sure.
simplest way is to read the documentation at otrs.org, specially chapter 5.2 and followings....

Li

otrs-bounces@otrs.org schrieb am 06.04.2006 12:13:44:

> Hi,
>
> Is it possible to configure queues in such a manner that only a
> specific person can see the requests submitted by the customers.
>
> Example: Queue Name is Finance
> Requirement: Only the user by name "Finance Manager" should be able to
> see the contents of the queue.
> Current Scenario:  All the other users (ticket handlers) can see the
> requests received through this queue.
>
> Thanks,
> Prafulla
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