Skip to content
Welcome to our Knowledge Base
Categories
Table of Contents

Customizing the Macro used by a Scheduling or Ticket Routing Recipe

Macros provide a powerful, and flexible, way for Rocketship to interact with PSAs such as Autotask, while providing you as the user the ability to fine-tune how Rocketship adapts to your business processes. Out-of-the-box, Rocketship is configured with pre-set macros that are mapped to most Rocketship actions. You can fine-tune this further by creating custom macros and mapping those at a rule-level within activities.

Let’s walk through an example.

Let’s say that in addition to the Default Ticket Routing recipe, you have a second Ticket Routing recipe for Alerts. You need this because you’ve outsourced your Alerts management to a 3rd party, and you want a special ticket status to be set when a ticket is escalated to them. For all other Ticket Routing recipes, including the Default, you want a default ticket status of Escalated to be set. But for the Alerts recipe, you want it to be Waiting Subcontractor.

The solution to this is simple:

Create a Custom Macro

Create a custom macro named “Escalation Success for Alerts Tickets”. It should update ticket status to Waiting Subcontractor:

Customizing the Macro used by a Scheduling or Ticket Routing Recipe › Giant Rocketship | Autotask
New macro to set ticket status to Waiting Subcontractor

Create Alerts Recipe

Create the Ticket Routing recipe as you normally would and name it Alerts. The only change is that you will set Ticket Queue to match “Monitoring Alert”.

Customize Macro

Before saving, scroll down to the bottom and choose your custom macro for Success:

Customizing the Macro used by a Scheduling or Ticket Routing Recipe › Giant Rocketship | Autotask
When an escalation is successful in this specific recipe, execute this macro.

Your final recipe will look as follow. It will behave like all other recipes, except it won’t use the default macro for success. Instead, it will use this custom macro.

Customizing the Macro used by a Scheduling or Ticket Routing Recipe › Giant Rocketship | Autotask
Our final recipe.

UPCOMING DECEMBER WEBINAR ON AUTOTASK KANBAN

In this webinar, Dustin Puryear, Autotask expert and MSP industry veteran, will show you how to set up Kanban boards in Autotask, integrate them with your workflow rules, and how to get the most out of them.

Share via
Copy link
Powered by Social Snap