Am Die, 2003-09-09 um 04.09 schrieb Jorge Becerra:

Hi: Is there any way to hide some queues from the clients, in a way that they only can enter message using email or web to publics queues, and that the privates can be used only by the agents ? That is a simplification for something more complex like make group for users with defaults groups, and assign rights to them.

You can achieve exactly that by simply using the implemented group/user capabilities of OTRS - it's in no way complex. Add a new group and only assign those users that it who actually work on the tickets. Now your "normal" agents can open up new tickets and move them to that queue in ZoomView, ie. directly after creating the ticket. hth, Robert Kehl