Why is my macro placeholder blank in a custom ticket field?

Question

Why is my macro placeholder blank for a custom ticket field even though the field has a value and the correct field ID?

Answer

The macro placeholder may appear blank due to one or more of these reasons:

The placeholder syntax is incorrect.

The field ID does not match the custom ticket field.

The placeholder has spaces instead of underscores.

The field type does not support placeholders in macros.

To fix this

Check that the placeholder follows the correct format. Suggested options should appear as you type it into the macro action.

Type underscores instead of spaces.

Confirm that the ticket field ID matches the custom field.

Make sure the field type supports placeholders in macros.

For a complete list of available placeholders, see the article: Placeholder reference for business rules.