Scheduled Task not starting

HelpDesk
1

Hello!
I have a new problem...
I have scheduled a task to run every thursday at 7am. It should send an email to a specific person for each ticket in a certain status and note the run of the task in a field.

My main problem is, that the task doesn't start automatically. The condition works, when I start it manually, but it doesn't start on its own.

This is a screenshot if the last logs:

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I tested it on the 15th of january and still had some issues with the configuration (I believe, I had to update the HelpDesk), but it was activated and should have at least tried to run on the 16th, but it didn't. It also didn't run on the 23rd. So I started it manually this week on the 28th.
Up until that point I had it scheduled as a weekly task, like this:
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And I thought, maybe that setup has a problem, so I also tried setting it up as a daily task that repeats every 7 days. Like this:
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Which means, it should have run 1.5 hours ago, but again, I had to start it manually.

In the overview of the scheduled tasks there also isn't a date for the next run:
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Am I missing anything? How can I get the task to run automatically?

2

Hello Lea! I have asked developers to check this bug.

3

Lea, is it possible to provide access to your HelpDesk site where the issue can be reproduced?

4

Lea, we released a fix for the scheduler recently but tasks created before that were not affected. Please create the task from scratch, wait for 5 minutes, and reload the page with the task list: the next run time should be displayed.

5

Hello Evgeniy :blush:
Thank you for your replies! I recreated the task and after 30 minutes and reloading the page, the next run time is not being displayed.

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Do I have to run it manually once? Or do I need the V2.1.43 Update?

Should I still check if I can provide access to my HelpDesk site for issue reproduction?

6

Hello Lea! Please update HelpDesk to the latest version, clear browser cache, and re-create the task. If it does not show the next run time after 5-10 minutes, please provide access for me. I will need at least edit permissions to the HelpDesk site. If a 'Scheduler Tasks' list has unique permissions, please grant them for me too.

7

Hello Evgeniy :blush:
I have updated the HelpDesk, cleared the browser cache and re-created the task, as you said, but there is still no next run time showing and the task doesn't start on its own.
I am not allowed to provide access for you. Is there any way, I can troubleshoot this myself?
I have set up a scheduled task for another HelpDesk, where it worked fine. The main difference between the two HelpDesks that I could identify is, that the one where the scheduled task is not working has a lot more tickets (~3150) and those tickets have significantly more fields. Could that cause the issue?

8

Hello Lea! Could you share URLs of the problem and normal HelpDesks? I will ask developers how to research the issue further.

9

@Lea, we have published a fix. Please deactivate and activate the required tasks and wait a while - the next run time should appear this time. If it does not, please let me know.