Parser only works with ?_t=parser - Kayako

nicmar · **Parser only works with ?_t=parser -** 02-07-2008, 09:26 AM

I have setup a cron job to run every 5 minutes, calling this URL:
http://www.site.com/support/cron/index.php

No mail parsing is being done.. no POP/IMAP-fetching in the task log.

But when I changed the cron job to this:
http://www.site.com/support/cron/index.php?_t=parser

It works just fine, and fetches new email every 5 minutes.
Why?

Is there any drawbacks to using only this, or should I set up another cron to run the "normal" cron-job, like every 10 minutes?

supportskins · 02-07-2008, 09:44 AM

Make sure you have enabled the "POP3/IMAP Fetching" task in the Task list (it is not enabled by default). If it is not enabled then the software will not fetch emails if you call the URL cron/index.php

nicmar · 02-07-2008, 09:54 AM

Yes, it's enabled. I also tried to lower the time to 5 minutes to make it fetch more often, but it just never fetches unless i call it with the specific cron-url to parse.

supportskins · 02-07-2008, 12:23 PM

Might be a bug. Contact Kayako Support from https://members.kayako.net/.

netaddict · 06-07-2008, 08:32 AM

You actually need to use http://www.site.com/support/cron/index.php?_t=parser as a cron job as well as http://www.site.com/support/cron/index.php is my understanding.

This is a documentation bug according to Kayako and despite many requests to have the doco fixed no one seems to be listening

craigbrass · 06-07-2008, 09:04 AM

Your not supposed to need to. Adding index.php?_t=task_name is supposed to run just that task where as index.php is to run all the ones enabled in Admin CP -> Scheduled Tasks -> Manage. If this isn't the case, you need to contact support as Hiren said above.

netaddict · 06-07-2008, 09:16 AM

Despite a few chats and tickets over time you do need to. Also need to do one for SLA's/escalations as well. Kayako have admitted its a documentation bug.

**Jamie Edwards** · 06-07-2008, 10:51 AM

Quote:

Originally Posted by netaddict

Despite a few chats and tickets over time you do need to. Also need to do one for SLA's/escalations as well. Kayako have admitted its a documentation bug.

This will be updated this weekend, apologies for the delay

sergioag · 06-07-2008, 10:32 PM

I actually had a bug like this before. I was running the cron every 10 minutes, but for some reason the mail parser wasn't being executed. I then made the cron run every minute and magically it worked as charm (at least regarding the mail parser).

robhob · 17-07-2008, 11:07 AM

I've recently installed eSupport and it's been working beautifully. Yesterday I added the "Export to Excel" mod which necessitated installing PEAR. It's seems that since then the mail parser has stopped working. I've managed to manually run the parser by running the .../cron/index.php?_t=parser from my browser and that get's the mail downloaded. I'm using esupport.3.20.02.stable.zendopen on a Windows 2000 server using IIS. I've check the scheduled tasks and everything else runs except the POP3/IMAP fetching. I've got the latest version of the installation manual which didn't require a 2nd Windows scheduled task to run the _t=parser so I only have the .../cron/index.php one setup. Must I add the 2nd one? Why did the system work though without it?

Many thanks

Rob

supportskins · 17-07-2008, 11:37 AM

Yes add the second one.

robhob · 17-07-2008, 11:47 AM

Looks like I've found the problem. I reset the permissions on the eSupport folders on my web server. They must have changed when I applied the "Export to Excel" mod. I needed to "Reset permissions on all child objects" in the advanced options of the security tab. The "POP3/IMAP fetching" now runs every 10 minutes!

Have a good one.

Rob

robhob · 17-07-2008, 11:49 AM

Thanks supportskins, I let it run for a while and if it stops working I'll add the 2nd one. Given that it seems to be working fine now, do you still recommend I add the 2nd one?

supportskins · 17-07-2008, 02:05 PM

Ah check if a parserlock file exist in the files directory. That could have stopped email fetching.

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nicmar Offline New Member Posts: 9 Join Date: Apr 2008	02-07-2008, 09:54 AM Yes, it's enabled. I also tried to lower the time to 5 minutes to make it fetch more often, but it just never fetches unless i call it with the specific cron-url to parse.

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	02-07-2008, 12:23 PM Might be a bug. Contact Kayako Support from https://members.kayako.net/. 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/

netaddict Offline Member Posts: 95 Join Date: Mar 2008 Location: Adelaide, Australia	06-07-2008, 08:32 AM You actually need to use http://www.site.com/support/cron/index.php?_t=parser as a cron job as well as http://www.site.com/support/cron/index.php is my understanding. This is a documentation bug according to Kayako and despite many requests to have the doco fixed no one seems to be listening

netaddict Offline Member Posts: 95 Join Date: Mar 2008 Location: Adelaide, Australia	06-07-2008, 09:16 AM Despite a few chats and tickets over time you do need to. Also need to do one for SLA's/escalations as well. Kayako have admitted its a documentation bug.

sergioag Offline New Member Posts: 8 Join Date: Oct 2007 Location: Lima-Peru	06-07-2008, 10:32 PM I actually had a bug like this before. I was running the cron every 10 minutes, but for some reason the mail parser wasn't being executed. I then made the cron run every minute and magically it worked as charm (at least regarding the mail parser).

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	17-07-2008, 11:37 AM Yes add the second one. 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/

robhob Offline New Member Posts: 20 Join Date: Jul 2008 Location: South Africa	17-07-2008, 11:47 AM Looks like I've found the problem. I reset the permissions on the eSupport folders on my web server. They must have changed when I applied the "Export to Excel" mod. I needed to "Reset permissions on all child objects" in the advanced options of the security tab. The "POP3/IMAP fetching" now runs every 10 minutes! Have a good one. Rob

robhob Offline New Member Posts: 20 Join Date: Jul 2008 Location: South Africa	17-07-2008, 11:49 AM Thanks supportskins, I let it run for a while and if it stops working I'll add the 2nd one. Given that it seems to be working fine now, do you still recommend I add the 2nd one?

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	17-07-2008, 02:05 PM Ah check if a parserlock file exist in the files directory. That could have stopped email fetching. 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/