Escalations don't occur

Siora · **Escalations don't occur -** 27-04-2007, 01:22 AM

I have set up an escalation process such that a ticket goes overdue in one hour and then is supposed to change departments and owner once it becomes overdue. However, the ticket does not escalate as it is supposed to. It sometimes take anywhere between 3-24 hours for the ticket to escalate. I noticed that the escalation occurs when the scheduled task occurs. If this is correct, how can we change how often the escalation task occurs?

supportskins · 27-04-2007, 08:54 AM

Set a cron/schedule task on your server to execute the file http://www.domain.com/path_to_support/cron/index.php on regular basis. Once set correct escalations will be executed correctly.

Siora · 28-04-2007, 01:11 AM

I just noticed that my tickets remained "overdue" for almost 24 hours and did not escalate. So what I did was log in as the admin and checked the task log. As soon as I did that it activated the escalation task and then I noticed that the tickets escalated. This seems to be a bug. Can anyone confirm?

supportskins · 28-04-2007, 08:59 AM

No this is not a bug, everytime you log into the Admin CP or the Staff CP the software executes a pseudo cron which executes all the task activated under the Task Manager. This is why all tickets are escalated as soon as you login. To make this process automated you need to set a cron on your server, if on Linux or the Task Scheduler on your Windows server to execute the file http://www.domain.com/path_to_support/cron/index.php on regular basis

Siora · 28-04-2007, 07:49 PM

Quote:

Originally Posted by supportskins

No this is not a bug, everytime you log into the Admin CP or the Staff CP the software executes a pseudo cron which executes all the task activated under the Task Manager. This is why all tickets are escalated as soon as you login. To make this process automated you need to set a cron on your server, if on Linux or the Task Scheduler on your Windows server to execute the file http://www.domain.com/path_to_support/cron/index.php on regular basis

Excellent, I will give this a shot and let you know. Thanks for your help.

supportskins · 29-04-2007, 08:51 AM

No problem

richm · 30-04-2007, 02:52 PM

Question,

So do this mean that my regular email task (cron) with wget.exe causes the cron for escalations to run?

D:\eSupportMailProcessing\wget.exe -O nul -a wgetEsupportLog --no-check-certificate "https://support.ourdomain.com/cron/index.php?_t=parser"

It seems like it would cause the cron to run, but I don't want to assume...

Thanks,

Rich

**Jamie Edwards** · 30-04-2007, 04:14 PM

If you set your cron job to execute index.php only, all cron tasks (that are due for execution) should be scheduled.

Siora · 01-05-2007, 09:20 PM

So would this http://support.sioraone.com/cron/index.php? activate my pop3 parser as well as my escalations?

Currently I have this:

http://support.sioraone.com/cron/index.php?_t=parser

**Jamie Edwards** · 01-05-2007, 10:31 PM

Hi Siora,

http://support.sioraone.com/cron/index.php?

That is correct according to my testing

Siora · 01-05-2007, 11:02 PM

Quote:

Originally Posted by Jamie Edwards

Hi Siora,

http://support.sioraone.com/cron/index.php?

That is correct according to my testing

I just tested that but it doesn't parse my emails, it does however perform the escalations.

**Jamie Edwards** · 01-05-2007, 11:34 PM

Hi Siora,

It should initiate the POP3/IMAP fetching. Have you made sure to enable the fetching task under Scheduled Tasks?

Siora · 02-05-2007, 11:51 AM

Quote:

Originally Posted by Jamie Edwards

Hi Siora,

It should initiate the POP3/IMAP fetching. Have you made sure to enable the fetching task under Scheduled Tasks?

Ummmm...how do I do that? When I go into the admin CP and look under scheduled tasks I see pop3/imap fetching there. Is this what you mean?

Is there a way to change the schedule for these? For example change some of the tasks to occur in 1 minute increments?

Siora · 02-05-2007, 12:34 PM

If I run this manually in my web browser:
http://support.sioraone.com/cron/index.php?
Is there supposed to be a message that shows up?

When I run:
http://support.sioraone.com/cron/index.php?_t=parser
I can see how many messages were accepted/rejected etc... but see nothing when I try the first link. Maybe thats why its not working...is that the correct link?

**Jamie Edwards** · 02-05-2007, 01:01 PM

Quote:

Originally Posted by Siora

Ummmm...how do I do that? When I go into the admin CP and look under scheduled tasks I see pop3/imap fetching there. Is this what you mean?

Is there a way to change the schedule for these? For example change some of the tasks to occur in 1 minute increments?

There is no way to change the schedule, and if a task is disabled you will see an "Enable" button next to it.

Quote:

If I run this manually in my web browser:
http://support.sioraone.com/cron/index.php?
Is there supposed to be a message that shows up?

No, nothing should show up by my testing (just a 1x1 gif).

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Siora Offline Member Posts: 1,284 Join Date: Apr 2007 Location: Toronto Canada	28-04-2007, 01:11 AM I just noticed that my tickets remained "overdue" for almost 24 hours and did not escalate. So what I did was log in as the admin and checked the task log. As soon as I did that it activated the escalation task and then I noticed that the tickets escalated. This seems to be a bug. Can anyone confirm?

supportskins Offline Senior Member Posts: 3,529 Join Date: Aug 2006 Location: Mumbai, India	29-04-2007, 08:51 AM No problem 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/

Siora Offline Member Posts: 1,284 Join Date: Apr 2007 Location: Toronto Canada	01-05-2007, 09:20 PM So would this http://support.sioraone.com/cron/index.php? activate my pop3 parser as well as my escalations? Currently I have this: http://support.sioraone.com/cron/index.php?_t=parser

Siora Offline Member Posts: 1,284 Join Date: Apr 2007 Location: Toronto Canada	02-05-2007, 12:34 PM If I run this manually in my web browser: http://support.sioraone.com/cron/index.php? Is there supposed to be a message that shows up? When I run: http://support.sioraone.com/cron/index.php?_t=parser I can see how many messages were accepted/rejected etc... but see nothing when I try the first link. Maybe thats why its not working...is that the correct link?