[otrs] Queue view issue

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David _________________________________________________________________