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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:

Business Rules

• If a client has no DSP contract the ticket should be assigned to the Service Desk
• If a client has a DSP Contract that maps to an inactive assignment unit (e.g. an IT Partner who has not onboarded yet) the ticket should be assigned to the Service Desk.
• Medical School Faculty are supported by CTS DSP Teams 2 and 3.  The query that flags clients as a FASIT person automatically excludes Medical School faculty from being flagged as FASIT.
• If a client is flagged as a FAS-IT person they should be assigned to the appropriate support contract
  • If the client is a faculty member supported by an active IT Partner the ticket should be assigned to the IT Partner assignment unit (see above for what happens if an IT Partner assignment unit is inactive)
  • Any other faculty members the ticket should be assigned to DSP Team FASIT

Contract Billing Reports

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