You can create a macro from an existing ticket, which enables you to, for example, create a standard response to an issue that has already been addressed.
Agents can only create personal macros from tickets. Administrators can create shared macros from tickets.
The macro actions Comment mode and Comment/description are included in the macro only when you create it from a ticket where you left the last comment.
To create a macro from an existing ticket
- Open the ticket that you want to create a macro from.
- Click the Ticket options menu in the upper right, then select Create as macro.
- Enter a title for the new macro and then modify the actions as needed. You might want to rewrite the comment to be less specific to the original request and more appropriate for reuse.
For more information about macro actions, see Building macro action statements.
- Click Create Macro.
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