My macro isn't applying to my ticket

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:

• Using macros to update tickets
• Viewing all events for ticket updates