Handling Service Queue

Dear all,

IN my CRM online I have define an Input mail box which is collecting all demands from our web site. ON incoming email goes is the input Queue attrached to the mail box. So far so good.

Then Idea of the queue that I have understand is that you can pick items from the queue to work on.

So based on that I selected an item from the queue and than assign it to my self. Then when I select the view which state " Item I am working on" I could not see the queue item I have associated to me to work on.

Why I cannot see it ? Where it goes

What is your process when taking an item from the queue to work on ?

Thanks for help