Response Plans

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The Service Catalog user can apply a response plan to a ticket to ensure predictable and repeatable responses to similar work requests. There are two ways to apply a response plan.
  • Manually apply the response plan using the “Apply Response Plan” action on the Service Requests application
  • Automatically apply a template using the response plan workflow provided by the Service Catalog.

Automatic response plan processing

When a catalog request is submitted, the following process is followed for each service request that is created:
  1. Checks the related offering for the Automatic Response Plan Initiation flag
    • If the flag exists, the response plan workflow specified by the Workflow options for Service Catalog in the Organizations application is invoked
  2. The default response plan workflow invokes an action to apply the response plans:
  3. This action invokes the response plan engine.
  4. The engine selects a response plan to apply to the service request.
  5. If the response plan specifies a ticket template, the template is applied to the service request automatically. When the ticket template includes a job plan, an activity work order is created, and a job plan is applied. The activity work order is displayed on the Service Request Activities tab.