trouble with Cron

[D0ubleStakked]

Hi,
I am evaluating a 7-trial owned version of SupportSuite, and everything is working great with the exception of the MailParser.

I believe that I have SupportSuite installed correctly per the manual, and I believe I have my POP3 settings correct.

When I go to Admin > Scheduled Tasks > Manage, and I click Run for the "POP3/IMAP Fetching", I see the following message:

Task "POP3/IMAP Fetching" will be executed when the cron is next run

Which I believe is correct.

Unfortunately I do not see any logging activity from the Mail Parser logfile.
I also don't see the "Last Run" time change after I go visit http://myserver/support/cron/index.php in my browser.

I am running SupportSuite 3.20.02 on Fedora Core 6.

Is there something I am missing for running cron and/or the Mail Parser?

I can't proceed with purchasing SupportSuite until I can demonstrate that the Mail Parser works, so I need a solution before Thursday (when my 7-day trial expires) or I need an extension on my trial.

Help!
-Brian

[ecornet]

you have to force a cron job to fire off every couple of minutes. This should be applied to escalations as well

[D0ubleStakked]

Thanks for the quick reply, ecornet.

Sorry but I'm not exactly sure what you mean.

do I need to manually create a cronjob on my linux server for the wget of /cron/index.php?

the manual also states that cron will automatically be fired for me when someone browses through the Staff or Admin CP, which is how I've seen cron implemented in other apps like vBulletin.

Thanks again for the help,
-Brian

[Siora]

Originally Posted by D0ubleStakked

Thanks for the quick reply, ecornet.

Sorry but I'm not exactly sure what you mean.

do I need to manually create a cronjob on my linux server for the wget of /cron/index.php?

the manual also states that cron will automatically be fired for me when someone browses through the Staff or Admin CP, which is how I've seen cron implemented in other apps like vBulletin.

Thanks again for the help,
-Brian

Both statements are correct. If you want the cron to run more often, you will have to setup a cronjob in linux.

[Jamie Edwards]

Hi Brian,

That is correct - the cron will automatically fire when someone logs into the staff control panel. However, when no one is logging in, escalations may not occur when they need to. It is therefore always a good idea to configure a system cron.

[D0ubleStakked]

Thanks Siora & Jamie.

I will try setting up system cron.

In the meantime, is there something I can look into to see why I don't see anything in the Parser Log?

I have the POP3 account setup, and I have emails waiting in the user's exchange 2007 inbox. Is there any diagnostics in the admin CP that I could use to test my POP3 connection, or if it fails, should I see that output in the logfile?

I'm just confused b/c I'm not seeing anything at all.

In the Admin CP > Scheduled Tasks > Manage screen, I see the "Next Run" and "Last Run" times incrementing for the "POP3/IMAP Fetching" task, so it looks like that task is actually running.

How would I get to the logfile if I don't see anything in Mail Parser > Parser Log?

Thanks again for all your help,
-Brian

[Jamie Edwards]

Hi Brian,

Please submit a support ticket from within your members area (http://members.kayako.net) explaining the problem, with the relevant access details and a technician will look into your configuration.

[D0ubleStakked]

just to follow up, I have submitted a ticket within the members area, and I have continued to investigate this issue:

I found the following KB article, which was useful to help me get started:
https://support.kayako.com/index.php...barticleid=111

that article ultimately lead me to the following post in the forums:
SupportSuite POP3 from Exchange 2007

this seems to be my situation, so I am working with my email administrator to make sure POP3 SSL and IMAP SSL are configured correctly in our network. They should be since we've used POP3 SSL for other accounts.

We've got a ton of iPhones in the office, which all use IMAP SSL, and those work great, so we're suprised that IMAP SSL doesn't work for Kayako.

I'll keep everyone posted.
-Brian

[D0ubleStakked]

The following post/thread solved this issue for me:

SupportSuite POP3 from Exchange 2007