#1879 triggers cannot generate a notification, and then cannot take action to send an email to remind TTO / TTR of timeout in iTop 2.7
For the description of this problem, I used Google Translate to translate Chinese into English.
Impact: A trigger cannot generate a notification, and then cannot take action to send an email to remind TTO / TTR of timeout.
However, the actions associated with other triggers (such as create and close) can normally call the mail action to generate notifications.
Nabeel ahamed used teamview to help me check it remotely yesterday,We checked the operating status of the operating system cron (CLI echo and the priv_backgroundtask table record in the database), the settings of the trigger (including leaving the context blank, or using CRON), and the associated settings of email actions and triggers. but there is no clue.
Through multiple deployment attempts, I found that in the versions of 2.7.0-1 and 2.7.0-2, the TTO and TTR thresholds triggered by CRON cannot generate notifications in the ticket.
But in the same system operating environment and itop configuration mode, 2.6.3 does not have this problem.
Whether this is a bug or not, I have no clue about further debugging. I hope to get your help and confirmation.
Related environmental information：Ubuntu 14 16.04.6 LTS,Apache/2.4.18,PHP v7.3.18,MariaDB 10.3.22.
About installation:There are no errors or warnings in the itop installation wizard.I selected the service provider, ITIL ticket and all sub-items, ITIL change management, known error management and problem management.
The attachment retains some screenshots during the testing process for reference.
Related
i personally checked lijun itop project files and found crons are properly working
and triggers for 75%,100% TTO & TTR for User Requests & Incidents are also working ,
other notifications such as "on entering state" are also properly sending emails.
but only triggers on threshold are not sending emails,
Dear itop Developers,
Kindly assist.
Thanks for your interest in iTop and your feedback on this issue.
Within our own environment, running 2.7.0-1, Trigger (on threshold) does send email notification, so it is not a systematic issue.
Does you cron user have "allowed organizations" ?
Have you defined some "context" on the trigger ?
hi vdumas,
hi
does your cron admin account in the params file has permission to the
organization?
Many thanks,
N.Nabeel Ahamed
On Tue, Jun 2, 2020 at 3:38 PM lijun squallgold@users.sourceforge.net
wrote:
Related
Tickets:
#1879I use account "admin" in the cron params file.
I did not add any obvious configuration instructions to control the organization it can access. According to my understanding from the interface description, I think this means that the account can unrestricted access to organization objects in itop.
I think the key point is how to create a notification corresponding to the ticket after Linux successfully calls cron (with screenshots). At this point, it is the demarcation point between the normal notification and the TTO/TTR notification. So can it be extended from this line of thought to investigate possible points of failure?
To make it clear, none of the notifications triggered by your cron user are sent, while all notifications triggered by a real iTop user using the Console or the Portal are sent?
Could you share a screenshot of the TriggerOnThreshold details screen, please?
"To make it clear, none of the notifications triggered by your cron user are sent, while all notifications triggered by a real iTop user using the Console or the Portal are sent?"
yes ,that 's it!So very strange,Let me show you screenshots.(Although screenshots are the iTOP of the test environment, it runs in the same basic environment as the iTOP in use.)
We are also facing the similar issue after 2.7.0-2 upgrade where threshold (Cron) notifications are stopped triggering. All notifications from Portal and Console are working however Cron based notifications for threshold are stopped.
I thought we made some configuration change which made this issue, but later realized this is happening in all our 4 itop instances.
Last edit: Lalit Joshi 2020-06-15
Have you checked that your cron is running the same version of PHP as your iTop. I remember that this can be the source of issues and it is possible to have 2 different PHP version used, one by the web server and one by the CLI client...
Don't think its a CLI version issue. I validated cli version is pointed to the right version of php. please see the screen shot.
Also all other components like mail to ticket interface are working. Only the threshold notification has a problem.
Hello,
Is there any specific area we need to investigate for this. Approach to troubleshoot the issue?
Please see the attached screen shot, the stopwatch is ended properly but without sending notifications.
Hello,
On which objects is this happening ? UserRequest ?
Are there any customizations made in the PHP methods ?
This is happening on User Request.
No there is no custmization made on PHP methonds.
Ok :/
We don't have info to reproduce for now. I'm changing this ticket status, if any new info don't hesitate to come back and tell us !
