On R950, we made changes at the request of Mark Kovacs.

These changes allow the incoming incidents to be dynamically assigned to the appropriate DSP group, depending on the contract associations on the user record of the user record performing the request.

The actual code, and how this works...

The code

current.assignment_group.setDisplayValue('CTS Service Desk');

// if DSP group is properly assigned, and the group isn't crazy, use that as the assignment group
// we need to filter the groups because some of the DSP groups don't make sense 
// doing a crappy fake starts_with method because none exists in javascript
var dsp_group = current.opened_by.u_dsp_group.name;
if (dsp_group != '' && dsp_group != null ) {
   if (dsp_group.substring(0,3) == 'CTS') {
      current.assignment_group.setDisplayValue(dsp_group);
   }
}

How it works.

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 groups do begin with the word "CTS", in which case nothing will happen, and this will get assigned to "CTS Service Desk" as usual.

Second, sometimes those groups are really called "CTS blah blah", and all those assignments will work properly. In that sense, this scripting is future proof.

Does FASIT work?

First, we need to determine what the proper name is for the FASIT queue. The answer is:

CTS DSP Team FASIT

Second, we need to determine whether there are any actual users who have this set as their contract.

https://yale.service-now.com/sys_user_list.do?sysparm_query=u_dsp_group.nameSTARTSWITHCTS%20DSP%20Team%20FASIT

that says that about 9000 people apply to this group. So we should be able to find somebody to use as a TEST to show that this works.

Third, emulate aa38, Azza Abouzied and create an incident using the "somthing broken" incident reporting catalog item.

Fourth, observe that this user successfully creates an incident assigned to the group CTS DSP Team FASIT.