Macros

Macros let you run multiple actions on a ticket with a single click (or automatically if you prefer), useful for common updates made on tickets.

Contents

Searching for Macros

Table sorting

By default the table is sorted alphabetically by the name. Once the table has loaded you're able to change the sort column by clicking the up/down arrows:

Filtering the table

It's possible to search for filters based on their name an description:

  1. Visit Settings -> Tickets -> Macros and click "Filter Results".
  2. Search terms:
    1. Name - It is possible to search for partial names. For example, you could find "Working On" by searching for "worki" or "ng on".
    2. Description - The macro description.
  3. The table will be filtered automatically as you enter search terms.

Creating or Updating a Macro

To create a new macro, or update an existing one, please follow the following steps.

  1. Visit Settings -> Tickets -> Macros. If you're creating a new macro click "Add Macro", or if you're updating an existing macro, search for it and click the edit (pencil) icon on the right side of the table row.
  2. Complete the input fields:
    1. Name - A unique name used to identify the macro.
    2. Description - A description of the macro.
    3. Macro Type - If the macro is manual or automatic. Manual macros require clicking in the ticket view to run, and can be run multiple times. Automatic macros can also be run manually, but can also be run by the system if the conditions (below) are true. There are two options for automatic macros, "New tickets only", where the macro is checked only when a new ticket is added, or "All tickets", where the macro is checked periodically by a scheduled task (See Scheduled Tasks) and will run if the conditions are true at that point in time. Macros can only run once automatically.
    4. Public - If the macro can be used by other operators.
    5. Operator Groups - You can limit the macro to only selected operator groups. Only applies if the public field is set to Yes, leaving this field blank will mean the macro is available to all operators.
    6. Macro Conditions - Used to limit the scope of the search criteria.
      1. Condition Groups - Condition groups are sets of search criteria. They can be combined using the adjacent drop-down menu using "All groups can be true" or "Any group can be true". A simple example of this roughly translated to English might be: "The ticket must be Open and have Critical priority" (group 1) OR "The ticket must be In Progress and have Critical priority" (group 2). This would match tickets that are either Open or In Progress and have Critical priority.
      2. Conditions - Conditions belong to condition groups and define the search criteria. You can select the condition item (for example "Ticket Status"), followed by the condition operator (for example "Equals"), followed by the condition value (for example "Open").
      For example, you may wish to create a macro which targets all tickets that were opened in the last 24 hours and still haven't been resolved:
      1. Click "Add Condition Group".
      2. Select "Hours since Created" from the first drop-down menu, followed by "Less than" and input "24" in the final input box.
      3. Click "Add Condition".
      4. Select "Ticket Status", followed by "Is", followed by "Open".
      5. Select "All conditions in group must be true", roughly translated to English: "The ticket must have been created less than 24 hours ago and have its status set to Open".
    7. Macro Actions - Used to define what actions should take place when the macro is run.
      For example, you may wish to create a macro which adds a note and assigns an operator to a ticket.
      1. Click "Add Action".
      2. Enter the text for the note in the textarea that appears.
      3. Click "Add Action".
      4. Select "Assign operator to ticket" in the drop-down menu that appears under "Action".
      5. Select the operator you wish to assign the ticket to in the following drop-down that appears under "Value".
  3. Click the "Submit" button.

Deleting a Macro

To delete a macro, follow the below steps:

  1. Visit Settings -> Tickets -> Macros
  2. Search for the macro you wish to delete (see Searching for Macros).
  3. Click the delete (cross) icon located on the right of the table.
  4. Click on the left button, "Yes, Delete Macro", that pops up confirming you would like to delete this macro and it will then be deleted.