Macros

In Tracker, macros are scripted algorithms that can be executed on the issue page. Use macros to automate routine actions. Macros run in one click, allowing you to change issue parameters, create typical commands.

Creating a macroCreating a macro

Each Tracker queue has its own set of macros. To create a new macro for the queue:

1. In the left panel, click Queues and select a queue.

2. In the top-right corner, click Queue settings.

3. On the left-hand panel, select Automation → Macros and click Create macro.

4. Set up the parameters for the new macro:

   • Macro name.
   • Message: Text of the message (comment) to be created when the macro is run. If you do not want your macro to create any messages, leave this field empty.
     You can insert issue field values into the message text. To do this, click Add variable and select one or more values. The Message field will show a sequence like {{issue.field_key}}.
   • Actions: Select the issue fields your macro will change and specify their new values.

5. Click Create.

Editing and deleting macrosEditing and deleting macros

1. In the left panel, click Queues and select a queue.

2. In the top-right corner, click Queue settings.

3. On the left-hand panel, select Automation → Macros and hover over the macro you need.

4. To edit the macro, click .
   To delete the macro, click .

Running a macroRunning a macro

We can use macros to change issue parameters, create comments,. Any user who has access to changing the issue can run a macro on it.

To execute the macro:

1. Open the issue page.

2. Go to the comment field.

3. Click Macros and select a macro from the drop-down list.
   You can select multiple macros at the same time. If the macros affect the same parameter, the last selected macro will be applied to the parameter.

4. To execute the macro, click Run.

Example of a macroExample of a macro

Let's say a member of the first line of support wants to transfer a user request in Tracker to the second line of support. Let's set up a macro that will execute this action:

1. Open the queue.

2. In the Macros section, click Create macro.

3. Name the macro.

4. Write the text of a message to be added to a comment in the issue. You can add issue fields by clicking Add variable.

5. To make sure that the macro assigns the issue to a specific Line 2 support engineer, select the System → Assignee field under Actions and specify the name of the employee.

6. If you want your macro to change the issue status, go to Actions, choose System → Status, and set it to Support line 2.

   If the list of values doesn't include a proper status, set up the workflow.

   

7. Save the macro.

To execute the created macro:

1. Open the issue page.

2. Go to the comment field.

3. Click Macros and select a macro from the drop-down list.

4. Click Run. The issue will be forwarded to Tier 2 support.