Ok, here is my Agent, Group, and Department Config.So when a ticket gets opened, it goes to the Support Department. I assign it to the Level 1 Group, or even to an agent directly. If I assign it to a group, I can still view the ticket normally. Once I assign it to an agent, it disappears. It is not until I go into the advanced link and set a filter for any open tickets statuses, when I can view the ticket again. I verified many times that my account, see attachment, has not check the box to view tickets only opened to me.