Why are tickets in my categories unassigned by default?

Unlike secretary and registrar ticket routing, tickets in the Admin/DSO/Principal categories, and any escalated tickets, do not have an owner by default. Rather than sitting in one person's queue, they live in a shared queue so the soonest available admin, DSO, or principal can pick them up and get the guardian an answer more quickly. You are responsible for regularly checking your Help Desk and assigning yourself any tickets you're available to take.