4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ?
Yes, it's possible (config option).
I'm not sure you understood the question, sorry. Say for instance you have a queue called 'support' in which there is a ticket. The support analyst thinks the ticket should be dealt with by a director via the 'directors' queue. He/She doesn't have access to the 'directors' queue but needs to be able to move the ticket to that queue. How is this done? At the moment if I use the drop down menu to change queues it tells me I'm not authorised. If your answer is still the same could you elaborate a little please. Thanks ever so much Philippa Strange ---------------------------------- Helpdesk Development Vote 26/2/03: OTRS = 52% RT = 38% Bugzilla = 8% unsure = 2% ----------------------------------