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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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| Client Contract | Client Contract Assignment Group | Task Assignment Group | Result |
|---|---|---|---|
| SRV0000150 (FASIT) | CTS DSP Team FASIT | INF Backup and Storage | current DEV: task time worked is billed to no contract should be in DEV: task time worked is billed to no contract |
| SRV0000150 (FASIT) | CTS DSP Team FASIT | CTS DSP Team FASIT | current DEV: task time worked is billed to SRV0000150 (FASIT) should be in DEV: task time worked is billed to SRV0000150 (FASIT) |
| SRV0000100 (ITS) | CTS DSP Team 1 | CTS DSP Team 3 | current DEV: task time worked is billed to no contract (change to this per UAT) should be in DEV: task time worked is billed to SRV0000100 (ITS) |
| SRV0000100 (ITS) | CTS DSP Team 1 | CTS DSP Team 1 | current DEV: task time worked is billed to SRV0000100 (ITS) should be in DEV: task time worked is billed to SRV0000100 (ITS) |
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:
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