Overdue tickets not sending emails

[Matt3147]

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HESK version: 2.8.2
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I am having an issue with due date and overdue tickets.

i have a number of tickets with due dates that has past (some by 3 weeks) but no overdue email - tickets owned by me and other staff, none of us still have got an overdue email

i have a cron job on Mail/hesk_imap.php and Cron/calendar_reminders.php every 1 minute

The Response for the cron job is:
Starting Calendar Reminders...
Finished Calendar Reminders. 0 reminder e-mails sent. 0 emails failed to send.
Starting Overdue Tickets...
Finished Overdue Tickets. 0 e-mails sent. 0 emails failed to send.


I have a 2nd support desk on a different server and that one is not sending overdue emails

have I missed something?

[mkoch227]

If the reminder process isn't finding any overdue tickets, check to see if the "overdue email sent" flag is set by running the following SQL query against your database:

Code: Select all

SELECT `overdue_email_sent` FROM `hesk_tickets` WHERE `trackid` = 'the ticket tracking id here';

(where "hesk_" is your table prefix)

If the value returned is 1, it means that an email was already sent for this ticket and no additional emails will be sent. If it is 0, then an email was not sent.

[Matt3147]

Thanks for the reply,

I have done a SQL query

all the tickets with due dates I did a query for had "NULL"

is there a workaround on this issue or .........

Thanks

[mkoch227]

Those shouldn't be null, so that's something I'll have to look into (NULL =/= 0, so that's why none of them are being picked up). Try making the following change and see if it works:

Find the following in cron/calendar_reminders.php on line 141:

Code: Select all

AND `overdue_email_sent` = '0'";

Change it to:

Code: Select all

AND COALESCE(`overdue_email_sent`, '0') = '0'";

Save, upload, and test.

[Matt3147]

change the files, and uploaded

the system then sent a number of overdue tickets

Yes, it is working !!

Thank you so much !!