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This document describes how DSP Contracts are represented and used to drive decisions for ServiceNow tasks. These are changing on R1138, R1139, R1140, R1141, D936, D937.

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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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