How can I create a view that shows all cases where I am mentioned in an Internal note?
I am aware of the workaround of adding tags for every mention and creating a view based on tags, but this is what we would like to avoid - having too many tags in a ticket.
In the views condition - there is a Description condition, but it appears that it shows cases only if I am mentioned in a public reply, not in an internal note.
The ultimate goal is to have a view of all cases that I have been mentioned, the case is less than solved and the case is not assigned to me.
Question
View of all mentions
Create a field "Mentions" instead of using a tag. You can leave the field off the form and have it function like a hidden field (I don't think that would interfere with using the field as a condition for Views). It would probably work best when used as a macro - since @mentions , cc's, and followers are pretty much the same thing, you could have the macro add you as a follower, include a public/private comment, update the mentions field. (Obviously this gets tricky when you have multiple people who get mentioned, or mentioned over time etc.)
@matthew14 Thanks. Indeed the use case is that we have multiple people that could be mentioned in a single ticket. Having many custom fields for everyone seems to be an overcomplicated solution.
Although it's not a View per se, I believe that you can also access that information (tickets you're following and tickets you're cc'd on) on the user profile page:
The filter options differ based on the user (ie non-agents don't have access to assigned tickets), but this view allows you to make bulk edits and groups by status.
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