I tried to help our Service Desk manager create a view that would allow him to see all the tickets of one particular store that was having issues. He had wanted a simple view to be able to monitor things going on there on the spot. All of our stores are actually end-user records, so they are the requester in a ticket. We have over 700 stores. When I started my conditions, I found Requester and IS and started typing "store" which in a ticket form would start returning responses right away with type-ahead. To my surprise, no way that I typed the store as the requester (or any other store record, for that matter), was a valid requester, as if something was blocking those records from being 'valid' for the purposes of a view condition. As someone who moved from ServiceNow to Zendesk, I knew I would be losing a lot of functionality that was just "built in", but didn't know all the things that I would lose. The "bread crumbs" method of creating views in ServiceNow was so granular, you almost didn't need reports. Views in Zendesk are too limiting. I spoke to Premier support and basically got the answer that I could apply tags to each one of my 700+ store records and then I could add the condition of the tag being present. This is not practical. How many extra tags should need to be put in a record to 'trick' the system into doing something with it that it should do 'out of the box'? I apologize for my frustration. It seemed like something that was a no-brainer that should have been just how things work.
This request is to open up the conditions in creating a view to allow any requester, regardless of role.
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