otrs working configuration.

[cbravo]

Hello guys, congratulations on the amazing software and kudos to the community because it seems to be awesome. So basically this is what I'm trying to do:
Have a main queue (like raw) where all the tickets arrive. Add two subqueues to the main one (let's call them network and hardware support). The raw agent group would only be able to move tickets to the subqueues and assign owners of the tickets, while the agents on the subqueues can answer tickets and close them only. The first one is no problem, but if I give R/W permissions to the agents in the subqueue they can assign owners too and that's not suppose to happen. How could I fix that?

if it makes any difference I use OTRS 3.01 under Linux Ubuntu 10.04.

Any help would be appreciated.

Oh, I forgot to ask what happens when a ticket gets escalated? for instance I assigned ticket#1 to john smith in the networking queue. If he didn't answer in time the ticket is suppose to get escalated, where does the ticket go or who does it get assigned to?