Response plan conditionsResponse plan conditionsYou add conditions to response plans to define when the response plan is applicable to a ticket, work order, or sales order. A response plan is applied to a ticket, work order, or sales order if the conditions defined on the response plan match the conditions defined on the ticket, work order, or sales order.
The response plan is applied to a ticket, work order, or sales order if all the following conditions are met:
The ticket, work order, or sales order matches the classification and internal priority that you specify in the Response Plan Criteria section of the Conditions tab.
The ticket, work order, or sales order refers to one of the services or service groups that you specify in the Included Services section of the Conditions tab.
The ticket, work order, or sales order meets all the conditions that you specify in the Conditions section of the Conditions tab.
The ticket, work order, or sales order refers to locations, assets, and configuration items (CIs) that are listed on the Locations, Assets, and Configurations Items tabs. Enter conditions on only one of the Locations, Assets, or Configuration Items tabs. Otherwise, a response plan match is difficult to achieve because the system attempts to match values that are listed on all three tabs. If you enter values on all three tabs, a response plan is applied to a ticket, work order, or sales order only if one of the listed locations, and one of the listed assets, and one of the listed CIs are referred to on the ticket, work order, or sales order.