Ok.. I think I may have asked for this before, but now I really need to hack this solution out, we had a case slip out of control because it's latest message snuck in after a previous reply. Message... Agent... Cust. Reply.. (shows new message. No action needed at that moment, so left it) Cust Urget Reply (goes unnoticed because New Message still shows) We have a problem with the personal queue views. When it says 'New Message!' in red or whatever, we need it to also state the age or at least the date/timestamp of that new message. I know.. it's our techs own fault for not posting a note to clear the new message deal but we'd really like to see the age of the emails in the list view. What is available to me in that area to either show the new message date/time or calc the age of the newest email? Thanks, Charles