...
First, we have a user record that contains a DSP group, according to the contract settings in ServiceNow, as maintained by the helpdesk groups. Sometimes those people groups do not contain begin with the word "CTS", in which case nothing will happen, and this will get assigned to "CTS Service Desk" as usual.
...
Fourth, observe that this user successfully creates an incident assigned to the group CTS DSP Team FASIT.