Internal support queue

[ZioBuddha]

Hi all,

before to explain my trouble, thank you very much for your support and, please, excuse me if maybe I'm duplicating an old&banal question, but I didn't find any valid solution.

I've 3 different queues: "SW problem", "HW problem" and "Internal Support". Customers can only see "SW problem" and "HW problem" queues and open tickets on them. They have no visibility on "Internal Support".
Agents, otherwise, can operates on "SW problem" and "HW problem" (working the tickets) and have the possibility to escalate the ticket to the "Internal Support", if they are not able to solve them.
My idea is:
- Agents move the tickets to the "Internal Support" queue
- "Internal Support" agents work the tickets, interacting only with "SW problem" and "HW problem" agents, not with the customers
- Customers don't see the tickets interactions between agents but continue to see the ticket (maybe locked or, in any way, they can see the ticket history before the passage to the "Internal Support")
- Finally, "Internal Support" pass back the ticket to the original queue. Customer, now, can see again the new interactions (between him and the agent).

Again, thank you very much for your support!

Stefano

OTRS VERSION = 2.4.7 on Win2003Server