I’ve created a macro which changes a tickets status to “postponed for one hour” and creates an internal message “called the customer, did not reach him” and set the option “New Menu” to location “view request”. So I can call this macro from the actions-menu and it works fine.
Now I tried to set this macro to the EditEntity Menu of the screen View Ticket. I created a new line in the Button section with the following parameters:
Label: “not reached”
Icon URL: nothing
(where 201 is the ID of my macro)
Append ID: true
Now I can click on the label “not reached” in the ViewTicket screen. Unfortunately the result is, that the ticket isn’t changed and the screen comes back with the message “Error: the request does not exist.”. The URL in the browser is set to: “https://online.superoffice.com/CustXXXXX/CS/scripts/ticket.fcgi?_sf=0&action=listTicket&ticketId=“
What is going wrong in this scenario?