Greetings We are testing otrs in order to use it as our ticket service. Currently we have a main queue to use it as level one support for one department, and then, few subqueues to use them as tasks of the department. There is one "manager" wich is member of the main queue, and other people wich is member of the different subqueues. The manager is supposed to check the tickets created from the mails recieved, and then move them to the appropiate subqueue depending on the task that should be done. The problem is that the ticket created from the mail can be seen also by the members of the subqueues, and not only by the manager. We would like to configure otrs in such a way that only the manager could see the ticket. Is there any way to get this? should we create different main queues for the task instead of using this approach? Thank you very much.