So I've been wrestling with getting the change_time value to show up instead of Age, and I finally got it... although I still need to figure out how to sort by it. Anyways, it formats the datetime information out like 0000-00-00 00:00:00 and what I would like is 00/00/0000 00:00:00. If anyone could help me out with that (or the sorting) that would be great. Below is how I got the change_time value to show up in place of the Age value. Locate: Kernel\Output\HTML\Standard\AgentTicketQueueTicketView.dtl Look for: (its near the top) $Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"} Replace with: $Env{"Box0"}$Text{"LastUpdated"}: $Data{"LastUpdated"}$Env{"Box1"} Locate: Kernel\System\Ticket\Article.pm Look for: (should be around the 1600s) . ' st.escalation_solution_time, st.escalation_time ' Replace with: . ' st.escalation_solution_time, st.escalation_time, st.change_time ' Look for: $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; Replace with: $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; $Data{LastUpdated} = $Row[79]; $Ticket{LastUpdated} = $Data{LastUpdated}; -- Isaac Dawson