Help!! I've come unstuck finalising users, groups and queues. We devised a hierarchy of queues which matched identically the hierarchy of staff within the project. Unfortunately OTRS is lacking some finer customisation that RequesTracker allows ie /groups/queues - staff /tier1/support - everyone in tier1 /tier1/tech - selected experts in tier1 /tier1/mngmnt - management in tier1 /tier2/support - everyone in tier2 /tier2/tech - selected experts in tier2 /tier2/mngmnt - management in tier2 /tier3/support - everyone in tier3 /tier3/tech - selected experts in tier3 /tier3/mngmnt - management in tier3 If I use the groups as above then tier1/support staff can see the tier1/mngmnt queue, if I have a support group then they can see queues across the 3 tiers. In order to workaround this in OTRS I will have to have a group for each queue which kind of defeats the object or have I missed the plot? In Requestracker for instance the configuration of users and queues allows finer selection ie Joe Bloggs has read access to tier2/tech and write access to tier1/support AND admin access to tier3/mngmnt Are there any plans to implement something more flexible and why did you choose the user->groups->queues option? Thanks Philippa Strange