Setting up and managing response plans
A response plan provides a convenient way to make the completion of a change easier, more efficient, and more repeatable across similar changes. Response plans can contain job plans, owners or owner groups, and other attributes that can be matched with specific issues. When you apply a response plan to a ticket, the system finds a plan that matches the attributes of that ticket.
All of the attributes that define the response plan must match, and all of the response plan definitions are applied to the ticket. For example, a job plan that is associated with the response plan is brought in; an owner or owner group is applied; and so on. Response plans ensure predictable, repeatable responses to similar kinds of work.
Each response plan that you create applies to the WOCHANGE type of record and has a range of other attributes. You can specify a job plan that is applied by a response plan; you can associate an owner or owner group with the response plan; and you can supply other change attributes, such as classifications, that will be used to apply an appropriate response plan.
As a service provider, you can associate one or more customers with a response plan. Associate customers with a response plan if you want the response plan to apply only to requests that you process for these customers. If you do not associate a customer with a response plan, it can be applied to requests for any customer.
For more information about response plans, click to open the Response Plans application, and consult the online help that is provided for this application.