Robert,

Try clicking on the users/group on page http://localhost/otrs/index.pl?Action=AdminUserGroup - is it what you're looking for?

I think that yes, different groups is what I need. I have JUST discovered a section (19.1) with title "Multi Group" in the manual that describes PRECISELY what to do for this type of setup! Sorry for the inconveniences! I thought I had gone through the entire manual, but I see I skipped somehow the interesting section. I'll be back to you only if the instructions given in the manual do not work. Thanks again! Jose.