Hi all. I'm can't figure how queues work ;) Who can explain ? ;) All names/logins are testcase. Admin - create users: agent1, customer and queue "internal-it". Agent (tech. specialist, login agent1) enter OTRS and choose "my queue = internal-it" in his preferences. Exit. Customer (customer user, login "customer") enter OTRS and create ticket. Ticket go to queue "internal-it" (no another choice in drop-down in customer interface). Exit. Agent1 enter OTRS and see this situation: queues : My Queues (0) (why, if internal-it in his "my queues" list?) Locked tickets=1 , click on it, unlock (why he need unlock his own ticket?) Then situation change: queues: My Queues (0) - internal-it (1) (blinking) Why ticket not to go in my queues ? -- Mike Lykov ISP Samtelecom, Administrator