SAP help

Configuring Ticket Routing Rules by Team or Territory：

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1802/en-US/d522fe572b5c406d9015ebbb4dc9a1d2.html?q=ticket%20route

Routing tickets by territory or team allows you additional flexibility versus routing tickets by org unit. Employees can be assigned to multiple territories, or teams, but only one org unit.

Automatic Ticket Processing：

https://help.sap.com/viewer/e3d4d4173c6f4231a6a35885511484ee/1802/en-US/bcd6aaba88164c56a9fca3e865e982f3.html?q=ticket%20route

在Ticket Routing Rules里配置：和SAP许多其他产品的determination套路一样，同一列之间的不同column是AND关系，不同列之间是OR关系。这些rule在后台还是存储成一系列BRF相关的模型。我们在前台看到的determination rule界面，在后台存储成BRF function里的一个decision table：Input field lists for this function: