Auto closing tickets

Alex H · **Auto closing tickets -** 15-04-2008, 10:28 AM

Hi I have the Autoclose feature switched on, with settings of 120 and 24 hours.

However, I see that i have a number of tickets still in the queue, marked as open and which are 10 days old.

Can someone tell me if I am doing something wrong.

Tks

Alex

craigbrass · 15-04-2008, 10:43 AM

Do you have a cron setup?

Alex H · 15-04-2008, 10:51 AM

I have a cron set up with a third party and which pulls the POP emails into the tickets

A

supportskins · 15-04-2008, 12:35 PM

Is your cron set to index.php?_t=parser or just index.php?

Alex H · 15-04-2008, 01:16 PM

Hi
index.php?_t=parser

Alex

craigbrass · 15-04-2008, 01:33 PM

Set it to index.php

Alex H · 15-04-2008, 01:44 PM

Ah, but when I set it to just index.php, the parser didn't work - do I need to set up a second cron?
A

supportskins · 15-04-2008, 04:06 PM

Make sure you have enabled the option "POP3/IMAP Fetching" under Scheduled Tasks option of the software under:
Admin CP > Scheduled Tasks > Manage

Alex H · 15-04-2008, 06:12 PM

When this is enabled, should I not need the '?_t=parser ' part on the cron command?
A

craigbrass · 15-04-2008, 06:15 PM

Yes, that is correct.

Alex H · 17-04-2008, 10:25 AM

Ummm, still not working I have removed the '?_t=parser ' from the cron and the cron has executed but I still have tickets open beyond the set number of hours

A

supportskins · 17-04-2008, 06:05 PM

Create a ticket with Kayako support from https://members.kayako.net. Seems like a misconfiguration issue.

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Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	Auto closing tickets - 15-04-2008, 10:28 AM Hi I have the Autoclose feature switched on, with settings of 120 and 24 hours. However, I see that i have a number of tickets still in the queue, marked as open and which are 10 days old. Can someone tell me if I am doing something wrong. Tks Alex When you have eliminated the impossible, whatever remains, however improbably, must be the truth

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	15-04-2008, 10:43 AM Do you have a cron setup? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	15-04-2008, 10:51 AM I have a cron set up with a third party and which pulls the POP emails into the tickets A When you have eliminated the impossible, whatever remains, however improbably, must be the truth

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	15-04-2008, 12:35 PM Is your cron set to index.php?_t=parser or just index.php? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	15-04-2008, 01:16 PM Hi index.php?_t=parser Alex When you have eliminated the impossible, whatever remains, however improbably, must be the truth

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	15-04-2008, 01:33 PM Set it to index.php Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	15-04-2008, 01:44 PM Ah, but when I set it to just index.php, the parser didn't work - do I need to set up a second cron? A When you have eliminated the impossible, whatever remains, however improbably, must be the truth

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	15-04-2008, 04:06 PM Make sure you have enabled the option "POP3/IMAP Fetching" under Scheduled Tasks option of the software under: Admin CP > Scheduled Tasks > Manage Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	15-04-2008, 06:12 PM When this is enabled, should I not need the '?_t=parser ' part on the cron command? A When you have eliminated the impossible, whatever remains, however improbably, must be the truth

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	15-04-2008, 06:15 PM Yes, that is correct. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Alex H Offline Member Posts: 129 Join Date: Aug 2004 Location: Devon UK	17-04-2008, 10:25 AM Ummm, still not working I have removed the '?_t=parser ' from the cron and the cron has executed but I still have tickets open beyond the set number of hours A When you have eliminated the impossible, whatever remains, however improbably, must be the truth

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	17-04-2008, 06:05 PM Create a ticket with Kayako support from https://members.kayako.net. Seems like a misconfiguration issue. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/