Daniel Posted May 11, 2010 Share Posted May 11, 2010 Hi, After a recent upgrade to 4.2.1 it seems our escalations are not working. We only have one setup, when a client opens a ticket in a specific department it should wait at least 1 minute and respond with a predefined response, however it doesn't seem to do anything. Settings: http://07z.net/2010-05-11_0144.png This worked before the upgrade. Dan 0 Quote Link to comment Share on other sites More sharing options...
MediaPlayStudios Posted May 11, 2010 Share Posted May 11, 2010 Hello, Well we had that same issue but our WHMCS is updated automatically via Cron Jobs and when it upgraded to 4.2 for some reason it disabled the escalation rules Cron Job. So just try do remove and then re apply the command via Cron Jobs it worked for us if that doesn't work then I suggest submitting a ticket to Matt and the guys 0 Quote Link to comment Share on other sites More sharing options...
Daniel Posted May 11, 2010 Author Share Posted May 11, 2010 I've deleted and recreated the rule, the cron job seems to be running fine and I've and has been run from shell manually. 0 Quote Link to comment Share on other sites More sharing options...
Seiya Posted May 15, 2010 Share Posted May 15, 2010 Well I've been trying for hours now to get escalations working, it simply doesnt seem to work. I have removed crond out of the equation by running the script manually as well. Nothing I do seems to elicit an email notification. The standard cron job is working fine. I've set the escalation time to 10 mins and created many tickets. Can anyone else check if their escalations are working in 4.2.1.? 0 Quote Link to comment Share on other sites More sharing options...
LDHosting Posted May 16, 2010 Share Posted May 16, 2010 Actually, we're seeing the same problem. Escalations have always worked before (prior to upgrading to 4.2.1), the activity log shows that the cron is running but no emails are sent out no matter how long the ticket has been open. http://tinyurl.com/3xn6eag http://tinyurl.com/3alx7vw 0 Quote Link to comment Share on other sites More sharing options...
Seiya Posted May 16, 2010 Share Posted May 16, 2010 Just to add screenshots of my config as with everyone else.. http://bit.ly/cepn71 http://bit.ly/a0owDC If there is anything else I can do to help debug this, please ask! 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted May 16, 2010 WHMCS CEO Share Posted May 16, 2010 Hi, Please try replacing the attached file in your admin folder and then re-test to see if this resolves it for you. Matt escalations_patch.zip 0 Quote Link to comment Share on other sites More sharing options...
Seiya Posted May 16, 2010 Share Posted May 16, 2010 Hi Matt, Yes, its working now after applying the patch, thanks! That was fantastic support for a Sunday, I'm very impressed Cheers! 0 Quote Link to comment Share on other sites More sharing options...
LDHosting Posted May 16, 2010 Share Posted May 16, 2010 Thanks, Matt! All working again here too 0 Quote Link to comment Share on other sites More sharing options...
stardot Posted May 18, 2010 Share Posted May 18, 2010 Unfortunately the patched file didnt work for me. I copied cron.php into my admin folder and manually ran the escalations check command (even with a test escalation rule to send a notification on tickets over 1 minute old) , and it didnt work, unfortunately. Have I done something wrong perhaps? Thanks! 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 18, 2010 WHMCS Support Manager Share Posted May 18, 2010 It will only work for tickets submitted after applying the patch. Tickets already in your system won't have the escalation rule applied to them. 0 Quote Link to comment Share on other sites More sharing options...
stardot Posted May 18, 2010 Share Posted May 18, 2010 ohh! thanks for the heads up ... ill try it again .. thanks again for the quick patch! its very much appreciated 0 Quote Link to comment Share on other sites More sharing options...
DialAHost Posted June 5, 2010 Share Posted June 5, 2010 Nice to have found this! Hope it works! 0 Quote Link to comment Share on other sites More sharing options...
My365Host Posted June 9, 2010 Share Posted June 9, 2010 Thanks! I used this, and it fixed the issues I was having with the escalations not working. Only thing is, is there a way to make it only reply once? (Mine keep replying, every set amount of time i put them). 0 Quote Link to comment Share on other sites More sharing options...
MikeDVB Posted July 13, 2010 Share Posted July 13, 2010 Well I installed the fix and it's still not working (and wasn't working before the fix) The Rule: http://www.screen-shot.net/2010-07-13_1957.png Firing the escalation rules cron manually for testing: http://www.screen-shot.net/2010-07-13_1958.png Yes, I do have a cron set up on 5 minutes as well and it's not working either. Ticket that isn't being affected: http://www.screen-shot.net/2010-07-13_1958_001.png And no, I didn't use an administrator email account to open the ticket. I used an email address that isn't in our WHMCS installation anywhere as though it were a real external potential customer. 0 Quote Link to comment Share on other sites More sharing options...
JLHC Posted July 20, 2010 Share Posted July 20, 2010 Well I installed the fix and it's still not working (and wasn't working before the fix) The Rule: http://www.screen-shot.net/2010-07-13_1957.png Firing the escalation rules cron manually for testing: http://www.screen-shot.net/2010-07-13_1958.png Yes, I do have a cron set up on 5 minutes as well and it's not working either. Ticket that isn't being affected: http://www.screen-shot.net/2010-07-13_1958_001.png And no, I didn't use an administrator email account to open the ticket. I used an email address that isn't in our WHMCS installation anywhere as though it were a real external potential customer. I got mine working with the patch. Have you submitted a ticket about this? 0 Quote Link to comment Share on other sites More sharing options...
macrylinda1 Posted August 6, 2010 Share Posted August 6, 2010 I've deleted and recreated the rule, the cron job seems to be running fine and I've and has been run from shell manually. Well I've been trying for hours now to get escalations working, it simply doesnt seem to work. I have removed crond out of the equation by running the script manually as well. Nothing I do seems to elicit an email notification. The standard cron job is working fine. I've set the escalation time to 10 mins and created many tickets. Can anyone else check if their escalations are working in 4.2.1.? __________________ watch free movies online 0 Quote Link to comment Share on other sites More sharing options...
keencs Posted August 6, 2010 Share Posted August 6, 2010 Did you install the patch? 0 Quote Link to comment Share on other sites More sharing options...
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