Yes it is possible. I had a similar set up at my job. You can do this by experimenting with the roles and group permissions. Tyr it on a test system first From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Azambuja Sent: Friday, May 08, 2009 1:23 PM To: User questions and discussions about OTRS. Subject: [otrs] How to configure Levels of support?? Hi, i want configure my OTRS with Queue by levels of support: now, i have this: --> Corporate Mail of my clients ---> Retail --> Partners and ohters... i need this: --> 2º level - Corporate ---> 3º level - Corporate Mail of my clients --> 1º LEVEL queue --> 2º level - Retail --> 3º level - Retail --> 2º level - Partners and ohters --> 3º level - Partners and ohters I can make this without use sub queue?? (for example, groups of agents for level) Thanks. -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja