What are Custom Scheduler Jobs?

The Custom Scheduler jobs are defined to perform a specific task at a scheduled date and time. These jobs are executed at the backend of the SummitAI application without any human intervention. These jobs need to be configured using the Custom Scheduler and enabled or disabled based on the organization’s requirements. For example, a job can be scheduled for sending e-mail notifications for violation of Incident Response SLA.

The jobs can be enabled/disabled, or configured using the CUSTOM SCHEDULER page (Admin > Basic > Infrastructure > Custom Scheduler).

Scheduled Job Limitation

When trying to execute jobs such as “Push Report Job, User import Job, etc." the jobs fail occasionally. This is because of permission issue associated with the user executing the job. This limitation is applicable for all modules.

When the jobs fail to execute using the SummitScheduler job using the Local System account an alternative workaround is to run the SummitScheduler job using the “service account”. Upon running the SummitScheduler job using the “service account” the failed jobs will be executed successfully.

To run the SummitScheduler using the service account, perform the following steps:

Press Windows key + R.
Run window is displayed.

Figure: Run
In the run window enter services.msc and press OK.
Select SummitScheduler then right click and select Properties.

Figure: Services
Select Log On tab and then select This Account.

Figure: Service Properties
Click Browse and select service account then provide password.
Click OK and re-start SummitScheduler job.

To run the job, you must run the corresponding .exe from Task Scheduler.

Example:

To schedule the Izenda scheduler job, perform the following steps:

Navigate to Task Scheduler > Create Task > Mention Task Name in the General Tab.

Figure: General Tab
Click Triggers tab and configure schedule.
Click Actions Tab and then New.
Select the path of Izenda scheduler.exe and configure command line arguments.

Figure: Actions Tab

Figure: Actions Tab
Click OK.

Note:

For any issues reach to the Support Team.

List of Custom Scheduler Jobs

Following is the list of Custom Scheduler Jobs available in the SummitAI application, which can be enabled/disabled or configured as per the specific requirements of the organization.

Job Name	Job Group Name	Parameter	Runs At	Recommended Run Frequency	Job Description

