Yes, I do have events that notify me when tickets come in via the email queues.

I agree that SmarterTrack should, and it does, process the email queues immediately. But it can take a random amount of time for it to happen. I had a reply that waited 9 hours before I logged into SmarterTrack and it was processed into the helpdesk this week. The problem is not that the notification event is being delayed, because the date and time shown on the ticket when the reply got added was 9 hours later. The event sent me the notification as soon as the parser pulled it into SmarterTrack. When nobody is logged in to SmarterTrack, I can log into SmarterMail and see the email sitting in the inbox. As soon as I log into SmarterTrack, the email gets processed. That tells me it isn't an email delay either.

So understanding that SmarterTrack should, and does process the email queues eventually, is there a particular url that I can call that will kick off the parser process at the time interval that I want it to?

Thanks!

Eddie

 

I see a parameter on the app pool under "Process Model" for "Idle Time-out" that is set to the default of 20 minutes. I just changed that to 0 minutes. Is that what you are thinking might be the culprit?

Thanks!

Eddie

Eddie,

 

The Idle Time-Out setting is a very likely reason that your app pool would be shutting down. This setting specifies the amount of time the app pool should stay active after the last user request was processed. Under the default setting, the app pool was shutting down about 20 minutes after your last session.

 

As Derek indicated, if your app pool shuts down, all of SmarterTrack's background processes will stop. Setting your Idle Time-Out to 0 will likely keep your app pool from shutting down. It is also possible that your app pool could be getting shut down some other way, but the only way to determine that would be to review the event logs on the server for the time that the app pool was terminated.

 

If you continue to have issues, you may want to consider opening a support ticket to get some targeted assistance.