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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 ContractClient Contract Assignment GroupTask Assignment GroupResult
SRV0000150 (FASIT)CTS DSP Team FASITINF 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 FASITCTS 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 1CTS DSP Team 3

current DEV: task time worked is billed to no contract

should be in DEV: task time worked is billed to SRV0000100 (ITS)

SRV0000100 (ITS)CTS DSP Team 1CTS 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)

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