Robin, I'm having the same problem too. Version 2.3.1 I have two jobs and both run when I schedule one. Anyone have a fix for this??? Scott Quoting Robin Bowes :

Robin Bowes wrote:

...

Hi,

I have two GenericAgents defined.

Neither of them were scheduled to run.

I then scheduled one of them to run every 20 minutes, and found that *both* agents run every twenty minutes.

Anyone else see this? Is it a bug? (running 2.3.0rc1)

Let's call these jobs #1 and #2.

I've since added another job, cunningly called #3, and made job #2 invalid. I'm now seeing jobs #1 and #3 run at the same time, even though only job #1 is scheduled.

Seems like a definite bug to me. Can anyone confirm this?

R.

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Steven Carr wrote:

This is default behaviour as far as I know it, we have a single cron entry...

*/20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null

This runs *all* the GenericAgent jobs defined in Kernel/Config/GenericAgent.pm - it is up to you to include in the GenericAgent jobs methods to filter on. e.g. in our job that delete's spam we have a condition set "TicketCreateTimeOlderMinutes => 10080" so that only tickets older than 7 days will be acted upon.

That's not good. Each job should be scheduled separately. Especially since each job has a scheduler section which gives the impression that each job is independent. Definite bug, IMHO. R.

Nils Breunese (Lemonbit) wrote:

Robin Bowes wrote:

...

Steven Carr wrote:

...

This is default behaviour as far as I know it, we have a single cron entry... */20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null This runs *all* the GenericAgent jobs defined in Kernel/Config/GenericAgent.pm - it is up to you to include in the GenericAgent jobs methods to filter on. e.g. in our job that delete's spam we have a condition set "TicketCreateTimeOlderMinutes => 10080" so that only tickets older than 7 days will be acted upon.

That's not good. Each job should be scheduled separately. Especially since each job has a scheduler section which gives the impression that each job is independent.

Definite bug, IMHO.

Report bugs to http://bugs.otrs.org/ and they may get fixed.

Sure - but I'm sure you would prefer that bugs are confirmed as bugs before they get added to bugzilla? R.

Robin Bowes wrote:

Sure - but I'm sure you would prefer that bugs are confirmed as bugs before they get added to bugzilla?

If people want to ask others on the mailinglist if they see the same thing, fine, but if you have a problem and want to report it directly to Bugzilla, that's fine with me too. I'm just a user here.

Hey Nils - be nicer.

I just wanted to remind everyone here that Bugzilla is out there. A lot of people post about problems stating they hope it will get fixed, but don't actually report anyhting. It may have sounded grumpy, but I really wasn't trying to be. I may have been responding to the wrong post though. Nils Breunese.

Robin Bowes wrote:

Nils Breunese (Lemonbit) wrote:

...

I just wanted to remind everyone here that Bugzilla is out there. A lot of people post about problems stating they hope it will get fixed, but don't actually report anyhting. It may have sounded grumpy, but I really wasn't trying to be. I may have been responding to the wrong post though.

Sorry - one of my pet peeves.

I have no problem reporting bugs, but I loathe bugzilla, and hate that I have to register with any project I want to report a bug for, then fight my way through the many options (which module, which category, etc.).

It would be far better to have either an email address to send bugs to, or a web form for submitting them.

Open source is also about participating. If you can code, you could contribute code, but helping people out on mailinglists and reporting bugs are also forms of contributing. There is a reason bug trackers were created: receiving incomplete reports via mail or dealing with bogus mail via open mail forms deprives developers from getting any real work done. If you want things fixed, creating an account and reporting a problem sounds like not a very high price to pay for an application you can use free of charge. Of course you don't have to contribute, but I can totally see why developers set up things like Bugzilla and I hope you can too. Nils Breunese.

Robin Bowes wrote:

Bugzilla is still a pet peeve!

