Maurizio Pederneschi schrieb:

Hi, Hi Maurizio,

I'm a newbie of OTRS and I would want know if exist a User Guide of this product.

Look at the attached image: Where I must define "owner" and "responsible"? The listbox is empty... select a queue in the "To" field, an all agents, that are subscribed to that queue (have it as preferred queue in their settings) will fill the owner-box. If you click "All" all agents that have the permission for the queue.

Thank's, Maury

Gerold.