Example of a macro

Closing an issue and notifying the user

Let's say the support team is processing user requests in Tracker. Once your work under the request is completed, you need to close the issue and notify the user that their request has been resolved. Let's set up a macro that will execute these actions:

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

2. In the top right corner of the queue page, click  Queue settings.

3. Select Automation in the left-hand panel.

4. In the top right corner, click Create → Macro.

5. Name the macro.

6. Write the text of your comment. You can add issue parameters to your message by clicking  Variables.

7. If you want your macro to close issues, go to Change field value and choose Status → Set value → Closed.

   

8. Click Create macro.

To execute the created macro:

1. Open any issue in the queue where you created the macro.

2. Click  Macros in the comment box and choose a name for your macro.

3. Click Run. This adds a comment and the issue status changes to Closed.