Dear Sharon,
While we allow for some customization (which can be defaulted for all users), prefLabel should be first by factory default.
Do you have a public instance we can look at? (or, worst case, show us the configuration of the project in the projects page and a screenshot of the resource view) First thing coming to my mind is that maybe the lexicalization model is not configured properly and thus prefLabel and altLabel are just seen as generic properties and listed in the other properties section (in that case altLabel might come earlier simply because of the alphabetical order being applied)
Kind Regards,
Armando
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