Hi, Go to admin, sysconfig and change this param : Ticket::Frontend::AgentTicketQueue###SortBy::DefaultTicket::Frontend::AgentTicketQueue###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.