Agents not appearing when changing owner

[randle]

Hi,

I have two groups that I've setup called "All Caretakers" and "Controller". The idea being that specific agents are members of both groups which allows deligation of ticket ownership to non-controller agents who are members of only the "All Caretakers" group.

I'm a little confused however. A queue called "Unassigned" which is linked to the "Controller" group contains all intial unsorted requests but when the controller attempts to change ownership, no additional agents are shown in the drop-down box. The only way I can get these to show is if I give the non-controllers "OWNER" permissions to the Controller group but this doesn't make sense as this action appears to contradict the reference description as don't want non-controller members to have "OWNER" permissions to tickets in this group's (Controller) queues however, appears to be the only way I can get agents to show in the drop-down.

Reading back this sounds very confusing but get the feeling I'm simply not understanding/mis-reading the reference description for the permissions!