Escalations Generated From a Response Plan (SP)

Technote (FAQ)


Question

Are there differences from escalations created in core Maximo and those that are generated from a Response Plan (SP)?

Answer

Yes. Escalations that are generated from the Response Plan (SP) unlike standard escalations, execute only when they are applied to an object/record such as a Service Request for example. Unlike standard escalations, the Response Plan generated escalations don't follow a schedule.
The "Apply Response Plan" action is accessed through the following applications:

Service Requests (SP)
Work Order Tracking (SP)
Sales Order (SP)
Changes (SP)
Releases (SP)
Problems (SP)
Incidents (SP)
Activities and Tasks (SP)

When the action is applied, an evaluation of the conditions of the response plan takes place against the object from which the "Apply Response Plan" action was executed.

The result of that evaluation is either TRUE (the conditions specified on the response plan matched the information on the object), or FALSE (the conditions specified on the response plan did not match the object).

The response plans that were evaluated as TRUE are sorted by their listed ranks, and the highest ranking Response Plan (1 is the highest rank, 99999 is the lowest) is selected, and is stored in the PluspRPRecords table. The Crossover Domain (PLUSPRP2WO, PLUSPRP2SO, or PLUSPRP2TKT) is executed, and the associated escalation is then executed.

This is the only process that causes an escalation of this type to be executed if it has a TRUE value for the column Escalation.PluspOnDemand. This "YorN" value is what prevents an escalation created from a response plan from being processed by the escalation crontask. This keeps these types of escalations from running in any other situations.

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Document information


More support for:

IBM Maximo for Service Providers

Software version:

7.1.2

Operating system(s):

AIX, HP-UX, Linux, Solaris, Windows

Reference #:

1590547

Modified date:

2014-03-05

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