KNOWN ISSUE: Macros are not working in Quick Incidents

Article:TECH25682

Created: 2006-12-20

Updated: 2009-07-31

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

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Article Type
Technical Solution

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Problem

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

Source	DEFECT
Value	ABQ 4154
Description	Logged in abqdc01 (Altiris - Albuquerque) database

Legacy ID

31218