Plan requirement
| Subscription | Any plan |
| Access | Agent |
A macro that inserts its text but leaves a field untouched has one of four causes, and all four are quick to check.
Symptoms
- The comment appears but the status, group or custom field does not change.
- It works on some tickets and not others.
- It worked before someone edited the ticket form.
Resolution steps
1. The field is not on this ticket's form
The most common cause by far. A macro can only set a field that exists on the form the ticket is using. Move a ticket to a form without that field and the macro silently skips it. This is why it works on some tickets and not others.
2. The value no longer exists
A macro setting a dropdown to a value that has since been renamed or removed does nothing. Nothing warns you, because the macro is still valid, it just points at something gone.
3. A trigger changed it back
Macros apply before you submit; triggers run after. A trigger that sets the group on update will overwrite what your macro set, every time. Check the ticket events to see what happened after submit.
4. You did not submit
Worth mentioning because it happens. A macro stages its changes; nothing is saved until you submit the ticket.
How to see what really happened
Open the ticket's events. They show every change in order and which rule made it. That turns guessing into reading.
Comments
0 comments
Article is closed for comments.