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This document describes how DSP Contracts are represented and used to drive decisions for ServiceNow tasks. These are changing on R1138, R1139, R1140, R1141, D936, D937.

Background

DSP Contracts have been implemented as "Service Contracts" table (ast_service} that came with the asset management module. Each contract has a list of organizations which it serves; these lists are maintained in a Box spreadsheet and pulled into ServiceNow via a nightly import set (this could probably be improved by allowing in-tool editing; the trade-off is role/ACL management vs. import set/transform management).

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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.

There are a series of possible scenarios, stored in HPALM on R1138.

Contract Billing Reports

"DSP managers need to be able to We have copied them here for convenience:

Business Rules

• 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 CTS Service Desk, regardless of whether they are FASIT.
• 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. (The Medical School Faculty as NON-FASIT is not changed by this requirement; however, we should test it anyway with some Medical School Faculty members. We literally went to the Medical School website, found some faculty members, and tried it.)
• 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

How to test:

You need to isolate people of each category, partially complete an Incident form, and use the 'Assign to DSP Group" UI Action button at the top bar of the Incident form. Those categories are:

• Find a user with no contract
• Find a user with FASIT, with a contract that is not tied to any IT Partner
• Find a user with FASIT, with a contract that is tied to an ACTIVE IT Partner
• Find a user with FASIT, with a contract that is tied to an INACTIVE IT Partner

Contract Billing Reports

"DSP managers need to be able to report at the end of the month the time worked for each support contract so they can accurately bill the orgs."

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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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