It seems like this should be a preference, but I can't find it under "SysConfig"... When using "Preview" (vs "Small" or "Medium") display in Queue View and New Messages, there is an Article selected for display (the other modes show only Ticket level information). The selected Preview Article is the most recent Customer interaction... is it possible to change this to the most recent Article, including Agent Notes? (Note that this is not a question about sorting order... as I originally misinterpreted it when asked :-) OTRS 2.4.6, Apache & PostgreSQL on Ubuntu TIA, MikeM