Issue in schedule event

App Platform
1

Hi

There is a requirement to create two schedule event for sending reminders one for First Response SLA and second is for Resolution SLA

For this , we are creating a schedule for first response and resolution sla and the schedule is created.

When the scheduled event is called at the scheduled time ,the scheduled event gets triggered twice automatically for the first response due time and for resolution time the scheduled event does not get triggered. This happens when we deploy it in a sandbox and our production environment. But the scheduled event is executed perfectly on the local machine.

This is the example for the above mentioned scenario :
checking schedule ticket_269_1_reminder (schedule created for first response due )
checking schedule ticket_269_1_res_reminder (schedule create for resolution due)
$schedule.update {“status”:200,“message”:“Schedule updated”} (response for the created schedule)
$schedule.update {“status”:200,“message”:“Schedule updated”} (response for the resolution Schedule)

Log for the triggered schedule event

5:02:01 PM c696c Payload.data Type sla_reminders
5:02:01 PM c696c Payload.data Key fr
5:02:01 PM c696c Reminder {“id”:“1”,“name”:“test for reminder”,“emailsubject”:“sample SLA reminder”,“emailbody”:"


{{ticket.subject}} {{ticket.id}} {{ticket.url}} {{ticket.agent.name}} {{ticket.due_by_time}} {{ticket.requester.name}} {{ticket.requester.email}}",“Remind”:900,“RemindBase”:“60”,“remindTo”:[“100000103986”],“fromEmail":"sateshsoundar@gmail.com”,“filter”:[{“applicable”:“Priority”,“key”:“priority”,“values”:[“1”]},{“applicable”:“Group”,“key”:“group_id”,“values”:[“100000107622”]}]}
5:02:01 PM c696c Assigned agent : 100000102423
5:02:02 PM c696c SendTo 100000103986,100000102423,100000102424
5:02:02 PM c696c payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521109, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:02 PM c696c payload account_id 352738
5:02:02 PM c696c payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521109, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:02 PM c696c payload account_id 352738
5:02:02 PM c696c payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521109, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:02 PM c696c payload account_id 352738

The dulipacation

5:02:04 PM cafb5 Payload.data Type sla_reminders
5:02:04 PM cafb5 Payload.data Key fr
5:02:04 PM cafb5 Reminder {“id”:“1”,“name”:“test for reminder”,“emailsubject”:“sample SLA reminder”,“emailbody”:"


{{ticket.subject}} {{ticket.id}} {{ticket.url}} {{ticket.agent.name}} {{ticket.due_by_time}} {{ticket.requester.name}} {{ticket.requester.email}}",“Remind”:900,“RemindBase”:“60”,“remindTo”:[“100000103986”],“fromEmail":"sateshsoundar@gmail.com”,“filter”:[{“applicable”:“Priority”,“key”:“priority”,“values”:[“1”]},{“applicable”:“Group”,“key”:“group_id”,“values”:[“100000107622”]}]}
5:02:04 PM cafb5 Assigned agent : 100000102423
5:02:04 PM cafb5 SendTo 100000103986,100000102423,100000102424
5:02:05 PM cafb5 payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521106, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:05 PM cafb5 payload account_id 352738
5:02:05 PM cafb5 payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521106, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:05 PM cafb5 payload account_id 352738
5:02:05 PM cafb5 payload account_id { account_id: 352738, event: ‘onScheduledEvent’, timestamp: 1622633521106, iparams: { domain: ‘modusbox-fs-sandbox.freshservice.com’, apikey: ‘NO6u2mpnTJXHTWdfH5k1’, default: null, escalations: { ‘1’: [Object] }, timezones: { ‘0’: [Object], ‘1’: [Object], ‘2’: [Object], ‘3’: [Object], ‘4’: [Object], ‘5’: [Object], ‘6’: [Object], ‘7’: [Object], ‘8’: [Object], ‘9’: [Object], ‘10’: [Object], ‘11’: [Object], ‘12’: [Object], ‘13’: [Object], ‘14’: [Object], ‘15’: [Object], ‘16’: [Object], ‘17’: [Object], ‘18’: [Object], ‘19’: [Object], ‘20’: [Object], ‘21’: [Object], ‘22’: [Object], ‘23’: [Object], ‘24’: [Object], ‘25’: [Object], ‘26’: [Object], ‘27’: [Object], ‘28’: [Object], ‘29’: [Object], ‘30’: [Object], ‘31’: [Object], ‘32’: [Object], ‘33’: [Object], ‘34’: [Object], ‘35’: [Object], ‘36’: [Object], ‘37’: [Object], ‘38’: [Object], ‘39’: [Object], ‘40’: [Object], ‘41’: [Object], ‘42’: [Object], ‘43’: [Object], ‘44’: [Object], ‘45’: [Object], ‘46’: [Object], ‘47’: [Object], ‘48’: [Object], ‘49’: [Object], ‘50’: [Object], ‘51’: [Object], ‘52’: [Object], ‘53’: [Object], ‘54’: [Object], ‘55’: [Object], ‘56’: [Object], ‘57’: [Object], ‘58’: [Object], ‘59’: [Object], ‘60’: [Object], ‘61’: [Object], ‘62’: [Object], ‘63’: [Object], ‘64’: [Object], ‘65’: [Object], ‘66’: [Object], ‘67’: [Object], ‘68’: [Object], ‘69’: [Object], ‘70’: [Object], ‘71’: [Object], ‘72’: [Object], ‘73’: [Object], '7
5:02:05 PM cafb5 payload account_id 352738
3

Hey @Sateshsoundar_Namasi

Could you share the code snippet of the $schedule API in the app (hiding all the sensitive information)?

1 Like
4

Hi @prithvi
Please find the code snippet for both the schedule events below

let schedulename = `ticket_${ticketid}_${reminder.id}_reminder`;
              data.schedulename = schedulename;
              data.id = reminder.id;
              // Schedule an event based on the above time
              $schedule
              .create({
                name: schedulename,
                data: {
                  ticketpayload: data,
                  type: "sla_reminders",
                  key: "fr"
                },
                schedule_at: reminder.rtndate
              })
              .then(
                function (data) {
                  console.log(
                    "$schedule.create for first response due" + schedulename + " " + JSON.stringify(data)
                  );
                },
                function (err) {
                  console.error("Error in creating the Schedule");
                  console.error("$schedule.create " + JSON.stringify(err));
                }
              );

              //for resolution due date
              let schedulename_res = `ticket_${ticketid}_${reminder.id}_res_reminder`;
              data.schedulename = schedulename_res;
              data.id = reminder.id;
              // Schedule an event based on the above time
              $schedule
              .create({
                name: schedulename_res,
                data: {
                  ticketpayload: data,
                  type: "sla_reminders",
                  key: "res"
                },
                schedule_at: reminder.resdate
              })
              .then(
                function (data) {
                  console.log(
                    "$schedule.create for resolution due" + schedulename_res + " " + JSON.stringify(data)
                  );
                },
                function (err) {
                  console.error("Error in creating the Schedule");
                  console.error("$schedule.create " + JSON.stringify(err));
                }
              );
5

The code seems correct for the most part. Could you share the app id in DM so that we can take a look at it?

3 Likes