Create view for all open and closed tickets. | Community
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Create view for all open and closed tickets.

  • October 15, 2019
  • 6 replies
  • 0 views
M

Hi, I need a view in order to pull all the open and closed tickets for our space.

Blanking out all of the rules doesn't give me a view of all tickets because Zendesk adds a rule.  Specifically I get this message:

'Status less than solved' has been added as a hidden rule because at least one of the following ticket properties are required in the ALL conditions section:

  • Status, Type, Group, Assignee, or Requester

Is there any way to view all open and closed tickets or am I just going to have to go to API and dump into a spreadsheet?

    6 replies

    Brett13
    • Brett13
    • Community Manager
    • October 15, 2019

    Hey Michael,

    Within the view, you should be able to set up Status > Less than > closed" and "Status > is > closed" under **Meets any of the following conditions.

    Do you receive the same error when you use the above conditions?

    You'll also want to keep in mind that archived tickets will not show up in your views.

    We also provide the option to export data from your account into a CSV, JSON, or XML file if you're on Support Professional or higher. More information here: Exporting data to a JSON, CSV, or XML file (Professional and Enterprise)

    Let me know if you have additional questions for me.

    Cheers!

    R
    • Ryan97
    • January 23, 2020

    Hi Brett,

    It wont let you add both those lines under "Any". The error say's it needs something under "All" and won't save. If you then put one under All and one under Any they cancel out and show no results. If you put them both under All they cancel out too. They need to add Archived to the drop down list. Then you could say Status > Less Than > Archived to show New-Closed.

    This is how I originally had it and swear I've tried every combination. Anyone have any other ideas to show New-Closed tickets? Or am I doing something wrong?

     

    Brett13
    • Brett13
    • Community Manager
    • January 24, 2020

    Hey Ryan,

    Do you use the Type field at all? If so, you could add the Type > is not > - ** condition as a placeholder in your view. Or you could use **Ticket: requester > is not > (assignee).

    Let me know if that doesn't get you what you're looking for!

      R
      • RoadOne
      • May 3, 2020

      I created a Group called Tickets All and added myself to it. Then I created a View with the ALL condition set to **Group is not Tickets All** and it did the trick. I can now see all of my tickets in one view.

        Emily32
        • Emily32
        • September 7, 2023

        It looks like this is no longer possible. I am trying to create a view for all tickets, and I am receiving an error message that says, "You need to add at least one All condition for Assignee, Group, Requester, Status, or Type". But if I set any of these it limits the view, and I'm unable to do what @brett13 suggested, as the views are requiring me to have one of the 'All' conditions met. It will not allow me to use only 'Any' conditions. 

        Heather13
        • Heather13
        • September 7, 2023

        Hi Emily,

        If I leave out the status condition, it will assume I want all tickets and include Closed tickets as well (up to ~4 months until they are archived).

        What I usually do is add a condition to "All" that is sort of a dummy condition. Like Assignee is not (me) if I am ok excluding my own tickets. Or Type is not xxx If I know no tickets will be of type xxx.

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