Maybe this picture helps a little bit to get a view

It is in Dutch, sorry (“wachtrij = “queue”, “groep” = “group”)

Peter

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Redfield
Sent: zaterdag 23 april 2005 22:41
To: otrs@otrs.org
Subject: [otrs] Manageing queues

Hi,

This is almost certainly a FAQ but I can't figure it out...I expect I should be able to create a set of queues (found that), and then somehow assign different users/groups to different queues (where I'm stuck). I have the admin acct, etc I just can't figure it out in the gui. To put it simply, I want to assign user Alpha to queues Uno, Dos and Tres.

Also can users manage assign, etc their own queues?

TIA

-Keith Redfield

p.s just stumbled onto otrs a few days ago - you folks did an awesome job of capturing real-world requirements.