Import Ticket Form data in Macro Comment Description
AnsweredHi All
It's been few hours I am trying to figure out a way where I can extract the data from the Form used by the Agents into the Macro description.
Use case: Agent works on a ticket and fills out the data in one of our conditional forms. Now we want to use Macro to extract the data into the ticket as Private note as a description.
Issue 1: I know we can use Placeholder for ticket field value i.e.{{ ticket.ticket_field_ticketid}} but if we have number of form fields it is very cumbersome to get the ticket fields and then populate it in macro.
Issue 2: Drop down fields - there is no placeholder available that yields the value for selected drop down value (as opposed to the previous placeholder)
Issue 3: Since it is a conditional form, and if agent chooses one option, specific fields are shown. So macro needs to display all the filled out fields as private note. How do I specify that condition in the macro, as in macro we can just list the ticket field via placeholder without any condition which means it will list all the ticket fields in the form.
Any help will be much appreciated!
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Hi Ritz,
When using the placeholder, it should pull the value that's been set within the ticket form. There isn't an easier way to capture this via a macro other than using the ticket field placeholder.
If you're trying to capture the value of a drop-down field, you should be able to use the ticket.ticket_field_option_title_<field ID number> placeholder as mentioned here: Using placeholders
You won't be able to tell the macro to display all fields that have been filled, unfortunately. You will need to specify which fields you'd like to display in the macro using the appropriate placeholders. I can see why this would be beneficial so I'll be sure to pass this feedback along to the appropriate team so they're aware of this use-case.
Let me know if you have any other questions!
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