Hi Guys, and Girls (?), I am new to the OTRS system and so far am 'very' impressed. I do have one question that from the documentation I thought was possible but that I've not managed to duplicate yet. Chapter 2.3 of the documentation lead me to believe I could have one queue for my core product. Users would logon to the web site and create a support ticket by filling in the form. My understanding was that I could have someone look at this queue and assign the bug to a sub or component queue for a specialist to look at. What I don't want is the customers to be able to select any of the sub queue's only an agent should be able to do this. However once an agent has responded to a ticket I do want the user to be able to view and update the ticket. So far I have managed to either configure the system so that users can't see sub component queue's or have read only access to the queue's, however read only access means they can't post follow up messages. Is there a config file that I could change so that the web page that shows queue's only has the 'top level' queue in it regardless of read and write access to the sub queue's. This way I could all customers full access to the sub queue's but they wouldn't know about them until after someone has replied from a component queue. Sorry if this has a mix of the wrong terminology in it and thanks in advance. Regards. ------------------ Henry Carpenter Clawson aka 'H' Operations Manager The small print : This communication is intended solely for the addressee and is confidential. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. Although this e-mail and any attachments are believed to be free of any virus, or any other defect which might affect any computer or IT system into which they are received and opened, it is the responsibility of the recipient to ensure that they are virus free and no responsibility is accepted by Multicom Products Limited for any loss or damage arising in any way from receipt or use thereof.