HI Michelle; I've been sitting for far too long on a new version of OTRS with some major improvements, including a mobile interface (iOS and Android). Given the confusion lately about permissions to queues, which queues go where, etc - I was wondering if it might be a good idea to: 1. Upgrade to OTRS 3.0, and 2. Review the roles/access of each queue when I do so. If we decide to do #2, I'd need you and whoever is currently in charge of Ops to tell me the specific volunteers' names that go into each of these "Roles": * Species Coordinator o Can read/interact with all species queues, and the 'mail@mickaboo' queue * Board Member o Can read/interact with all queues * Financial Person o Can read/interact with the donations and 'mail@mickaboo' queue * Admins Volunteer o Can read all queues and move tickets between them but not financial queues If we do that, I'll revamp the roles to make permissions easier, and remove any volunteers who still have access but shouldn't.