Many thanks to Henning Oschwald as I work on resolving my 3 issues after migrating from OTRS 1.2.3 to 2.2.6. At the moment I have solved the FAQ issue where the FAQs could not be seen in the internal agent view. I needed to give permission to the FAQ categories. The problem was that when I clicked on the FAQ icon I was not seeing a category icon. My OTRS 1.2.3 database did not have a faq_admin group. I clicked on "sysconfig" under the "Admin" area. I then changed the Group selection: to "FAQ" and then clicked on the subgroup "Frontend::Agent::ModuleRegistration". It was here that I found that the faq_admin group had authority over "Language" and "Category". I debated whether or not to change the group from faq_admin to faq. In the end, I decided to create the group faq_admin and give myself and a couple of other trusted administrators rw privileges to this group. I logged out of OTRS, logged back in and now the Language and Category appeared in my toolbar. Now that I had the Category icon I was able to assign group permissions to each of the FAQ categories. Now I can bring up the FAQ subjects within the agent area of OTRS Thanks again to Henning. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122