updated to 2.7.1
iTop version 2.7.1-5896 built on 2020-06-26 08:50:38
数据模型: 2.7.1
MySQL: 10.3.22-MariaDB-log
PHP: 7.3.18-1+ubuntu16.04.1+deb.sury.org+1
===== begin =====
iTopVersion: 2.7.1
iTopBuild: 5896
iTopBuildDate: 2020-06-26 08:50:38
DataModelVersion: 2.7.1
MySQLVersion: 10.3.22-MariaDB-log
PHPVersion: 7.3.18-1+ubuntu16.04.1+deb.sury.org+1
OSVersion: Linux
WebServerVersion: Apache
PHPModules: Core, date, libxml, openssl, pcre, zlib, filter, hash, Reflection, SPL, sodium, session, standard, apache2handler, ldap, mysqlnd, PDO, xml, calendar, ctype, curl, dom, mbstring, fileinfo, ftp, gd, gettext, iconv, imap, json, exif, mysqli, pdo_mysql, Phar, posix, readline, shmop, SimpleXML, soap, sockets, sysvmsg, sysvsem, sysvshm, tokenizer, wddx, xmlreader, xmlwriter, xsl, zip, Zend OPcache
ItopSetting/cron_max_execution_time: 600
ItopSetting/timezone: Asia/Shanghai
PHPSetting/memory_limit: 256M
PHPSetting/max_execution_time: 30
PHPSetting/upload_max_filesize: 40M
PHPSetting/post_max_size: 50M
MySQLSetting/max_allowed_packet: 1073741824
MySQLSetting/key_buffer_size: 536870912
MySQLSetting/query_cache_size: 268435456
MySQLStatus/Key_read_requests: 395
MySQLStatus/Key_reads: 33
InstallDate: 2020-07-10 22:12:00
InstallPath: /var/www/html/itop/
---- Installation choices ----
InstalledExtension/itop-config-mgmt-core/2.7.1
InstalledExtension/itop-config-mgmt-datacenter/2.7.1
InstalledExtension/itop-config-mgmt-end-user/2.7.1
InstalledExtension/itop-config-mgmt-storage/2.7.1
InstalledExtension/itop-config-mgmt-virtualization/2.7.1
InstalledExtension/itop-service-mgmt-service-provider/2.7.1
InstalledExtension/itop-ticket-mgmt-itil-user-request/2.7.1
InstalledExtension/itop-ticket-mgmt-itil-incident/2.7.1
InstalledExtension/itop-ticket-mgmt-itil-enhanced-portal/2.7.1
InstalledExtension/itop-ticket-mgmt-itil/2.7.1
InstalledExtension/itop-change-mgmt-itil/2.7.1
InstalledExtension/itop-kown-error-mgmt/2.7.1
InstalledExtension/itop-problem-mgmt/2.7.1
InstalledExtension/sample-add-class/1.0.0 (扩展)
InstalledExtension/combodo-mail-to-ticket-automation/3.1.0 (iTop Hub)
---- Actual modules installed ----
InstalledModule/authent-cas: 2.7.0
InstalledModule/authent-external: 2.7.0
InstalledModule/authent-ldap: 2.7.0
InstalledModule/authent-local: 2.7.1
InstalledModule/combodo-db-tools: 2.7.1
InstalledModule/combodo-email-synchro: 3.2.0
InstalledModule/itop-attachments: 2.7.1
InstalledModule/itop-backup: 2.7.1
InstalledModule/itop-config-mgmt: 2.7.1
InstalledModule/itop-config: 2.7.0
InstalledModule/itop-datacenter-mgmt: 2.7.0
InstalledModule/itop-endusers-devices: 2.7.0
InstalledModule/itop-files-information: 2.7.1
InstalledModule/itop-hub-connector: 2.7.0
InstalledModule/itop-portal-base: 2.7.1
InstalledModule/itop-portal: 2.7.0
InstalledModule/itop-profiles-itil: 2.7.0
InstalledModule/itop-sla-computation: 2.7.0
InstalledModule/itop-standard-email-synchro: 3.1.0
InstalledModule/itop-storage-mgmt: 2.7.0
InstalledModule/itop-tickets: 2.7.0
InstalledModule/itop-virtualization-mgmt: 2.7.0
InstalledModule/itop-welcome-itil: 2.7.1
**InstalledModule/sample-add-class: 1.0.0 i created a CI when 2.7.0.and i modifed **
InstalledModule/itop-bridge-virtualization-storage: 2.7.0
InstalledModule/itop-change-mgmt-itil: 2.7.0
InstalledModule/itop-core-update: 2.7.1
InstalledModule/itop-incident-mgmt-itil: 2.7.0
InstalledModule/itop-knownerror-mgmt: 2.7.0
InstalledModule/itop-problem-mgmt: 2.7.0
InstalledModule/itop-request-mgmt-itil: 2.7.0
InstalledModule/itop-service-mgmt-provider: 2.7.1
InstalledModule/itop-full-itil: 2.7.0
===== end =====
Last edit: lijun 2020-07-10
These my Customization:
Today for testing this issue in latest itop version, i instaled fresh itop2.7.1 with ubuntu mysql 5.7. Faced the same issue. Throshold notification are not triggered. This issue reprodusable in all itop version after 2.7.
Also I found these errors in cron log.
PHP Notice: Undefined index: tto_escalation_deadline in /var/www/html/web/core/dbobject.class.php on line 3719
PHP Notice: Undefined index: sla_tto_passed in /var/www/html/web/core/dbobject.class.php on line 3719
PHP Notice: Undefined index: sla_tto_over in /var/www/html/web/core/dbobject.class.php on line 3719
PHP Notice: Undefined index: ttr_escalation_deadline in /var/www/html/web/core/dbobject.class.php on line 3719
PHP Notice: Undefined index: sla_ttr_passed in /var/www/html/web/core/dbobject.class.php on line 3719
PHP Notice: Undefined index: sla_ttr_over in /var/www/html/web/core/dbobject.class.php on line 3719
Last edit: Lalit Joshi 2020-08-12
hi Joshi,I noticed that you and my environment have similar PHP versions. Is this a key point worthy of further investigation?
I am having the same issue as I upgraded to iTop 2.7.1.
Look like its bug in 2.7.1
In 2.7.0 , There was no error
Any help?
Hello, I also have the same issue with my top, as emails triggered based on threshold cannot be sent
ITop version: 3.1.0
Please refer to the attachment for versions of other tools. Thank you