales order. Each response plan specifies criteria such as customer, service groups, services, classification, and so on.

After you apply a response plan to the sales order, the actions and notifications specified on the response plan are carried out. In addition, the response plan overwrites the sales order Owner or Owner Group fields with data from the associated fields in the applied response plan.

Use the Apply Response Plan action to apply a response plan. A response plan can also be applied through a workflow or escalation process. A response plan is selected based on conditions that match information on the sales order. 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 cannot apply a response plan to this sales order.

If a sales order 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 sales order.

A job plan on a response plan cannot be applied to a sales order if:

• the sales order 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 sales order.

If an attempt is made to add a response plan to a sales order, 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.

See Also

Apply Response Plan