[otrs] two problems...

Hi, Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the two problems I have? Please see below: 1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out? 2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.