Escalation does not appear to be working

[ltellier]

Hello guys,

 

I have created an escalation based on the following conditions :

- Departments : Support, Installation

- Statuses : Answered

- Priorities : Low, Medium, High

- Time Elapsed : 14400 minutes (10 days)

 

The action should be the following :

- Status : closed

- Notify Admins (checked)

 

However, whenever the script runs, tickets that are older than 10 days aren't getting closed.

 

Am I missing something ?

 

Thanks,

- Luc

[Sliffer21]

Do you have a cron job set up for escalations? It is separate than the one that automation one.

[ltellier]

Do you have a cron job set up for escalations? It is separate than the one that automation one.

 

Yep; it runs on a 5 mins basis.

[Sliffer21]

That's strange, it works fine for me, you may want to redownload WHMCS your cron.php file and reupload that file. It may have got corrupted on download (It's happened to me before on a different file)

[ltellier]

That's strange, it works fine for me, you may want to redownload WHMCS your cron.php file and reupload that file. It may have got corrupted on download (It's happened to me before on a different file)

 

That did the trick !

Thanks for your help.

 

- Luc

[Sliffer21]

That did the trick !

Thanks for your help.

 

- Luc

 

Anytime, glad to be of assistance