Escalations don't occur

[supportskins]

The cron should be set to execute the file http://support.sioraone.com/cron/index.php without the question mark.

[Siora]

Originally Posted by supportskins

The cron should be set to execute the file http://mysupportsite.com/cron/index.php without the question mark.

I knew I was doing something wrong....cool. Let me try that. i will report my findings. Thanks.

[Siora]

Originally Posted by Jamie Edwards

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


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

I don't see any pics in the window.

Originally Posted by supportskins

The cron should be set to execute the file http://support.sioraone.com/cron/index.php without the question mark.

I just tried this and it did not execute my escalation. So let me understand this better. Does this url activate the kayako task scheduler or does it force the tasks to occur when you activate it? After executing this URL am I supposed to wait some time before the escalation/parser occurs?

[Jamie Edwards]

Hi Siora,

You don't see the .gif, but it is there (just something to load).

What this does is run the scheduler, which checks to see if any tasks is due for execution. It will then execute the ones that are due.

[Siora]

Originally Posted by Jamie Edwards

Hi Siora,

You don't see the .gif, but it is there (just something to load).

What this does is run the scheduler, which checks to see if any tasks is due for execution. It will then execute the ones that are due.

EDIT: This cron URL does not run the parser either. Not sure what it does. I think the URL is incorrect. Right now I'm running it manually via web interface because I don't have direct access to my server. Is this why?

So that means I would have to wait for the escalation to occur? This is not good because according the the task schedule escalations are to occur every 30min but if you are running an IT company you need to have things escalated from one department to another as soon as it hits overdue. Is there a way to get the overdue tickets escalated instantly after the ticket becomes overdue?

[Siora]

Is there a cron URL that runs the escalations specifically? The parser cron works great cause it causes the emails to be parsed immediately after it is run but is there a similar one for escalations?

[Siora]

Thanks to Kayako's fine support team they told me that the escalation URL is:

http://mysupportsite.com/cron/index.php?_t=tickets

That resolved my problem.

[barroba]

Remember that to set the chron job in linux, for instance in Plesk or Virtuozzo, you should run:

wget -O/dev/null http://www.mydomain.com/support_install/cron/index.php

You can see more instructions in the user manual located at:
http://docs.kayako.net/supportsuite/...Manual_PDF.pdf

Cheers,
Barroba

[mopa]

Im running this from my windows 2003:
c:\wget\wget.exe http://localhost/cron/index.php?_t=parser
(i have also tried http://localhost/cron/index.php)

I have set an Escalations to only change the priority to "Follow UP" on tickets older than 24 hours when the status is "Open".

But nothing happens.

I can see that the test-ticket has the SLA: New Tickets that I made. It is overdue and the last activity was 1d0h36m.

I even tried to run the Ticket Module Actions (Escalations, Cleanup etc) from scheduled tasks, but still no change on the priority.

Does anyone have an idea of why nothing is working?

[Siora]

Try running this URL:

http://mysupportsite.com/cron/index.php?_t=tickets

[markh]

Unfortunately I'm experiencing the same problem, and as far as I can tell I have all my SLA/escalation plans set up and http://mydomain.com/cron/index.php is being executed correctly. I can see from the automation log that all the tasks are being run and other processes such as mail fetching are working correctly. Except overdue tickets are not changing status as per my escalation rule.

I also ran http://mydomain.com/cron/index.php?_t=tickets and got the following message:

Array ( [0] => 4 ) Array ( [0] => 4 [1] => 5 ) Escalating Ticket: 420
Escalating: 420
Escalating Ticket: 427
Escalating: 427

Despite that, the tickets that were overdue still have not escalated.

I have lodged a support ticket and I know they're looking at it for my case, they have a few test tickets they've made so just waiting to hear what they find out.

[PeteV]

Alright, but how do I cron the escalation script with hosted eSupport? Is this already set-up properly? I have Alerts assigned to escalations. Therefore, escalations should not only occur when someone is logged in.

[craigbrass]

It should of been automatically setup on the hosted platform.

[Jamie Edwards]

Originally Posted by PeteV

Alright, but how do I cron the escalation script with hosted eSupport? Is this already set-up properly? I have Alerts assigned to escalations. Therefore, escalations should not only occur when someone is logged in.

Crons are created on request - please submit a support ticket to have one set up.

Thanks,

[PeteV]

I agree. I expected all of the cron jobs to be set-up on the hosted eSupport. If it's an oversight -- no problem. If it's policy -- bad.