"Roles" are currently enabled for OTRS, which means simple "user<>queue" permissions aren't what's important. Check out "Roles", "Users<>Roles" and "Roles<>Groups" for details. Pam is a member of "Species Coordinators" role, which has access in full to all of the species-oriented groups (*-Coordinator). I could have restricted it to "move-into" but the top level coordinators really should have full access to each others' queues, I think. They cross over so often - just look at Claudias' recent emails (Hey, this person the Amazon coordinator wants approved also wanted a Macaw, can I see their records...). The only queues I think it makes sense to restrict away from the majority of folks are 'admins' (actual OTRS administrators), the tech queue, donations, and CreditCardProc. Mal Raff wrote:

Can I assume that you've allowed only 'move into' access for everyone?

I just checked under users<-->queues. Pam's checkboxes don't seem to include all the coordinators... is that taken care of some other way in OTRS so that you don't need to specifically check the boxes?