Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator