I'm afraid this is not the answer I needed. The display order I need to change is that of the fields in the new ticket screen, not the sorting of tickets in the queue view listing. I appologise if I was unclear in my initial inquiry. What I've been asked to do (and am at a loss about) is to bring several fields like "CustomerID" and some of our freetext fields up to the top and place them with the "From" field to cluster all of the customer identification information and similarly grouping non-customer specific ticket fields. I will look into the themes to see if that solves the labelling issue, thank you for that. Robert McCarroll Systems Administration NYS Department of Civil Service -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martignier, Philippe Sent: Friday, May 14, 2010 7:56 AM To: 'otrs@otrs.org' Subject: [otrs] Modifying label and display order of default ticket fields Hi, Go to admin, sysconfig and change this param : Ticket::Frontend::AgentTicketQueue###SortBy::DefaultTicket::Frontend::Ag entTicketQueue###SortBy::Default You can choose the field to be filtered by default. The only "hic" is if you want to choose a field that is NOT in that list (and is still one of my point by the way) For changing screens (fields, label), make a search of the theme function. You can define new themes and then change the screens (via html) Hope it helps Bye Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/