My macro isn't applying to my ticket

Issue symptoms

I see my macro applied to the ticket. However, action updates are missing on the ticket.

Resolution steps

There are multiple reasons why a macro might not apply to a ticket:

If users applying the macro don't have permission to make the change made by the macro, then the action won't occur. Check the role permissions of your user.

If the action sets a ticket field, the ticket field must be present on the active ticket form, otherwise, the ticket field won't be set.

If users apply a macro and refresh the page before clicking the Submit as... button, the actions won't be saved, even though comment text may persist.

If users apply a macro, then manually revert changes made by the macro, or apply another macro that performs a contradicting action, the initial macro actions may appear not to have been made.

Triggers or automations interfering with the ticket update are causing tag collisions. Ensure this behavior isn't happening.

For more information, see these articles:

Using macros to update tickets

Viewing all events for ticket updates