more level support

[rossella catalano]

I have a problem with more levels support in OTRS.
I have a 1st level support(service desk member) who is in the first line to the customer.
A 2nd level support(service agent) is responsible for a certain group of objects or services.
The 1st level support belongs to the users group.
The second level support belongs to the Service Agent's group, I have create a new queue associated with this group(2nd Level queue).
If service desk can't answer to a customer's ticket should move problem to 2nd level.
But here is the problem, service desk can't move tickets to 2nd level because in the queue view isn't present the queue associated with the second level group!

How can I solve this, any ideas or suggestions?

[micshi]

Both 1st and 2nd level agents are lack of group permissions.

You should add additional permission like following:

1st level agents should have RO and MOVE INTO permission on Service Agent's group
2nd level agents should have RO and MOVE INTO permission on Service Agent's group

[rossella catalano]

Thanks for your reply!
For the 1st level agents I have added MOVE INTO permissions on Service Agent's groups and now it works!
For the 2nd level agents I have all permissions( ro, move_into, create, owner, priority, rw).