Re: macro.execute call.child when escalating interaction (234 Views)
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Regular Advisor
Greg_Shrout
Posts: 141
Registered: ‎11-05-2008
Message 1 of 10 (234 Views)
Accepted Solution

macro.execute call.child when escalating interaction

When I escalate an interaction to an incident, I'm getting the following error:
Unrecoverable error in application: macro.runner on panel macro.evaluate
Unrecoverable error in application: macro.execute on panel call.call.child while running macro id 150

Macro 150 is just to start assignment clock, and it appears to be out of box. Must be something else. Any ideas?
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Trusted Contributor
KyleParker
Posts: 83
Registered: ‎03-04-2010
Message 2 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

I would change that macro condition to false and see if you still get the error afterwards.
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Honored Contributor
John Stagaman
Posts: 3,268
Registered: ‎07-13-2007
Message 3 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

I am shocked--truly shocked--that there might be a problem with something in the out-of-box system.

Now, for reality: just because macro 150 is an out-of-box macro, it's entire possible that some change made to the escalation process via tailoring could interfere with its function. I'd second the previous recommendation of testing to see what happens if you false out the macro.

Additionally, have you made any changes to the OOB system related to the initial assignment group population in the Escalation wizard?
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Regular Advisor
Greg_Shrout
Posts: 141
Registered: ‎11-05-2008
Message 4 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

Here is the macro condition: not same(assignment in $L.new, assignment in $L.old)
Part of my challenge is learning to read the syntax. How is this read?
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Trusted Contributor
KyleParker
Posts: 83
Registered: ‎03-04-2010
Message 5 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

that is saying run the macro if the assignment field in the old form is not the same as the assignment field in the new version of the form.
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Trusted Contributor
KyleParker
Posts: 83
Registered: ‎03-04-2010
Message 6 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

so if you open an incident where the assignment is "Service Desk" and change it to "Applications" then hit save... the value of assignment in $L.old is Service Desk and $L.new is Applications. Those would not be the same thus the macro would run.
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Regular Advisor
Greg_Shrout
Posts: 141
Registered: ‎11-05-2008
Message 7 of 10 (233 Views)

Re: macro.execute call.child when escalating interaction

Macro 150 did this: Start Assignment Clock; when Incidents are saved; Start A Clock; not same(assignment in $L.new, assignment in $L.old)
I couldn't just copy it, because then the copy ran and I got the same error. So I did a screenshot and then deleted the macro.
This time when I created the interaction and escalated it, the macro did not run and I did not get the Unrecoverable error message.
That's what we want, but long term, what will the negative effects be?
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Trusted Contributor
KyleParker
Posts: 83
Registered: ‎03-04-2010
Message 8 of 10 (234 Views)

Re: macro.execute call.child when escalating interaction

This clock is what is used to track call times. As far as I know this will only effect reporting. I dont use any clocks so someone else may have a better answer.
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Honored Contributor
John Stagaman
Posts: 3,268
Registered: ‎07-13-2007
Message 9 of 10 (235 Views)

Re: macro.execute call.child when escalating interaction

The expression is invalid at Incident open.

At the initial opening of an Incident, there is no $L.old. The error is caused by the condition attempting to reference a variable in $L.old.

You need to update the condition as follows:
status in $L.new="open" or not same(assignment in $L.new, assignment in $L.old)
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Regular Advisor
Greg_Shrout
Posts: 141
Registered: ‎11-05-2008
Message 10 of 10 (234 Views)

Re: macro.execute call.child when escalating interaction

After trying that, I was still getting errors, so I thought maybe I was missing a capital letter or perhaps the parameters were not right. I looked at some of the other OOB macros. This what I settled on, and it tests without producing the error:
For condition:
problem.status in $L.new~="Closed" or not same(assignment in $L.new, assignment in $L.old)
In Macro parameters for Name, choose evaluating expression:
$L.name=assignment in $L.new
Long term, do you think this is the answer?
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