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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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General algorithm is if Task Assignment Group starts with "CTS DSP Team", AND Client Contract is populated, then bill to Client Contract. If not, do no billing to Client Contract.
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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