Question
Why is my macro placeholder blank for a custom ticket field even though the field has a value and the correct field ID?
Answer
The macro placeholder may appear blank due to one or more of these reasons:
- The placeholder syntax is incorrect.
- The field ID does not match the custom ticket field.
- The placeholder has spaces instead of underscores.
- The field type does not support placeholders in macros.
To fix this
- Check that the placeholder follows the correct format. Suggested options should appear as you type it into the macro action.
- Type underscores instead of spaces.
- Confirm that the ticket field ID matches the custom field.
- Make sure the field type supports placeholders in macros.
For a complete list of available placeholders, see the article: Placeholder reference for business rules.