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