I am trying to understand the QueueView so I can understand how many open tickets there are, and who is working on them (owner). Why does the queueview only show "available" tickets versus "open" (not yet closed) tickets, and what criteria is used to determine if a ticket is available? What is the best way to get an overview of several queues, to see: - How many tickets are open, - Who is working on them, and - Their subject/priority I have created a search on the utilities page to get this data, but it is cumbersome (status= new, open, pending reminder, pending autoclose+/- for my queues). We are using version 1.2.3. I think an earlier version we used at least had an "open tickets" link on the utilties page. I wish I could make this my default page when I come into the tool (open tickets), or define a custom search as the default start page. Thanks for any help you can provide. MMP