# Ticket Configuration {% embed url="" %} The Ticket screen allows you to set which Ticket categories are selectable when someone is submitting a Ticket, this could be an end user submitting a Self Service form, or a Service Centre agent taking a call. Each new Ticket category you add will appear in the dropdown lists on the Ticket submission form at runtime. Ticket categories are three levels deep. You choose the categories from a master menu of Ticket categories. Once you’ve added a category for this Ticket, you set the various attributes necessary to determine how it will act at runtime. Primarily you set ‘Who does it go to’ (i.e. which Queue, and perhaps which position), ‘When is it due’ and some further general settings. The options available for you to pick here are a standardised list of ‘Flavours’, shared between Case, Ticket and Action configuration. Once you have finished setting these attributes, you can set the Ticket process live. All that remains is to add an input channel in Configuration Manager to allow users to launch the Ticket, and you are ready to start delivering Service. At runtime, the user will select the category as part of submission, and the system will subsequently know how to route the work, what behaviour it should have, and when it is due. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.enate.net/enate-help/builder/builder-2021.1/ticket-configuration.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.