Hello people ! I have different queues, some of them belong to 'users' group and thus only agents can write to these queues and some which belong to 'customers' group to which both agents and customers can write their tickets via customer.pl. By default customers fall into 'customers' group so they can only write to the queues belonging to that group. The problem is that when a customer writes to one of the queues which belongs to 'customers' group and the ticket is then moved to one of the 'users' group the ticket disappears from 'My Tickets' list and (s)he can no longer see it's status or any other information relating to it. Moreover when one tries to follow a link in an email notify message (one that sent when a message's moved to other queue) to see the ticket e.g. http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 OTRS says: No rights! Message: No access! Back Nonetheless (s)he is able to see the ticket again when it's moved back to the original ('customers') queue or to one of the others in 'customers' group. I'd like tickets created by customers remain seen in 'My Tickets' list wherever they moved. I haven't found anything helpful in Admin Manual, configs or faq.otrs.org. Can I make use of such a feature OOTB or I should dig in sources ? Thank you for support.