Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them "support" for the cs reps, and "escalations" for tickets that should be escalated to managers). We'd like to set up the "support" queue so that cs reps can read and answer emails, and create new tickets, and set the "escalations" queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, "reps" and "managers". The "support" queue is owned by the "reps" group, and the "escalations" queue is owned by the "managers" group. Users who are reps have ro and create permission in "reps", and "move_into" permission in "managers", and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, James.