Creating a response plan
It is recommended that you use response plans to simplify the processing of new Change requests. When you add a step in a workflow to apply a response plan, the response plan that is most appropriate for the current Change is located. If the response plan includes a job plan, that job plan is brought into the Change. You can use the built-in response plans, or you can create your own response plans.
About this task
As you create a response plan, consult the online help that is provided for the Response Plans application. To access the help, click Help. The steps that are provided here cover the basic information that is typically required for a response plan that is used for Changes.
In the Response Plans application, you might notice customer-related fields and actions, such as the Associate Customer action. These customer-related fields and actions can be used only by those who have purchased the Service Provider version of this product. Environments that have installed the non-Service Provider version of the product cannot use these fields and actions.
In addition to the online help, use these guidelines as you create a response plan:
- Click to open the Response Plans application, and click New icon to create a new response plan. Enter a name for the new plan.
- In the Applies To field, select WOCHANGE to create a response plan for managing Changes.
- If you want to associate the response plan with one or more customers, select the Associate Customer action, and specify the customer or customers that you want to associate with this response plan. Response plans associated with one or more customers are used only for Changes that are performed for those customers. Response plans that do not have a customer association can be used for Changes for any customer.
- The value in the Ranking field is used to select a plan if more than one plan applies to a Change. A lower ranking value takes precedence over a higher number; for example, a response plan with a ranking value of 2 is selected over a plan with a value of 5, even if both plans match the Change.
- It is recommended that you specify a job plan that this response plan will bring into the Change.
- In the Response section, specify any other information that you want to be contained in this response plan. For example, you can associate an owner or owner group with the response plan.
- Response plans have a Stop Reponse Plan if Job Plan or Ticket Template can not be applied check box. If this box is checked, the response plan stops if a job plan already exists for a Change; if the box is not checked, the response plan continues, and brings in other information that might be associated with that response plan. For example, it might proceed to bring an owner or owner group into the Change.