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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 100 Join Date: Oct 2005 | scheduled tasks and follow Up -
11-10-2006, 01:51 PM
Can someone please explain in detail how to get follw up and the other scheduled jobs to run even when no staff is logged in and noone is executing them manually from the admin. In the admin interface it says "runs every 10 minutes" but thats not true. I need to know: what jobs do I need? How should I make them? On the server or inside supportsuite? Please guide me from step 1 to finish on how to get this working all by itself. |
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(#2)
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| Member Posts: 201 Join Date: Apr 2004 |
11-10-2006, 02:34 PM
you have to run the file inside the cron directory ( index.php ), for example to run it every 10 minutes...and enjoy the best feature supportsuite has...... |
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(#3)
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| Member Posts: 100 Join Date: Oct 2005 |
11-10-2006, 02:40 PM
Can you explain more in detail please? Quote:
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(#4)
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| Member Posts: 201 Join Date: Apr 2004 |
11-10-2006, 02:43 PM
well, you have to go inside your hosting panel ( cpanel, Plesk ) and run the file index.php you have into the cron directory....which panel are you using ? |
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(#5)
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| Member Posts: 100 Join Date: Oct 2005 |
11-10-2006, 08:06 PM
Can someone please spread some more light on this subject. I dont host this myself and my host wants to know how it should be done. Whats the point in having scheduled tasks if you cant decide when they will be executed. I think you should be able to set this in the admin and it should be carried out without having to manually click a link, be logged into the staff to trigger it or have the host make a lot of extra work. It was just recently I found out that the times in admin scheduled tasks was nothing more than times if you didnt go to the site or made anything to trigger it. Please help me out and Kayako, fix this. |
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(#6)
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| Member Posts: 201 Join Date: Apr 2004 |
12-10-2006, 12:26 AM
there is nothing Kayako has to fix there....your hosting ( if you dont have access to admin hosting panel ), need to create a cron job.....executing the file index.php who is located inside the directory cron......yoursite.com/supportsuite/cron/index.php  |
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(#7)
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| New Member Posts: 20 Join Date: Oct 2006 |
12-10-2006, 09:23 AM
disenioweb has explained but not enough specific for cron command. Use |/home/user/path/to/cron/index.php Read the manual for setting up pipe or cron http://manual.kayako.net/manual.pdf Edited: I run cron every 5 min and the Scheduled Tasks in admin is showing 10 mins - it must be a bug. Ignore scheduled task and trust cron job ok. Install & Upgrade Service: $10 | Mail Parser: $10 |
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(#8)
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| Member Posts: 100 Join Date: Oct 2005 |
12-10-2006, 09:40 AM
We got the cron working but when I look in the log there is a blank line every time the follow up is run. Has anyone else experienced this? Is there a file somewhere that I can edit? |
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(#9)
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| New Member Posts: 20 Join Date: Oct 2006 |
12-10-2006, 09:50 AM
Which log? You can look in parser logs in admin - they'll have 'success' or 'failed', if no problem, turn off parser log in setting. Run http://www.domain/pathtosupport/cron....php?_t=parser - what does it say? Install & Upgrade Service: $10 | Mail Parser: $10 |
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(#10)
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| Member Posts: 100 Join Date: Oct 2005 |
12-10-2006, 10:04 AM
It is the tasklog that returns empty. We use piping for the mail. |
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(#11)
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| New Member Posts: 20 Join Date: Oct 2006 |
12-10-2006, 10:20 AM
You don't need cron for piping... Last time I tried piping and showed no task log so I'm using cron which is working. Install & Upgrade Service: $10 | Mail Parser: $10 |
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