SLA - not marking tickets as past due until tickets are opened

IT_Kat

I'm having a weird issue. The SLAs seem to be counting time correctly - but it doesn't actually mark the ticket as past due until I open the ticket. Am I missing something? Should I have a chron job running in the background?

V1.12 installed on CentOS v7.6

ntozier

IT_Kat Should I have a chron job running in the background?

Tickets get marked as overdue and other things on staff activity if you do not have cron running. So I would. Otherwise if no staff log in for a week... your emails aren't getting collected, things aren't becoming over due, etc.

IT_Kat

ntozier

Gotcha, thank you! We're still in the PoC stage and I hadn't gotten to adding the email address yet so hadn't noticed! I'm a bit of a newb for Linux. I'll research and see if I can figure out how to add the chron job!

ntozier

It's honestly not that hard. ? A quick google should suffice.

Also of note is this:
https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

The line might not be perfect for your host OS. Generally nobody is replaced by the user that the webserver is running as.