We would like the ability to show different macros based on the category assigned to a ticket, similar to how core workflows work. While we know macros can be made conditional for groups, our customer support team handles a wide variety of issues, and each type requires its own custom steps. Showing all macros at once would be confusing, as many of them are very specific.
We would be glad to receive any tips for workarounds, helpful packages, or suggestions that could help solve this problem.
This would be incredibly useful - Right now Macros are completely useless for us, as they would bypass all of the triggers/workflows we have in place to enforce a sensible ticket lifespan.
Hi, I hope you found a solution since you posted, but in case anyone lands here:
If you don’t need a large number of different cases, a dirty workaround is to:
Create a hidden boolean ticket field “Run macro”
Create a macro that just sets the hidden ticket field to True
Create as many triggers as you need to run when “Run macro” is True AND some other condition
For example :
One trigger : if “Run macro” is True AND Ticket Title contains “[URGENT]” then set priority to high and set “Run macro” to False
Another Trigger if “Run macro” is True AND Ticket Title does not contain “[URGENT]” then set priority to Low and set “Run macro” to False
As mentioned, this is dirty AND a workaround, not a solution. I wouldn’t recommend using this on a large scale. The two main drawbacks are : it adds a useless field to your database, and the macro has the same name for different uses.
I also support this feature request which would be quite useful to us.