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In most setups, it is expected that the ATTENDANT role will be filled by either the USERs themselves or the HD Techss processing a phone call for hotline environments, or in some setups by the Customers: this typically happens on paid-for support contracts where a person within a customer company is designated as first-level, internal support, and creates (supposedly costly) tickets instead of the actual users, to prevent costly abuse of support contracts.

This means this business-level ATTENDANT entity needn't have a code-level implementation.