Nils, thank you for this answer. Unfortunately (my boss would say "hopefully for us !"), we don't have just one customer ... and I have to isolate my different customer's queues (let's say CUST_01, CUST_02, etc.). So I'm looking for a way to : - restrict one customer to its own queue => seems OK for me now: The "customer <-> group" function gives this "firewall", one guy won't see/create tickets in another customer's queue. Despite the ACL solution works (hiding the standard queues Raw, Misc, etc.), I followed your advice and disabled my ACL (my first one, snif !) in Config.pm and now use the CustomerPanelOwnSelection from Frontend::Customer::Ticket::ViewNew to manage the set of queues available for customers. I find it a little more elegant to manage allowed queues from SysConfig. - fill automatically the customer's queue on the customer's new ticket screen : maybe some additional coding to complete the "Action=CustomerTicketMessage&Dest=1||" with the customer's queue ? Once again, thank you in advance for any idea or experience. Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d'informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com http://www.arcanal.com/ De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM Envoyé : jeudi 11 mars 2010 21:05 À : User questions and discussions about OTRS. Objet : Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound. I would not recomend to use ACL if you just want to enable 1 Queue. Search for "OwnQueueSelection" in the SysConfig and you will find your way ;-) For setting a default Queue you shoudl consider to change the SysConfig Option "Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to something like: Action=CustomerTicketMessage?Dest=1||Postmaster First the DB-ID, followed by two pipes, followed by the current Queuename. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de http://webint.cryptonode.de / a Fractal project