Dear All, By now, I have implemented OTRS by over 80% in replacement of existing RT system. This is my third question to the list: Is there a way where Agent "A" can raise a ticket on "Q1" ("A" could be a member or not of Group "Q1" managing Queue "Q1)) from within the OTRS agent interface and monitor the same from OTRS agent interface itself. It so happens many times that a user within the company may need to raise ticket on other department, say "computer helpdesk", and monitor the same... ofcourse, in the current system, one needs to monitor his ticket from "customer" interface. Instead if the agent (employee) is able to view / monitor the same from his own (being agent) interface, I think that will be wonderful and OTRS will stand one more step ahead of any other Ticket tracking system. Please help me in achieving this if there is a way already. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew