I have several custom rules for the helpdesk that are set to run, say, every hour or every 15 minutes. None of these rules actually run. The "Next Run" time comes and goes, but they never run. Is there some sort of server setting that I'm missing? What could be the cause for this?

Thanks in advance.

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Try removing any aliases you are using in the SQL query and see if that fixes it.  See this post for more details:

http://www.itninja.com/question/why-is-this-sql-script-not-working-testing-a-k1000-custom-ticket-rule

Also see part 5 of this blog to see if you may be getting errors related to this:

http://www.itninja.com/blog/view/k1000-custom-ticket-rules-using-an-inline-view-to-query-update-tables-in-one-pass

John

Answered 10/10/2012 by: jverbosk
Red Belt

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There is an enabled check box.  Is it checked?  It will also seem like the rules are not running if there is an issue with the SQL.

Answered 10/09/2012 by: c_brock
Third Degree Brown Belt

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Yes, the rule is enabled and if I "Run Now" it does what it's supposed to. We've rebooted the KBOX also, but rules still don't run at all unless they are "Run on Save".

Answered 10/09/2012 by: bandries
White Belt

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What versions are you running of the server? You may need to ping support if you are on the latest. 5.4 is schedules to be released hopefully end of Oct. early Nov. 

 

Answered 10/09/2012 by: nshah
Red Belt

  • I don't know what the rule is but if the rule is a process that takes a long time you might need to space out the running of the rule to every 2 hours or every 90 minutes. Any server errors on the K1000 logs?
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