Hello, I wish to setup the following helpdesk to support an application: 1st level - recieves the incoming tickets submitted via mail or web front-end, responds and tries to get as much details as possible. If the problem doesn't get solved along the way, the ticket is forwarded to: 2nd Level - only gets the ticket from 1st level. Takes a deeper insight at the problem, and solves it. If the problem is a bug in the software, the ticket is forwarded to: 3rd Level - development folks. only gets the ticket from 2nd level. All levels also maintain the FAQ. OTRS 1.2.4 is installed, and I've been trying to reproduce this organisation. I have been having problems with groups and queues, though. Like tickets of the 1st level excalating for the admins, some groups not seeing tickets they should, etc. I also couldn't forward a ticket from 1st level to the 2nd and thus make it disappear from the queue of the 1st. As I am quite unsure of the best way to do this, I would very much appreciate a roadmap. I am starting from scratch, so I'm really open for suggestions as to the best way of doing this. Thanks a lot in advance, Gilles Bordelais