Well, I have the same problem. I read the thread completely and I don't understand, because that I would like know how you solved it, please.

I misunderstood how OTRS is supposed to work. We have seven helpdesk workers and I had made seven queues, one for each of them. That was wrong. Now they all work in the same queue. If I want to assign a ticket to an agent, I change ownership to that agent (or the agent will "lock" the ticket). I have changed our translation so "lock" and "unlock" now are called "take" and "release" because that makes more sense to us. To control permissions I put all the agents in the group "users" and created a new group called "supervisors". The way I am controlling who can do what is with a couple of ACL's (Access Control Lists) in Kernel/Config.pm: # ACL: Strip permissions from everybody $Self->{TicketAcl}->{'ACL-1'} = { # match properties Properties => { # See, this is empty. Everybody matches. }, # return possible options Possible => { Action => { AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketPriority => 0, AgentTicketFreeText => 0, AgentTicketBounce => 0, AgentTicketForward => 0, }, Ticket => { # We're not using this yet but I left it in for a rainy day where I might need it #Queue => ['Hotline', 'Koordination'], #State => => ['some state'], #Priority => ['3 normal', '4 high'], }, }, }; # ACL: supervisors can do everything. $Self->{TicketAcl}->{'ACL-2'} = { # match properties Properties => { User => { Group_rw => ['supervisor'], }, }, # return possible options Possible => { Action => { # See, this is empty = all possible actions. }, }, }; I hope that helps. Please feel free to ask for clarification on any point above. -- Lars