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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.

There are a series of possible scenarios, stored in HPALM on R1138. We have copied them here for convenience:

Contract Billing Reports

"DSP managers need to be able to report at the end of the month the time worked for each support contract so they can accurately bill the orgs."

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