Issue symptoms
I see my macro applied to the ticket. However, action updates are missing on the ticket.
Resolution steps
There are multiple reasons why a macro might not apply to a ticket:
- If users applying the macro don't have permission to make the change made by the macro, then the action won't occur. Check the role permissions of your user.
- If the action sets a ticket field, the ticket field must be present on the active ticket form, otherwise, the ticket field won't be set.
- If users apply a macro and refresh the page before clicking the Submit as... button, the actions won't be saved, even though comment text may persist.
- If users apply a macro, then manually revert changes made by the macro, or apply another macro that performs a contradicting action, the initial macro actions may appear not to have been made.
- Triggers or automations interfering with the ticket update are causing tag collisions. Ensure this behavior isn't happening.
For more information, see these articles:
1 comment
Max
Good job Alex O. Robinson, useful 😊
0