Service plans
The service plan that is associated with the request class defines how the business processing rules are enforced. Service plans are used to centralize the rules for managing service requests and work tasks.
A request class cannot be associated with more than one service plan. However, it is common for a generic service plan to be associated with more than one request class record. The request engine uses the association between a request class and a service plan to determine how the system reacts when a request is submitted. The project templates and task templates are used to create tasks and projects for the service plan.
Figure 1. Service plan relationships
The service plan configuration drives the following actions:
- Task creation, which is based on the task template on the service plan.
- Automatic assignment of service providers, for example, responsible organization and person.
- Service level agreement (SLA) details, for example, respond within.