Hi,
I have a lot of tickets in 'resolved' status and as users are not confirming ticket closure, we agreed that we would use the autoclose extension (set to 30 days).
While the extension looks to be installed correctly and the cronjob is running, I have no idea why I do not see tickets being closed...
I'm with my iTop installation on a linux based web hosting.
Following details:
iTop versie 2.7.3-6624 uitgegeven op 2020-12-09 10:28:04
Datamodel: 2.7.2
MySQL: 5.7.35-38-log
PHP: 7.1.33
Autoclose extension version 1.01 is installed.
Through the console of the webhosting, I scheduled the cronjob (cron.php).
When I enabled the asynchronous mails option, my mail notifications stopped working (which I missed until somebody told me they did not get the info I sent to them through the ticket public log). I'm using Office 365 SMTP relay to send ticket notifications to my users and this was working until I started with the implementation of the autoclose extension. For now I have disabled the asynchronous mail option until I have resolved this issue.
I'm not sure where to start with the troubleshooting. If someone can guide me step-by-step what to look at, would be great!
If some info is missing, let me know...
Thanks in advance,
Mario
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi Jeffrey,
I downloaded the full filesystem of my iTop installation but cannot find the itop-cron.log file. Is it possible since I created the cronjob through the control panel of my web hosting that the logfile has a different name and resides in the /log directory in the root of the hosting ?
I had another look at the installation documentation...
In the https://www.itophub.io/wiki/page?id=2_7_0%3Aadmin%3Acron documentation, they refer to the parameter file (itop-cron.params). In it there's an authentication section with sample credentials.
When I look in the /webservices directory, I see cron.distrib which looks to have a authentication section, so I assume this is supposed to be the parameter file? Should I rename it to itop-cron.params?
In regards to the account listed in the authentication section: what kind of account is this? Is this a database account or ...
Thanks,
Mario
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello,
The cron just outputs to STOUT its log. To get it you should add a redir in your cron.php command.
In the doc this is the case in the Linux sample : /usr/bin/php /var/www/html/itop/webservices/cron.php --param_file=/etc/itop-cron.params >>/var/log/itop-cron.log 2>&1
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi,
I have a lot of tickets in 'resolved' status and as users are not confirming ticket closure, we agreed that we would use the autoclose extension (set to 30 days).
While the extension looks to be installed correctly and the cronjob is running, I have no idea why I do not see tickets being closed...
I'm with my iTop installation on a linux based web hosting.
Following details:
iTop versie 2.7.3-6624 uitgegeven op 2020-12-09 10:28:04
Datamodel: 2.7.2
MySQL: 5.7.35-38-log
PHP: 7.1.33
Autoclose extension version 1.01 is installed.
Through the console of the webhosting, I scheduled the cronjob (cron.php).
When I enabled the asynchronous mails option, my mail notifications stopped working (which I missed until somebody told me they did not get the info I sent to them through the ticket public log). I'm using Office 365 SMTP relay to send ticket notifications to my users and this was working until I started with the implementation of the autoclose extension. For now I have disabled the asynchronous mail option until I have resolved this issue.
I'm not sure where to start with the troubleshooting. If someone can guide me step-by-step what to look at, would be great!
If some info is missing, let me know...
Thanks in advance,
Mario
You might want to check if you see more details in the itop-cron.log file (if you followed the default instructions on how to create the cronjob)
Hi Jeffrey,
I downloaded the full filesystem of my iTop installation but cannot find the itop-cron.log file. Is it possible since I created the cronjob through the control panel of my web hosting that the logfile has a different name and resides in the /log directory in the root of the hosting ?
I had another look at the installation documentation...
In the https://www.itophub.io/wiki/page?id=2_7_0%3Aadmin%3Acron documentation, they refer to the parameter file (itop-cron.params). In it there's an authentication section with sample credentials.
When I look in the /webservices directory, I see cron.distrib which looks to have a authentication section, so I assume this is supposed to be the parameter file? Should I rename it to itop-cron.params?
In regards to the account listed in the authentication section: what kind of account is this? Is this a database account or ...
Thanks,
Mario
Hello,
The cron just outputs to STOUT its log. To get it you should add a redir in your cron.php command.
In the doc this is the case in the Linux sample :
/usr/bin/php /var/www/html/itop/webservices/cron.php --param_file=/etc/itop-cron.params >>/var/log/itop-cron.log 2>&1Include --verbose=1