I have an OTRS setup, and it's working great. Very basic. I now want to add a group or a queue or something, so that certain kinds of requests can go to certain people. Where can I find documentation for how this workflow should work? The admin manual is great, but doesn't really address workflow, or why I'd make certain decisions, and doesn't help me from the agent side at all. Help? peace, ted -- http://AboutUs.org/TedErnst +1 312 371 6625