Schedule email parser in SmarterTrack?
Question asked by Eddie Seasholtz - February 22 at 11:31 PM
Answered
I migrated from Kayako to SmarterTrack a year or so ago and with Kayako, there was a web page we could call that would trigger the parser to process using wget and a schedule task.
 
In my case, I'm the only person who logs into the web interface to work on tickets, and I'm not always logged in. So it can sometimes take several hours for SmarterTrack to process a ticket and send me an email notification when a ticket email comes into an mail queue.
 
But then, I notice as soon as I login to the management interface, the parser runs and the email notices are triggered.
 
Does anyone know what SmarterTrack url I can use with wget to trigger the mail parser to process such that I can set it up on a scheduled task and hit that URL about every 5 minutes?
 
Thanks!
 
Eddie
 
 
 

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Derek Curtis Replied
Employee Post Marked As Answer
Hi, Eddie
 
I'm guessing you have an event, or a couple of events, set up to let you know when a ticket comes in? (If not, and you don't stay logged into the interface, setting up a notification event or events is a good idea.) 
 
As long as the app pool used by SmarterTrack continues to run, those events should fire. If you're shutting down the app pool through IIS or something due to lack of activity, that could affect the events and keep them from firing when a new ticket comes in. However, as long as the app pool remains active, the events will fire. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Eddie Seasholtz Replied
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
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Eddie Seasholtz Replied
And in the mean time, what parameters would shut down the app pool due to inactivity? I'm running the latest version of SmarterTrack on Server 2016. If you have an idea, I'm open to checking it out.
 
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
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Eddie Seasholtz Replied
Derek, are you coming back?  I could really use a hand getting the parser to run at regular intervals.
 
Thanks!
 
Eddie
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Andrew Barker Replied
Employee Post
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.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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