Hi
I configured this set up 4 months ago and things have been working fine. Someone from another dept had some configurations to better integrate with our Zoho system and now im having this issue. But I can say for certain it is related.
When choosing the macro it does not go to the correct folder anymore. I have toggled configurations for about 5 hours with no fix. I have attached some screenshots of my set up
I have attached the Macro name and Overview it was connecting to. Let me know if you need any other information
When im in my main overview box and send the ticket to MA Pending it goes to MA Outstanding. When I send it from the main overview box to MA Outstanding it goes to both overview boxes. For whatever reason it does not want to go to MA Pending unless I completely delete the MA Outstanding overview.
This looks like a duplicate of this thread:
Please clarify. If it is a duplicate, kindly refrain from posting several threads about the same topic. Your actions may be considered as spam.
This is a new question
I see, the similarity of screenshot’s just a coincidence then.
Do you have an idea of what the issue that I may be facing? Its ok to have to overviews with “Pending reminder” right? I had this working before so im not sure anymore
Ive tried multiple configurations and even have deleted the overviews and macros and its still the same issue
I’m struggling to understand what exactly you are trying to do, and what exactly is going wrong.
I am not sure what Overviews have to do with Macros. Perhaps you need to review the documentation before asking for help.
https://admin-docs.zammad.org/en/latest/manage/overviews.html
“You can provide overviews to your agents and customers. They can be used as a kind of worklist of tasks that the agent is supposed to work on.”
https://admin-docs.zammad.org/en/latest/manage/macros.html
" If you find yourself making the same changes to lots of tickets (e.g., close-and-tag-as-spam or reassign-to-another-group), you can store those changes in a macro for easy access:"
I can’t draw a correlation between the two items.
Arent these labels considered overviews?
And these considered macros?
My macros have the same name as my overview boxes. So when a ticket comes into the main box I send it over to the correct overview box by choosing the macro name
That’s a good way to use macros.
That doesn’t help clarify what your problem is. Which is why it is recommended that you read the documentation. As @MrGeneration already mentioned, you are using the wrong terminology and that is making it difficult to understand what you need help with.
The problem is now after working for 4 months the MA Pending macro pushes the ticket into the MA Outstanding overview. The MA Outstanding macro pushes the ticket in to both MA Outstanding and MA Pending overviews
I toggled a bunch of settings and cant figure the issue out. Thats why I included screenshots of my configuration to see if something was off.
Hi @Brian973. After reading your posts, I still don’t know what your issue is really about and what you would like to achieve.
Based on your screenshots:
A ticket is shown in overview “MA Pending” if a ticket is in state pending reminder, the group is set to Renewals and the pending till is within the next relative 7 days.
A ticket is shown in overview “MA Outstanding” if a ticket is in state pending reminder, the group is set to Renewals.
The macro “MA Pending” sets the state to pending reminder, updates the owner to the current agent and puts the pending till to one week from now on. This means the ticket is shown in both overviews.
The macro “MA Outstanding” sets the state to pending reminder, updates the owner to the current agent and puts the pending till to eight days from now on. This means the ticket is only shown in the “MA Outstanding” overview.
I tested it on my local machine and this works as described.
OK thanks for replying. How do I fix this? I only want it to go into the MA Pending overview, not both.
You will need to have a more narrow condition then. You can achieve this with objects or tags for example. I’m sure you’ll find a way.
Strange because everything was working as I needed it with this exact set up for 4 months. Then all of sudden im having problems. I will look into further configurations, thanks
