KNOWN ISSUE: Macros are not working in Quick Incidents

Article:TECH25682  |  Created: 2006-12-20  |  Updated: 2009-07-30  |  Article URL http://www.symantec.com/docs/TECH25682
NOTE: If you are experiencing this particular known issue, we recommend that you Subscribe to receive email notification each time this article is updated. Subscribers will be the first to learn about any releases, status changes, workarounds or decisions made.
Article Type
Technical Solution

Issue



Quick Incidents containing Helpdesk macros will either fail to work or will create an incident with the text of the macro instead of the desired macro result.


Environment



Helpdesk 6.x

Cause



Quick Incidents are unable to utilize Helpdesk macros.


Solution



Helpdesk was not coded to use Helpdesk macros within Quick Incidents. Macros were designed to be used within Helpdesk rules.

Workaround:
In the Quick Incident, set the Source field to some unique value such as "quick" that can be used as a trigger in an Incident Rule. Then, create an Incident Rule with the desired macro(s) and have it execute when "Source" is the same as "quick".


Supplemental Materials

SourceDEFECT
ValueABQ 4154
DescriptionLogged in abqdc01 (Altiris - Albuquerque) database

Legacy ID



31218


Article URL http://www.symantec.com/docs/TECH25682


Terms of use for this information are found in Legal Notices