Customer response plans

A customer response plan is a set of automated actions and notifications for a specified set of conditions. You create a response plan when you want consistent responses to requested work. Your service agents can refer to response plans to decide how to respond to a work request.

For example, you have internal service technicians who perform some of your maintenance work, and you hire contractors to perform the rest of the work. You use different contractors for different locations. Create a response plan with conditions that specify the type of work that you perform at each location and to whom to dispatch the work. Your service agent does not need to make decisions about the best worker or vendor for the location. You can also specify that for certain conditions on an incident, a work order is created and the incident is closed.