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== Service Administration
In the "Service Administration" menu group, you will find all contexts for setting the *control of automatic ticket creation and assignment* to employee groups.
=== Overview of the contexts
. *Inboxes* +
The "logical data pots" of new tickets are configured and managed in the inboxes.
. *Inbox filter group* +
Here you can create further qualifications for the resulting tickets for mail baskets.
. *Service Ticket Templates* +
To ensure that each ticket adheres to a certain form, the templates are defined here.
. *Employee Group* +
In employee groups, service employees can be assigned to expert groups, for example.
. *Employee Group Rule Group* +
Rule groups decide which ticket an employee group gets assigned to automatically.
=== Assignment process of the "Pull Ticket" dashlet.
The dashlet "Pull tickets" is used to open the next relevant ticket from the ticket pool.
The next ticket will be selected according to the ticket status and all employee group rule groups of all employee groups the user belongs to.
*The stored assignment process proceeds as follows:*
. It searches for reopened tickets and tickets that a customer has replied to.
. If no ticket was found, another search is started with different parameters *(see item 6)*.
. The filtered tickets are sorted by priority.
. The tickets sorted by priority are additionally sorted by their date.
. Of the filtered tickets with the highest priority, the oldest ticket is assigned to the employee and opened. *The process ends.
. All open tickets are selected.
. To which employee groups does the current employee belong?
. Which employee group rule groups are stored with the current employee's employee groups?
. The open tickets are filtered based on the employee group rule groups found.
. The filtered tickets are sorted by priority.
. The tickets sorted by priority are additionally sorted by their date.
. Of the filtered tickets with the highest priority, the oldest ticket is assigned to the employee and opened. *The process ends.
Thus, *in the first instance, reopened tickets and tickets answered by the customer* are searched for.
If no ticket is found in this search, *all open tickets* will be filtered in the second instance.
In both searches, priority is most important and *then the "first come, first served" principle is applied*.
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// === Procedure for automatic ticket creation
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