Hello! I hope this is the right place to ask for help :) I've been having this problem for some days, I've searched on google about it but I couldn't solve it. My problem is that I have agents that own some queues, but when a ticket is sent to one of those queues, they appear in "All tickets" and not in "Tickets in my queue". As a result, the agents don't receive a e-mail notification when a new ticket is created. I've checked the "My queues" list in the preferences, they're all there. Everything seems normal, but the only way I can make a ticket appear in "Tickets in my queue" of any agent is manually redirecting it to them. My OTRS version is 4 Patch Level 11. Please let me know if you need more information about my problem. Any help would be perfect :) Thank you, Alexandre