Cron Job or any Job scheduler
Once Faveo has been installed & configured, a Job scheduler needs to be configured to run Faveo Cron URL which will allow Faveo application to perform tasks such as Fetch email, generate reports etc
To configure your Cron Job URL browse to following path in Faveo.
Path: Admin Panel >> Setting >> Cron
Note: If Job scheduler is not configured Faveo will not be able to read emails or send emails and many other functionalities of Faveo will not work as expected
There are two cron URL’s available which can be configured as per preference
- CLI Cron - This is a single cron URL for all services
- Curl Cron - This has multiple cron URL's for different services. This is not recommended to be used
In order to configure cron using CLI we need to type the cron URL under server Cron settings:
Cron URL Example:
/usr/bin/php-cli /home/faveo/public_html/support/artisan schedule:run >> /dev/null 2>&1
Where:
* /usr/bin/php-cli is Cron Trigger Location. This is the path where PHP is installed & configured on your server
* >> is for redirect
* /dev/null is a black hole where any data sent, will be discarded
* 2 is the file descriptor for Standard Error
* > is for redirect
* & is the symbol for file descriptor (without it, the following 1 would be considered a filename)
* 1 is the file descriptor for Standard Out
Note: We need to put your server PHP path in front of the cron URL. The path shown in the link above is for reference purpose and will vary according to your server PHP install location
Once the Cron URL has been set we can choose which job to run along with our preferred time interval
Faveo allows Admin to configure cron job for following tasks.
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Email fetching: In order to allow Faveo to read email and create ticket we need to enable ‘Email fetching’ cron job by checking the box ‘Fetch on auto-cron’. We recommend to run this Cron URL at the interval of 5 minutes.
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Auto-close workflow: This cron works in sync with ‘close ticket workflow’ and will close the ticket as per the setting specified in ‘close ticket workflow’. We recommend to run this URL once in a day.
For example, if we have set the ticket to be auto close after 15 days and no activity/update has been performed on the ticket by either agent or user then the Cron will check for these ticket – calculate the number of days as per ‘close ticket workflow’ and if eligible for closure will close the ticket at the end of the day
Note: The auto close workflow only lists the ticket under auto closure where last reply is from users and not agents
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SLA Escalation: This cron will look for all the ticket whose predefined SLA has been breached and escalate them to the configured next level. We recommend to run this URL every 30 minutes.
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Browser Notification: This cron is the extension of ‘Sla Escalation’ and will enable users to receive notification of the SLA breach for the ticket on the browser. We recommend to run this URL every 30 minutes.
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Daily Summary: This Cron enable Admins to receive summary of all the ticket activities performed i.e. number of tickets created, number of tickets closed, number of tickets escalated etc within preconfigured time period. We recommend to run this URL Daily at a predefined time i.e. Daily at 12:30PM
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Follow-up notification: This Cron enable agents to receive email-based notification if any follow-up on the ticket is been scheduled. We recommend to run this URL every 30 minutes.
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Fetch AD Users: This cron enable Faveo to check users within specific OU using LDAP and update Faveo accordingly. For example, if 2 new users were created in the organisation server Faveo will sync and create those users automatically into the application. We recommend to run this URL weekly once