Job Name	Job Group Name	Parameter	Runs At	Recommended Run Frequency	Job Description
Incident Management
IM Reminder	Incident Management	-m TICKETREMINDER	SummitAI Server	Every 15 Mins	This job sends Reminder e-mails for Incidents.
IM Auto Escalation - Resolution	Incident Management	-m AUTOESCALATION	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job sends Escalation e-mails for Incident Response/Resolution/Pending Status based on the defined time period.
IM Auto Close Incident	Incident Management	-m AUTOCLOSETICKETS	SummitAI Server	Every 1 Day	This job auto-closes resolved Incidents after the defined time period.
Recurring Incident	Incident Management	-m RECURRINGTICKETGENERATION	SummitAI Server	Every 1 Day	This job generates recurrent Incidents.
IM SLA Workgroup Alert	Incident Management	-m SLAWORKGROUPALERT	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job sends Response and Resolution notifications when 50% /75% /100% of SLA Time is elapsed.
IM Calculate SLA Elapse Time	Incident Management	-m CAL_SLA_ELAPSETIME	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job calculates the SLA elapsed time for Incidents.
IM Auto Escalation - Un Assigned	Incident Management	-m IM_ESCALATION_UNASSIGNEDSTATUS	SummitAI Server	Every 5 Mins	This job sends notification e-mails for violation of Incident Response Time.
IM Auto Escalation - Pending	Incident Management	-m IM_ESCALATION_PENDINGSTATUS	SummitAI Server	Every 30 Mins (Modify as per SLA)	This job sends notification e-mails for violation of Pending Incidents.
IM Reminder - Pending Incident mail to Caller	Incident Management	-m IM_PENDING_ALERT_FOR_USER_ACTION	SummitAI Server	Every 1 Hour	This job sends reminder e-mails to End Users for Pending Incidents.
IM Auto Feedback Notification	Incident Management	-m IM_AUTOFEEDBACKTICKET	SummitAI Server	Every 1 Day	This job sends e-mail notifications to End user for feedback on resolved/closed Incidents.
Major Incident Notification	Incident Management	-m IM_MAJORINCIDENT_SENDNOTIFICATION	SummitAI Server	Every 5 Mins	This job sends e-mail notifications when a Major Incident is logged.
IM Feedback Reminder	Incident Management	-m IM_FEEDBACK_REMINDER	SummitAI Server	Every 1 Day	This job schedules e-mail reminders for End Users to provide feedback for resolved Incidents.
ETR Escalation Notification	Incident Management	-m IM_ESCALATION_ETR	SummitAI Server	Every 1 Hour	This job sends Notification e-mails for ETR Escalations.
SMS To Incident	Incident Management	-m PARSER_SMS_TO_TICKET	SummitAI Server	Every 3 Mins	This job parses incoming SMS text and logs an Incident.
IM Auto Escalation - Response Awaited	Incident Management	-m IM_ESCALATION_SENDMAIL_SENT_DATETIME	SummitAI Server	Every 30 Mins	This job escalates Incidents based on e-mail sent time using the Send Email Option on the Incident details page.
Auto Resolve Pending Ticket for IM	Incident Management	-m IM_AUTORESOLVE_PENDINGTICKETS	SummitAI Server	Every 1 Hour	This job auto-resolves Pending Incidents based on the configured parameters.
Gamification:Schedule Action Item	Incident Management	-m GAMIFICATION_PROCESSITEMS	SummitAI Server	Every 1 Day	This job processes the scheduled Gamification Action Items.
EMail Parsing	Incident Management	-m PARSER_MAIL_TO_TICKET	SummitAI Server	Every 3 Mins	This job parses e-mails for logging and updating Incidents.
Service Request
Auto Close SR	Service Request	-m AUTOCLOSE_SRTICKETS	SummitAI Server	Every 1 Day	This job auto-closes resolved Service Requests based on the configured Auto Closure Days.
SR Calculate SLA Elapse Time	Service Request	-m CAL_SLA_ELAPSETIME_SR	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job calculates the SLA elapsed time for SRs.
SR Auto Escalation - Resolution	Service Request	-m SR_AUTOESCALATION	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job auto-escalates Service Requests based on Resolution Time SLA.
SR SLA Workgroup Alert	Service Request	-m SR_SLAWORKGROUPALERT	SummitAI Server	Every 10 Mins (Modify as per SLA)	This job sends e-mail notifications to the Workgroups Owners for SLA violation of Service Requests.
SR Reminder	Service Request	-m SR_TICKETREMINDER	SummitAI Server	Every 15 Mins	This job sends reminders for Service Requests, which have scheduled reminders.
SCM Auto Escalation	Service Request	-m SC_AUTOESCALATION	SummitAI Server	Every 1 Hour	This job auto-escalates Service Catalog Approvals.
SR Auto Approval	Service Request	-m AUTOAPPROVESR	SummitAI Server	Every 30 Mins	This job auto-approves Service Requests based on the configured criteria.
SR Auto Escalation - Pending	Service Request	-m SR_ESCALATION_PENDINGSTATUS	SummitAI Server	Every 30 Mins	This job sends notification e-mails for auto-escalation of Pending SRs.
SR Auto Escalation - Un Assigned	Service Request	-m SR_ESCALATION_UNASSIGNEDSTATUS	SummitAI Server	Every 5 Mins	This job sends notification e-mails for violation of SR Response Time.
SR Extend for Service Validity	Service Request	-m SR_PERIOD_EXTEND	SummitAI Server	Every 1 Hour	This job sends notification e-mails for extending the Service Validity date.
SR Decommission for Service Validity	Service Request	-m SR_DECOMMISSION	SummitAI Server	Every 1 Hour	This job sends notification e-mails when an SR is nearing the Decommission Date. This is based on Service Validity.
SR Auto Cancel	Service Request	-m SR_AUTO_CANCEL	SummitAI Server	Every 1 Hour	This job auto-cancels SRs based on the predefined date.
SR Reminder - To Approver	Service Request	-m SUMMIT_REMINDERMAILFORAPPROVER	SummitAI Server	Every 1 Hour	This job sends reminder e-mails to SR Approvers.
SR Reminder - Recertification mail to Manager	Service Request	-m SUMMIT_RCM_REMINDERMAIL	SummitAI Server	Every 1 Day	This job sends Recertification reminder e-mails to the Managers.
SR Reminder - Pending Service Request mail to Caller	Service Request	-m SR_PENDING_ALERT_FOR_USER_ACTION	SummitAI Server	Every 1 Hour	This job sends reminder e-mails to End Users for Pending Service Requests.
SR Auto Escalation - Pending For Approval	Service Request	-m SR_ESCALATE_UNAPPROVEDREQUESTS	SummitAI Server	Every 1 Hour	This job sends Escalation e-mails for pending SR approvals based on the defined time period.
SR Auto Feedback Notification	Service Request	-m SR_AUTOFEEDBACKTICKET	SummitAI Server	Every 1 Day	This job sends e-mail notifications to End user for feedback on resolved/closed Service Requests.
SR Feedback Reminder	Service Request	-m SR_FEEDBACK_REMINDER	SummitAI Server	Every 1 Day	This job schedules e-mail reminders for End Users to provide feedback for resolved Service Requests.
SR Auto Work Order Creation	Service Request	-m SR_AWOBY_CREATIONDATE	SummitAI Server	Every 5 Mins	This job creates auto Work Orders linked to Service Requests.
Recurring Service Request	Service Request	-m RECURRINGSERVICEREQUEST	SummitAI Server	Every 1 Day	This job generates recurring Service Requests.
Auto Resolve Pending Ticket for SR	Service Request	-m SR_AUTORESOLVE_PENDINGTICKETS	SummitAI Server	Every 1 Hour	This job auto-resolves the Pending Service Requests based on the configured parameters.
SR Reminder - To All Current Approver	Service Request	-m SUMMIT_ALLSRAPPROVERREMINDERMAIL	SummitAI Server	Every 1 Hour	This job sends Reminder e-mails to the Service Request Approvers.
Gamification:Schedule Action Item	Service Request	-m GAMIFICATION_PROCESSITEMS	SummitAI Server	Every 1 Day	This job processes the scheduled Gamification Action Items.
EMail Parsing	Service Request

Configuring Custom Scheduler

What are Custom Scheduler Jobs?

Scheduled Job Limitation

List of Custom Scheduler Jobs