Hey Mark,
Welcome to the forum! 
Recording macros is a very iffy proposition.
Sometimes they work, but very often you get all kinds of gunk you have to carefully clean them up. Recorded macros do not often manage to be efficient either, so knowing what you're doing is very helpful.
See this if you haven't already:
Getting Started with Keyboard Maestro and the Forum
What ticket system?
Can you provide a URL or a screenshot, so we can get a look at what you're up against?
This is the sort of thing where you have to either predictably drive the UI of the app you're working in – OR if you're using a web browser and KM supports it you can very likely drive it using one of the front-browser actions.
See this for starters:
-Chris