Allow multiple actions per attribute in macros

Feature requests
1

  1. What is your original issue/pain point you want to solve?
    We are using tags to organize the workload and workflows in our IT helpdesk.
    The macro function is heavily used to allow one-click workflows/automation.

  2. Which are one or two concrete situations where this problem hurts the most?
    Moving a ticket based on tag combinations:
    You always have to remember which tags you have to add or remove.

  3. Why is it not solvable with the Zammad standard?
    Changing the tags of a ticket with a macro is only partial possible.
    You could either add new tags OR remove tags.
    It is not possible to remove some tags and add others instead / at the same time.

  4. What is your expectation/what do you want to achieve?
    Allow multiple actions on the same attribute in macros.

Your Zammad environment:

  • Average concurrent agent count: 10
  • Average tickets a day: 30
  • What roles/people are involved: Agent, Admin

Anything else which you think is useful to understand your use case:

There is already a closed (due to inactivity) feature request for it:
Search for " Macro: ADD and REMOVE Tags in same Macro"

2

Closed threads can still be voted on unless they’re in the “won’t implement” category. Duplicate threads usually don’t exactly help with overview and seeing that the demand is there.