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This is how I'm understanding your question:
Users can create a custom view and save it, then set up a subscription, select 'Entire Workbook', and it's emailing them just the dashboard that the custom view was saved under, which is not expected as it should email the entire workbook. A workbook without a custom view in it, and selecting 'Entire Workbook', is emailing the entire workbook as expected.
I tested in 10.5.2 and I can create a custom view, save it, and subscribe to it as just for the worksheet or for the workbook, so this may be a pre-10.5 issue.
What is the exact version of 10.2? 10.2.1 or 10.2.2 or 10.2.3 or ???
Yes, you phrased that way better than I did!
We are 10.2.0
It's good to know it might be an issue and not a step that I'm missing.