Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion ----- Fine del messaggio inoltrato ----- <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "http://www.w3.org/TR/html4/loose.dtd"> <html> <head> <title>Documento senza titolo</title> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"> </head> <body> <p><font style="font-size: 12px; font-family:Verdana"> -- <br> <strong>Gabriele D'Andrea </strong><strong><br> </strong></font> <font style="font-size: 11px; font-family:Verdana"> Tel. +39 085 9431161 • Fax +39 085 9431162 • <a href="mailto:gabriele.dandrea@ecohmedia.com">gabriele.dandrea@ecohmedia.com</a> <br> • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •<br> <strong>ECOH MEDIA S.r.l. <br> </strong>Via Milano 32, 21019 Somma Lombardo (VA) • Via F. Fellini 2, 65010 Spoltore (PE) • Italy • <a href="http://www.ecohmedia.com">www.ecohmedia.com</a><br> • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • <br></font> <font style="font-size: 9px; font-family:Verdana; color:#666666"> Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo<br> eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene<br> gentilmente comunicazione. <br> The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please <br> notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in<br> any medium.</font></p> </body> </html>