Hi all, since OTRS 3.1, OTRS works internally with Unicode Strings but leaves character sorting to basic perl 'cmp', which is not really unicode aware... as explained in Perl Unicode Cookbook [http://www.perl.com/pub/2012/06/perlunicook-case--and-accent-insensitive-sor...], I think it would be best to use Unicode::Collate's sort. I've done this in Layout.pm -> _BuildSelectionDataRefCreate and it really has improved usability to our users (agents and customers both). This is the diff to the OTRS layout.pm (v 1.381.2.11 2012/06/22), in case anyone wants to use it: 16a17,22 > ##################### > ## Unicode Sorting ## > ##################### > use Unicode::Collate; > ##################### > 4667a4674,4684 > ##################### > ## Unicode Sorting ## > ##################### > ## Unicode Sorting: added sorting by Unicode::Collate > my $Collate = Unicode::Collate->new(level => 1); > # Level 1 ignores case and diacritics > # Level 2 adds diacritic comparisons to the ordering algorithm. > # Level 3 adds case ordering. > # Level 4 adds a tiebreaking comparison of probably more detail than most people will ever care to know. > # Level 4 is default > 4677c4694,4695 < @SortKeys = sort( keys %{ $Param{Data} } ); --- > ## Unicode Sorting ## > @SortKeys = $Collate->sort( keys %{ $Param{Data} } ); 4686c4704,4705 < @SortKeys = sort { $SortHash{$a} cmp $SortHash{$b} } ( keys %SortHash ); --- > ## Unicode Sorting ## > @SortKeys = sort { $Collate->cmp($SortHash{$a}, $SortHash{$b}) } ( keys %SortHash ); 4696c4715,4716 < push @SortKeys, sort { $List{$a} cmp $List{$b} } ( keys %List ); --- > ## Unicode Sorting ## > push @SortKeys, sort { $Collate->cmp($List{$a}, $List{$b}) } ( keys %List ); 4702a4723 > ## Unicode Sorting ## 4704c4725 < = sort { $Param{Data}->{$a} cmp $Param{Data}->{$b} } ( keys %{ $Param{Data} } ); --- > = sort { $Collate->cmp($Param{Data}->{$a}, $Param{Data}->{$b}) } ( keys %{ $Param{Data} } ); 4706a4728 > ##################### Kind regards, Juan Clavero