Escalation task (not running) - Kayako

avirapen · **Escalation task (not running) -** 09-11-2007, 06:35 PM

I have a rule that says if a ticket reaches overdue status, it is moved to a ticket status/queue called 'Escalated'.

This doesn't happen with any overdue tickets even if I force a bunch of them into Overdue.

I just increased the escalation job to run more frequently, and it says it ran, but no go.... is there something I am missing?

supportskins · 10-11-2007, 08:23 AM

Make sure you have set the cron/task scheduler on your server correctly to execute the URL http://www.yourdomain.com/path_to_su...cron/index.php on regular basis.

Mahesh Slaria · 12-11-2007, 05:50 AM

Quote:

Originally Posted by avirapen

I have a rule that says if a ticket reaches overdue status, it is moved to a ticket status/queue called 'Escalated'.

This doesn't happen with any overdue tickets even if I force a bunch of them into Overdue.

I just increased the escalation job to run more frequently, and it says it ran, but no go.... is there something I am missing?

Which version you are using? I think there was bug in our 3.11.01 Stable build and fixed in CVS.

If you are getting this issue with 3.11.01 Stable then email me at mahesh.slaria AT kayako.com to get patch file to fix this.

Regards,

avirapen · 12-11-2007, 03:12 PM

Quote:

Originally Posted by Mahesh Slaria

Quote:

Originally Posted by avirapen

I have a rule that says if a ticket reaches overdue status, it is moved to a ticket status/queue called 'Escalated'.

This doesn't happen with any overdue tickets even if I force a bunch of them into Overdue.

I just increased the escalation job to run more frequently, and it says it ran, but no go.... is there something I am missing?

Which version you are using? I think there was bug in our 3.11.01 Stable build and fixed in CVS.

If you are getting this issue with 3.11.01 Stable then email me at mahesh.slaria AT kayako.com to get patch file to fix this.

Regards,

Email sent...

one thing I did do is modify the default 10 minute value in the database to be "1" minute. I believe our sysadmin did setup the cron correctly, as he was showing me a log (which can be displayed via http also) that showed which tickets the job just ran on... but, nothing happens.

supportskins · 12-11-2007, 07:28 PM

Ah I see. You are using the pseudo cron which is executed everything you login into the helpdesk Admin/Staff CP. Besides this, you also need to set a cron/task scheduler to execute the URL http://www.yourdomain.com/path_to_su...cron/index.php on regular basis.

avirapen · 13-11-2007, 09:25 PM

Quote:

Originally Posted by Mahesh Slaria

Quote:

Originally Posted by avirapen

I have a rule that says if a ticket reaches overdue status, it is moved to a ticket status/queue called 'Escalated'.

This doesn't happen with any overdue tickets even if I force a bunch of them into Overdue.

I just increased the escalation job to run more frequently, and it says it ran, but no go.... is there something I am missing?

Which version you are using? I think there was bug in our 3.11.01 Stable build and fixed in CVS.

If you are getting this issue with 3.11.01 Stable then email me at mahesh.slaria AT kayako.com to get patch file to fix this.

Regards,

The patch sent to me by Mahesh worked, and I also removed the t=parser off of the index.php? for the Cron, and the job is running regularly again. Thanks for all your quick and very useful help. This forum is an excellent Support tool.

WarCow · 09-12-2007, 04:00 PM

Hi,

could anyone send me the patch too? Or just say what lines I have to changes in the code.

**Jamie Edwards** · 09-12-2007, 04:05 PM

Hi WarCow,

Please e-mail me at the address in my signature and I will send you the patch file.

Thanks,

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avirapen Offline New Member Posts: 9 Join Date: Nov 2007	Escalation task (not running) - 09-11-2007, 06:35 PM I have a rule that says if a ticket reaches overdue status, it is moved to a ticket status/queue called 'Escalated'. This doesn't happen with any overdue tickets even if I force a bunch of them into Overdue. I just increased the escalation job to run more frequently, and it says it ran, but no go.... is there something I am missing?

WarCow Offline New Member Posts: 2 Join Date: Dec 2007	09-12-2007, 04:00 PM Hi, could anyone send me the patch too? Or just say what lines I have to changes in the code.