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Daniel

[FIXED] Escalations not working?

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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

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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

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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.

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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.?

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Hi Matt,

 

Yes, its working now after applying the patch, thanks! That was fantastic support for a Sunday, I'm very impressed :D

 

Cheers!

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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! :)

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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.

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ohh! :)

 

thanks for the heads up ... ill try it again ..

 

 

thanks again for the quick patch! its very much appreciated

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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).

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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.

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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?

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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.?

 

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