Building macro action statements Follow

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8 comments

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    James (Edited )

    Hi - I think I may have found a bug in the macro option to set the value of a custom field.  In my testing it appears that only a dropdown field that is on the currently displayed form when the macro is applied will update correctly. Trying to update a dropdown field that is a) not on the current form or b) not listed on any form will not update.  I may need to do additional testing to confirm but if someone can look into this that would be helpful.  FYI: I can work around this issue by removing / adding the tags associated with the dropdown menu items in 2 actions for the macro.

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    Jessie - Community Manager

    Hi James!

    I'm fairly certain that's intended behavior rather than a bug. Is there a reason that you'd need to update a ticket field that isn't actually on the ticket?

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    James

    Hi Jessie - We have several different forms available to an agent to select / use depending on the different types of tickets that might be coming into ZenDesk.  We also have non-customer service agents/users that need to review tickets for reasons other that incident resolution (i.e. risk, audit, legal review etc).  I created a macro to allow those non-service agent users to apply an internal comment to a ticket and update a dropdown field to mark it as reviewed.  I did not want that dropdown field available to all users on the generic form.  All of this said, setting / removing tags works just fine but I wanted to report the issue b/c it still felt like a bug as the macro actions clearly allow me to select the field to be set regardless of what form is currently being used or not used.  Hoping this all makes sense!  Thanks!

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    Jessie - Community Manager

    Hey James!

    Thanks for the additional detail! You can set up your custom fields so they're not viewable or editable by end users. Would that help? Or are you concerned about agents messing with fields they're not supposed to be using?

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    James

    Yes re: don't want certain agents using this particular field.  The field is not needed and not on any form for end users.  It just odd that I can add a macro action to adjust a dropdown menu field value and yet there might be some restriction on that actually working or not based on a field being present on a given form.  And since macros are not form specific that would seem to mean the macro actions are global regardless of form/ticket where they are being applied. 

    Again, setting/removing tags is accomplishing the same thing related to that field value so I have it working, just not the way I originally thought I should be able to.

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    Krystene

    How do I set up a Macro to have the requester field automatically filled out?

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    Jessie - Community Manager

    Hi Krystene! Welcome to the Community!

    It's not possible to set the requester on a ticket via Macro. Are you changing the ticket requester after a ticket has been received, or is this for a new ticket that's being created by an agent?

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    Krystene (Edited )

    New ticket that is being created by agent that needs to go to specific requester. 

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