Response plans enable you to ensure that similar work is performed in a repeatable and consistent way. Response plans are associated with work order and ticket types.
A response plan provides a convenient way to make the management of a customer work order or customer ticket easier, more efficient, and more repeatable across similar work orders and tickets. Response plans are available from the Service Desk ticket applications (Service Requests, Incidents, and Problems applications). Response plans are associated with work order and ticket types, and can also contain job plans, ticket templates, owners or owner groups, and other conditions that can be matched with work orders or tickets. When you apply a response plan to a work order or ticket, the system finds a plan that matches the attributes of that work order or ticket. You create and manage the agreements in the Response Plans application ( ).