Response Plans (SP) - Overview

A Response Plan is an application that is part of Maximo for Service Providers, but it is also available as part of SmartCloud Control Desk.

A Response Plan is applied to a Ticket or Work Order object based on an event occurring on the record. The functionality originated from a need to simplify complex Workflow that had hundreds of nodes. The Response Plan is applied based on a set of business rules (Condition Clauses). When a Response Plan matches to the information on the Ticket or Work Order it copies over data from the Response Plan (Applying Response Plans) using a Crossover Domain, it can also apply one or more Actions or Notifications (Response Actions).

Response Plans can be applied manually through a menu action, or automatically as part of Workflow or an Escalation.

Multiple Response Plans can be applied to the same ticket or work order, this might be at different states of the record. For example:

• initial routing of a request for planning purposes, 
• routing of the request after approval, 
• routing of the request for validation of costs or GL account, or of prices prior to billing.

Use Cases

• After a Service Request has been received automatically determine who to route it to based on customer and classification 

•  When a reactive work order is received then automatically apply a Job Plan and an Owner Group based on the classification and then approve the work order so that it is queued to the Owner Group.

• An emergency work order is received out of hours, then automatically route to the correct vendor or call-out group based on classification and location.