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show all workitems of an enduser quickly
This is our use case:
- enduser calls an employee of our ICT Service desk and talks about some recent tickets where he was affected to
- service desk analyst needs to search the whole ticket history of that specific user, the get an overview.
therefore we know 2 inconvenient ways:
- open an existing workitem, click on the "i"-symbol, next to the affected user, click on more details, click on requests
- open search function, delete default filter (because you cannot chose "affected user" there...), add each of the workitem categories separately, chose "affected user" on each of the workitem category filters, set the affected user, hit the search button
Isn't there any better solution for that? We've got about 1000 endusers and about 10 analysts, most of the time, the analysts don't know the request history of an enduser, so they have to spend a lot of time searching for all the workitems of an affected user, to know their history My suggestion would be to implement one more item in the search bar dropdown list, where you can just select an enduser and show all of the requests without struggling.Please let me know if there is already a solution like that.thanks and best regardsSilas