Pending states notifications

[SantaPe]

When I put a ticket on 'pending reminder' I do not get an email notification when it has reached the reminder time. I do get to see the icon on the top left and it appears in my pending queue. It normally should send me a notification if the ticket is locked on my name and it should send a notification to everybody in the queue if the ticket is unlocked. It does neither.

I didn't upgrade, I just did a clean windows install of OTRS3.2.

Can some help me out?

[crythias]

The default cron job that handles this is var/cron/pending_jobs[.dist]

It checks and sends by default every 2 hours at 45 minutes after the hour.

[SantaPe]

Hi,

Thanks for the answer but I'm not sure what you mean.

Do I need to edit that file to get email notifications?

[crythias]

in theory, you shouldn't need to edit that file unless you want the notifications more frequently than every 2 hours at 45 minutes after the hour.

[SantaPe]

Do I understand correctly:

If I put a ticket in "pending reminder" with the current time + 5 minutes and I wait for 2 hours and 50 minutes I will get an email notification?

[crythias]

you will get notifications at 12:45a, 2:45a, 4:45a, etc...

[SantaPe]

I'm not getting any notifications, that's the problem. Thanks for the reply.

[crythias]

I'm not getting any notifications, that's the problem.

If the cron job runs, it should note that. Can you see if the job runs at those times?
If so, then it will also have additional information about what it did at that time.
If the job doesn't run, it's not in cron.

[SantaPe]

This is what is in my pending_jobs.dist file:

Code: Select all

# --
# cron/pending_jobs - pending_jobs cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: pending_jobs.dist,v 1.12 2009/11/04 12:27:57 mn Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

# check every 120 min the pending jobs
45 */2 * * *    $HOME/bin/otrs.PendingJobs.pl >> /dev/null

[crythias]

I'm sure that's the same as everyone else's. How did that answer my question?

[SantaPe]

ok, I don't know how to check if the cron job runs.

[SantaPe]

Still haven't found how to solve this...

[SantaPe]

I'm not getting any notifications, that's the problem.

If the cron job runs, it should note that. Can you see if the job runs at those times?
If so, then it will also have additional information about what it did at that time.
If the job doesn't run, it's not in cron.

I can't find anything on this.. Where do I see if a Cron job runs?

[otrswin]

It may be too late....none the less

Logfile for Cron Service
otrs/cronw/log

Cronjob file
otrs/cronw/crontab.txt


This means if you have a windows standard installation.

The log for OTRS C:\OTRS\OTRS\var\log otrs.log(.xxx)
Here you can see any occuring error.

Hope it helps anyways.

Greets, Vivian

[hongphuc]

I met the same issue, I already checking the log file also, the cronw running without issue but I still not receive email notification from Pending Reminder state?

Could someone give me advice for this case?

Thanks a lot!

[otrswin]

Check (Kernel...) GenericAgent.pm there is a part to be freed from comments.