About Applying Response PlansAbout Applying Response PlansApply response plans to service requests in the Service Request (SP) application. You apply response plans to ensure predictable and repeatable responses to similar service requests. A response plan can specify the response actions and notifications that are performed for the service request. It also can assign an owner and vendor and apply a ticket template to the service requests.
Response plans are matched to a service request in the same way that customer agreements or SLAs are matched to a service request. Each response plans specifies criteria such as customer, internal priority, service groups, services, classification, and so on.
After a response plan is applied to the service request, the actions and notifications specified on the response plan are executed. In addition, the response plan overwrites some service request fields with data from the associated fields in the applied response plan. A response plan overwrites the Owner, Owner Group, and Vendor fields.
The response plan does not overwrite ticket template data in the service request. You might apply a response plan with a ticket template to a service request with a ticket template. If so, a message is displayed giving you two options:
cancel application of the response plan
apply the response plan without overwriting the ticket template. The response plan updates the owner or owner group and executes the actions and notifications. It does not apply the ticket template to the ticket.
Use the Apply Response Plan action to apply a response plan. A response plan also might be applied using a workflow or escalation process. A response plan is selected based on conditions that match information on the service request. 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 that a response plan cannot be applied to this service request.
If a ticket 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 ticket.
A ticket template on a response plan cannot be applied to a ticket if:
the ticket already has a ticket template.
the site or organization on the ticket template is different than the site or organization on the work order.
If an attempt is made to add a response plan with a restricted ticket template to a work order, the system can either continue to apply the response plan without the ticket template 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.