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Implementation
Group Assignment
"When processing an incident, an ITIL user should be able to determine which DSP group supports a particular user so that the incident can be routed to the appropriate DSP group."
This is facilitated via a UI action called "Assign to DSP Group", which is available in Incident and SC Task forms. It chooses a group by the rules described above.
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Over a month, sums are obtained by making a time-constrained list of task_time_worked records, then reporting on the "Bill to Contract" field. Example:
Task Filtering by DSP Contract
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- In the case of FASIT DSPs, list tasks based on the FASIT status of the client. This can be done from the reporting module or a viewfilter. Example.
- In the case of other DSPs, list tasks based on the contract of the org of the client. This can be done from the reporting module or a viewfilter. Example.
Contract User Counts for Staffing
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- FASIT counts can be obtained by tallying the number of active users with for whom FASIT==true. Example.
- In the case of non-FASIT users, counts can be obtained by grouping via a list of active users for whom FASIT==false users , grouped by the contract of the users' orgs. Example:
