Are there more sophisticated acls available for OTRS? For example, I want to be able to grant users the ability to take ownership of tickets for themselves, but not assign ownership of tickets to others. And maybe for some, I want to grant both the ability to take and assign ownership. Here is the reason why. I have a small group of agents that all just pitch in to get the work done. We do not have the resources - or the need - the hire someone to just sort and assign tickets. However, because the ability to arbitrarily assign tickets is available to all my agents, some have the tendency to pass the buck and assign a ticket to someone else just because they think "so-and-so is not as busy as I am". I want to stop this behavior and force agents to take responsibilty for their tasks by only allowing them to assign ownership to themselves. Then as a supervisor, I would watch the queue to see if tickets are not being claimed. If they are not, then I can make the assignment as to who gets the tickets (that and have a little chat about taking initiative because that is what is expected :-) ).