If you have suggestions for improvements, please report (haha) them. :o) But really, either the reporter has to go through getting his report into the right category for the right module or the developers have to do this for you. I could also just throw your report in a random place and hope the developers find it and care enough to move it to the correct location and fix it, but personally I have never had much trouble with entering bug reports. I'm not sure if you have a problem with Bugzilla in general, the Bugzilla setup at OTRS or bug trackers in general. If you know of a better bug tracker, suggest it to OTRS. If you know of a better way to set up Bugzilla (less/more/clearer categories/modules), let them know. Nils Breunese.

I use OTRS as a bug tracker for our engineering depts. as well as for trouble tickets within IS. It may lack some features of a full blown "bug tracker" but as far as we're concerned OTRS fits the bill just fine. Bugs are easily reported, engineers are all notified, the issue gets looked at/addressed/corrected, all steps to the solution are documented, and all involved parties are happy at the end of the day. I have been told by our engineers that setting up OTRS for them to track bugs/problems is one of the best things we have ever done for them. Brett Davis -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Friday, August 08, 2008 03:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] OT: Bugzilla (was Re: GenericAgents - schedule one, they all run) Nils Breunese (Lemonbit) wrote:

I could also just throw your report in a random place and hope the developers find it and care enough to move it to the correct location and fix it, but personally I have never had much trouble with entering bug reports.

I meant to say: "You could..."

If you know of a better bug tracker, suggest it to OTRS.

Maybe they could use OTRS as their own bug tracker? :o) Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

Hi Robin,

However, that doesn't mean that it shouldn't be as easy as possible to submit bug reports/enhancements requests.

If bug-submission is very easy, people will flood the developers with requests for fixes that somebody on the developer end has to categorize and maintain. The developers should spend their time developing the software, not managing requests from users.

Bugzilla is still a pet peeve!

Bugzilla is really a behemoth and hard to work with for normal users. But considering that OTRS is completely free software it is to be expected that the users will put up with more work on their part than if they had paid for the software. If people want it easier, I'm sure they can pay some company to install and maintain their OTRS installation, including filing bugs with bugzilla. -- Lars

Robin Bowes wrote:

<sarcasm>Oh yes, perish the thought. Fancy developers actually having anything to do with users.</sarcasm>

You have users; you have developers; presumably, the developers develop things that the users want, or am I being presumptuous there?

A little, I think. If developers would implement everything that users ask for, I don't think that would necessarily yield good software. (I'm a Apple desktop user myself, I know Apple is a big no-no on lots of open source mailinglists, but they do seem to get it IMHO.)

Making it hard for either users or developers to communicate with each other is a Bad Thing (tm).

The point is not making communication hard, the point is getting feedback that usable and to the point. That is harder for users than being able to throw random messages at developers, but it might just be a better idea in the end. Maybe you don't agree, sure.

Well, any project can take the attitude that this is "free software - you get what you pay for". The successful ones are those that take things to the next level and do things properly, including managing bugs/enhancement requests better.

Saying creating an account and selecting categories is too much trouble doesn't really sound like you want to put any effort in seeing those projects go forward. I totally understand that those projects focus on people that do put some effort in. It's a give and take situation. Nils Breunese.

Lars Jørgensen wrote:

Hi Steve,

...

This is default behaviour as far as I know it, we have a single cron entry...

*/20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null

This runs *all* the GenericAgent jobs defined in Kernel/Config/GenericAgent.pm

Then why the elaborate way of selecting when to run the individual jobs in SysConfig? Is that just for show?

To be honest I don't know, I didn't write it ;), though I think there are 2 methods of creating GenericAgents, there are the ones you can define in the admin section of the GUI which I thought were controlled by the cron job "GenericAgent.pl -c db" and then those which you write yourself in Perl in the GenericAgent.pm file. I just set it up and it works, I don't have the need to run agents at a particular time, all of our GA's are set to operate depending on the length of time a ticket has been in OTRS. Steve -- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007