Scheduler process is registered but might not be running.

[tupson]

Greetings,

We are new to Debian 8 / OTRS appliance as well not really a guru yet with backend Linux platform commands. However, we constantly receive the following notification at the top of our OTRS GUI:


OTRS Help Desk Appliance 3.3.9

We select 'Start scheduler' and the message goes away for about 20 minutes and resurfaces. We also tried "Force Start," but it still continues to come back.

Any assistance with how we can resolve this? We will literally need step by step instructions on a solution; shortcut responses for your typical Linux Admin may not click in our heads initially so we don't want to inconvenience you any further than we have too.

Thanks in advance.

[crythias]

confirm /opt/otrs/var/cron/scheduler_watchdog exists

Code: Select all

crontab -l -u otrs | grep Scheduler

should show:

Code: Select all

*/5 * * * *    $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null

if not the first line, it might have .dist, so

Code: Select all

cp scheduler_watchdog.dist scheduler_watchdog

and then reload otrs cron (as root)

Code: Select all

/opt/otrs/bin/Cron.sh restart otrs

check /var/log/messages for anything related to Scheduler.

Above assumes standard placement of OTRS in /opt/otrs. adjust path accordingly.

[tupson]

When I log into Webadmin and go into the "Scheduled Cron Jobs," the following job is listed and enabled:



It is similar to what you recommended I add, so it exists I believe.

[crythias]

check that it's running under otrs user. It may not be registering its processid in a "known" location if it respawns. This, either because the scheduler pid file is in a different place than expected by the watcher or because it's not running under a user that it can run the scheduler daemon.

After that, troubleshooting is suboptimal without looking at it directly.

[tupson]

I believe the "Test -x" in the front of the commands were placing the jobs in test-mode, thus it wasn't actually running the job. I removed that and will see if that makes a difference. It is running under the otrs user.

[tupson]

The issue still persists. what should i do next?

//// cronjob:

$HOME/bin/otrs.Scheduler.pl && $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null


//// cronjob user:

otrs


//// otrs.Scheduler.pl file location

/usr/share/otrs/bin/


//// schedule_watchdog.dist is configured as such:

# check scheduler status

# */5 * * * * root test -d /run/otrs || mkdir -p /run/otrs && chown otrs:www-data /run/otrs && chmod 770 /run/otrs
*/5 * * * * root /run/otrs || mkdir -p /run/otrs && chown otrs:www-data /run/otrs && chmod 770 /run/otrs

# */5 * * * * otrs test -x $HOME/bin/otrs.Scheduler.pl && $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null

*/5 * * * * otrs $HOME/bin/otrs.Scheduler.pl && $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null