My scheduled reports stopped sending somewhere between upgrading from 5.4 to 6.0 to 6.2. Existing reports are not sending and neither will new reports with schedules. Even if I click Run Now, nothing is sent and it's using my same email address that worked previously.

We used to receive reports from "reporter@kbox.domain.com", but no more. 

Any ideas why scheduled reports would stop sending?
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  • Having same issue here as well. Everything else in Kace emails fine, but not the scheduled reports.
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Having same problem.  These reports used to work, but after a recent upgrade, they stopped.  New reports (such as one below) also do not work.  Report runs normally, but never sends via email.  Its almost like it doesn't even try.  No SMTP log error to speak of.


[2015-06-19 06:00:08 -0400] KSmartyServer[56169]: Running /kbox/bin/run_smarty_report.php --uniqueId=284419622 --orgId=1 --reportId=2878 --format=xls --locale=en_US --fileInfo=NWK_PUB_s_Open_Ticket_Report_for_Larissa-xls
[2015-06-19 06:00:08 -0400] KSmartyServer[56171]: run_smarty_report.php arguments 284419622=1=2878=xls=en_US

[2015-06-19 06:00:08 -0400] Executing query: SELECT HD_TICKET.CREATED, HD_TICKET.ID, S.FULL_NAME AS SUBMITTER_NAME, HD_TICKET.CUSTOM_FIELD_VALUE2, HD_PRIORITY.NAME AS PRIORITY, O.FULL_NAME AS OWNER_NAME, HD_STATUS.NAME AS STATUS_NAME, HD_TICKET.MODIFIED, HD_TICKET.TITLE, HD_TICKET.ID as TOPIC_ID FROM HD_TICKET  LEFT JOIN USER S ON (S.ID = HD_TICKET.SUBMITTER_ID) JOIN HD_PRIORITY ON (HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID) LEFT JOIN USER O ON (O.ID = HD_TICKET.OWNER_ID) JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) WHERE (HD_TICKET.HD_QUEUE_ID = 2) AND ((HD_STATUS.NAME != 'Closed') AND ((HD_TICKET.CUSTOM_FIELD_VALUE2 = 'Utility Billing') OR (S.USER_NAME = 'lstrusowski') OR (S.USER_NAME = 'cduvall') OR (S.USER_NAME = 'sbrady') OR (S.USER_NAME = 'mrangel-wanros') OR (S.USER_NAME = 'mvispi') OR (S.USER_NAME = 'ddaniels') OR (S.USER_NAME = 'ljones')))  ORDER BY ID
[2015-06-19 06:00:08 -0400] Query finished.
[2015-06-19 06:00:08 -0400] Begin Excel result set processing.
[2015-06-19 06:00:09 -0400] End Excel result set processing.
[2015-06-19 06:00:09 -0400] KSmartyServer[56171]: Run time: 1 second ago ago
[2015-06-19 06:00:09 -0400] KSmartyServer[56171]: Peak memory usage: 32,768,000/256M bytes
[2015-06-19 06:00:09 -0400] KSmartyServer[56171]: Output: /tmp/reports/284419622, 9,081 bytes
[2015-06-19 06:00:09 -0400] KSmartyServer[56169]: Command exit status is 0
[2015-06-19 06:00:09 -0400] KSmartyServer[56169]: Report run successfully
[2015-06-19 06:00:09 -0400] KSmartyServer[1548]: Cleaning up child process 56169 for 284419622
[2015-06-19 07:37:15 -0400] KSmartyServer[91841]: Running /kbox/bin/run_smarty_report.php --uniqueId=779903132 --orgId=1 --reportId=2878 --format=xls --locale=en_US --fileInfo=NWK_PUB_s_Open_Ticket_Report_for_Larissa-xls
[2015-06-19 07:37:15 -0400] KSmartyServer[91843]: run_smarty_report.php arguments 779903132=1=2878=xls=en_US
Answered 06/19/2015 by: shipupride
Senior White Belt

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If you are getting the same problem with a newly created report, that you know generates data, even when clicking the Run Now button try to change the email address to your personal email (the one your user account on KACE is set to). 
Also try to schedule a notification with your email address. This should give you a clue as to what is broken.

Check the Reporting Log and Reporting Errors under Settings for clues. Here's a sample of a scheduled report that ran successfully:

[2015-01-12 17:00:23 -0800] KSmartyServer[13795]: Run time: 0 seconds ago
[2015-01-12 17:00:23 -0800] KSmartyServer[13795]: Peak memory usage: 18,612,224/256M bytes
[2015-01-12 17:00:23 -0800] KSmartyServer[13795]: Output: /tmp/reports/159628912, 9,284 bytes
[2015-01-12 17:00:23 -0800] KSmartyServer[13790]: Command exit status is 0
[2015-01-12 17:00:23 -0800] KSmartyServer[13790]: Report run successfully
[2015-01-12 17:00:23 -0800] KSmartyServer[1436]: Cleaning up child process 13790 for 159628912
[2015-01-12 17:00:24 -0800] KSmartyServer[13791]: Running /kbox/bin/run_smarty_report.php --uniqueId=85024227 --orgId=1 --reportId=2965 --format=pdf --locale=en_US --fileInfo=Escalated_tickets_past_day-pdf
[2015-01-12 17:00:24 -0800] KSmartyServer[13814]: run_smarty_report.php arguments 85024227=1=2965=pdf=en_US

If all else fails open a ticket with the KACE Support team (which seems to have degraded it's SLA, or is it just me?)
Answered 01/13/2015 by: h2opolo25
Red Belt

  • Thanks for the reply. If I create a new report or use an existing report, the reports themselves still work fine, but when scheduling, neither will send.
    I tried using my name and auto filled email address that Kace provides in the dropdown, and also added my 2 other aliases. One of which is my primary SMTP email address here.
    I created a Notification set at 15 minutes and it did successfully send to me using my primary SMTP address which is also the address Kace suggests in the dropdown when I type my name.
    So it's only Report Schedules that are failing. I usually have it send csv files, but I'e tried with CSV, Excel, TXT, HTML and PDF today.

    The 'don't send empty reports' checkbox is not checked. And the reports in question do have data when I run the report itself.
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check to see if you need to reenable smtp under system settings. 


Answered 01/13/2015 by: SMal.tmcc
Red Belt

  • Yep. Still enabled. My Network settings window looks the same as yours with my SMTP server instead of course. Weird.
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here is a shot of one of my reports to compare to


Answered 01/13/2015 by: SMal.tmcc
Red Belt

  • the recipients I typed in manually:

    SLundahl@tmcc.edu, dmisner@tmcc.edu, smal@tmcc.edu, tdobbert@tmcc.edu, jdeadmond@tmcc.edu,helpdesk@tmcc.edu
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Did you ever get this resolved?  I'm having the same issue after upgrading to 6.2.
Answered 01/15/2015 by: tchapps
White Belt

  • Not yet. I typed in the email addresses and used various aliases that all go to the same mailbox as well as trying my own external address and trying the dropdown addresses Kace suggests, but no luck. My notifications still work and new notifications work, but scheduled reports will not email.
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