I have been trying for a few days to understand why when the tto / ttr threshold is exceeded, my tickets do not change status to "escaleted_tto / ttr".
I have checked the portions of the affected code and it seems to me that everything is correct. I also thought that the problem could be some extension of mine but I checked by installing a new instance of itop and the problem persists. I kept searching until I came across this document:
The following features rely on the activation of cron.php . Check ticket SLA. Tickets reaching the limits will be passed into Escalation TTO/TTR states.<o:p></o:p>
I therefore believe that I have finally found the reason, however it is not clear to me how to proceed to be able to visualize the change of state. Please help me understand more. I have windows operating system and I ran the following command from cmd:<o:p></o:p>
the result is "SUCCESS: the scheduled task" iTop CRON "has been created. <o:p></o:p>
What is the next step to take? I also searched on the db for all the priv_backgroundtasks and it appears to be empty. Thanks to anyone who helps me.<o:p></o:p>
Hello,
Take a look at Background tasks [iTop Documentation] ?
The cron.php script will output to STDOUT its log, you should redirect this to a file so you'll be able to read them.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Thanks Pierre, I solved it. The problem was that it wasn't enough to just run that command from the prompt, but I had to start scheduling as an administrator. So it worked.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
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Good evening dear,
I have been trying for a few days to understand why when the tto / ttr threshold is exceeded, my tickets do not change status to "escaleted_tto / ttr".
I have checked the portions of the affected code and it seems to me that everything is correct. I also thought that the problem could be some extension of mine but I checked by installing a new instance of itop and the problem persists. I kept searching until I came across this document:
https://www.itophub.io/wiki/page?id=latest%3Aadmin%3Acron
One sentence in particular caught my attention:
I therefore believe that I have finally found the reason, however it is not clear to me how to proceed to be able to visualize the change of state. Please help me understand more. I have windows operating system and I ran the following command from cmd:<o:p></o:p>
schtasks.exe /create /sc minute /mo 1 /tn "iTop CRON" /tr "\"C:\wamp64\www\itop4\webservices\cron.cmd\""<o:p></o:p>
the result is "SUCCESS: the scheduled task" iTop CRON "has been created. <o:p></o:p>
What is the next step to take? I also searched on the db for all the priv_backgroundtasks and it appears to be empty. Thanks to anyone who helps me.<o:p></o:p>
<o:p> </o:p>
Inviato da Posta per Windows
<o:p> </o:p>
Last edit: Riccardo Falzea 2022-09-05
Please help me I can't go ahead and resolve. How can I continue where I have created the schedule on the windows system? what else needs to be done?
Hello,
Take a look at Background tasks [iTop Documentation] ?
The cron.php script will output to STDOUT its log, you should redirect this to a file so you'll be able to read them.
Thanks Pierre, I solved it. The problem was that it wasn't enough to just run that command from the prompt, but I had to start scheduling as an administrator. So it worked.
Warning, double check the documentation I've sent you before, you'll see this note :