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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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• 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). To identify whether the assignment group is an IT Partner, review the name of the assignment group: All IT Partner assignment group follow the naming convention of beginning with the letters "ITP".
  • Any other faculty members the ticket should be assigned to DSP Team FASIT

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