Schedule for imap mail delivery + Pseudo cron

[Jamie Edwards]

Hi mbalsam,

We are very capable of taking criticism and we have over the years responded effectively to it.

I missed that you are a hosted client, but nonetheless the reason I gave stands. We will look to documenting this or implementing a CRON job for each hosted account upon setup.

I never took your criticism as anything other than constructive. Craig did answer your question, and I simply added our reasoning for not executing the CRON check ("do I need to execute?") on every single action and click, which is wholly inefficient in the majority of setups.

However, to cater for those who do want the CRON system to execute on each action and would not be consider it an inefficiency, we have offered a method for and clear documentation to setup a server-side CRON job to make the executions more regular; even when no one is logged into your system.

I will ask again, is this optimization a recent addition to the system or just something that I managed to overlook for over a year.

It is a not a recent addition; indeed you must have overlooked it.

Many thanks,

[bear]

Originally Posted by mbalsam

Also, why is it that you need a part time "thought police" that blocks people's postings that are in contradiction with your corporate "denial" about facts that are not comfortable for you to read.

I didn't get this one. Can you explain?

[craigbrass]

I think that was pointed at Jamie rather than the moderators, Bear. Could be wrong though.

If it was then it is slightly incorrect. Jamie has been mobile the past few days (I think) and has only being coming to the forum for urgent issues. Usually he is at the forum most of the day.

[Jamie Edwards]

Actually, I think it was directed at Craig and/or others. mbalsam will clear that up, though.

Originally Posted by mbalsam

Craig was nice enough to tell me that I should ask your service group to add a cron script for me.....

....Also, why is it that you need a part time "thought police" that blocks people's postings that are in contradiction with your corporate "denial" about facts that are not comfortable for you to read.

[mbalsam]

None of these comments where personal.

It sounds like Craig is an outstanding young man who's starting our in his carrier dealing with real world issues. Jamie is spending a lot of time providing quick feedback to customers, on the weekend from his mobile. Spending a lot of time putting a good face on a somewhat difficult situation. The "thought police" comment was not even directed to “bear” who has actually censored some of my other postings.

My problem is with the owners of the company who hear all of these comments and don’t deal with it. If you read some of the other forum postings there are many exasperated angry people who reluctantly find other products since they never get satisfaction.

We are now 19 posting into this issue, and not once as a representative of the company said anything like:

"Yes indeed our system was functioning incorrectly for your needs, and its unfortunate that we did not make you aware of this sooner. But the issue you're facing can be easily solved. I being a representative of the company will make sure that this issue is fixed for you. I'll get back to you shortly"

Instead you telling my why your system is really designed for bigger companies, and why you need to optimize CPU cycles for bigger companies. All of this was told to you by your employer, so they don’t have to solve problems for the less profitable accounts.



So, I submitted a ticket and as per previous experience, I don't have a warm feeling that this cron script its going to be implemented without several other follow ups on my part.

I hope im wrong. Enjoy your weekend..

[bear]

Originally Posted by mbalsam

Jamie is spending a lot of time providing quick feedback to customers

Jamie *is* the company representative here. While not an owner (that I know of), he is directly employed by Kayako, unlike me, a volunteer on the forum.

The "thought police" comment was not even directed to “bear” who has actually censored some of my other postings.

Correction: 1 of your posts.

[craigbrass]

While not an owner (that I know of)

That is correct.

unlike me, a volunteer on the forum.

That is the same situation for me, too.

[Jamie Edwards]

Hi mbsalam,

Jamie is spending a lot of time providing quick feedback to customers, on the weekend from his mobile.

and not once as a representative of the company said anything like: ... "I being a representative of the company will make sure that this issue is fixed for you. I'll get back to you shortly"

Responding to customers on the forum is a small part of what I do here; daily. However, over the last three days I have been on the road, using my mobile. I am not an owner, but the operations manager. However, I am not a technician and so not directly deal with requests such as these (to set up the CRON job, you need to submit a support ticket).

Early on, Craig filled in a point I missed about you being a hosted customer. I thought that this was sufficient, so I did not follow up. If you wanted to hear this from me as well, even after Craig had posted this (correct) information then I am sorry you did not.

Originally Posted by craigbrass

As you are a hosted customer, submit a ticket (http://support.kayako.net -> "Get Support") and ask them to setup the cron. They will do all the work for you.

Later, you posted;

So CPU cycles are more important than my customers? This is exactly what i said about technologists (which i am one of) think technology is more important than the problem it solves.

So I responded to what you said there (with the reasoning behind the design choice). I had assumed you had since submitted a support ticket (as usual, for support requests) regarding your CRON job. I also stated what I was going to do so that this does not inconvenience anyone again.

To summarise;

1. The pseudo-cron system does not execute on every click.
2. Cron jobs are not automatically set up with your hosted account.
3. You need to submit a support ticket for one to be created, by one of our technicians.
4. As you have pointed out, this is not documented at present; but something I will change in the future (either documenting it, or enabling cron tasks by default).

I hope that you have now submitted a support ticket regarding this issue. If you have, one of our technicians will setup the CRON job as soon as possible. If you have not, then please do and we will get back to you promptly. I apologise for the confusion here.

Many thanks,