Support Incident Tracker

Support Incident Tracker (or SiT!) is a Web-based application for tracking technical support calls or emails.

Support Incident Tracker project can manage contacts, sites, technical support contracts, and support incidents in one place. You can send and receive email directly from SiT!, attaching files and recording every communication in the incident log.

SiT! is aware of Service Level Agreements, and incidents are flagged if they stray outside of them.

Support Incident Tracker grew out of an application developed by Salford Software since 2000 called Webtrack and is used in-house by Support Engineers to easily track support incidents.

What is new in this release:

• This version includes security fixes for some issues, resolves a problem configuring inventory types, and fixes a number of error messages related to input checking.
• In addition, this release includes updated translations for Portuguese and German.

What is new in version 3.63:

• Many minor and not so minor bug fixes
• Fixed some security vulnerabilities (SA43612) discovered by Autosec Tools and also some found by Knud Erik Hojgard from nSense
• New Persian/Farsi (fa-IR) translation (90%) by Mahdi Heidari
• New Polish (pl-PL) translation (90%) by Tom Kapelko & Urszula Gola
• Updated German (de-DE) translation (100%) by Gabriele Pohl & Raffael Luthiger
• Updated Russian (ru-RU) translation (100%) by АлекCей Нaзaров
• Support for right-to-left languages (currently Arabic and Persian)

What is new in version 3.45:

• Changes since the last release:
• A long awaited configuration/settings interface
• Much improved Inbound Email parsing and connection/error handling o Allow choice of 'inbox' and archive folder
• End of htdocs! We've rearranged the file layout of SiT; the 'htdocs' folder is no more, making it easier to deploy and to give you a nicer URL
• Easier setup - no need to set the application path or include path any more and setup guides you through creating a directory to store attachments
• Added ability for portal users to create emails in the holding queue rather than incidents
• Added stub translations for: Catalan and Slovenian
• Added partial translations for Russian and Mexican Spanish
• Updated and improved German and Italian translations
• Improved i18n
• Improvements to billing
• Debug Logging
• When emails are received for closed incidents, there is now an option to reopen and add it straight from the holding queue
• The list of available languages is now configurable and new languages can be added on-the-fly
• Issues Resolved since the last release:
• 0000471: [setup/config] When changing settings on the "Service levels" page, the incorrect flags are written to the DB - resolved.
• 0000307: [reports] feedback6.php and feedback7.php should be renamed (ivan) - resolved.
• 0000495: [i18n] i18n missing for TRIGGER_HIDDEN_ERROR (kieran) - resolved.
• 0000509: [contracts] missing one bracket - resolved.
• 0000510: [contracts] link file name is wrong (ivan) - resolved.
• 0000479: [other] oxygen/16x16/messageflag.png missing (kieran) - resolved.
• 0000340: [holidays] Holiday requests are broken by various email clients (ivan) - resolved.
• 0000492: [other] Need to secure attachments dir (ivan) - resolved.
• 0000491: [other] Can't turn errors off (ivan) - resolved.
• 0000490: [other] Attachments via updates use old method (kieran) - resolved.
• 0000480: [other] Rename 'chase' (ivan) - resolved.
• 0000482: [incidents] Related incident shows this incident's title (ivan) - resolved.
• 0000317: [outbound email] Unable to set visibility on manually created emails (ivan) - resolved. o 0000320: [outbound email] cant create templates of type incident (ivan) - resolved.
• 0000507: [reports] report incidents by engineer does not check input (paulh) - resolved.
• 0000476: [knowledge base] kbarticles.published is 0000-00-00 00:00:00 (ivan) - resolved.
• 0000416: [other] {userrealname} replaces incorrectly (kieran) - resolved.
• 0000452: [setup/config] Array type config variables broken (ivan) - resolved.
• 0000456: [portal] Portal uses unchecked variables (ivan) - resolved.
• 0000459: [knowledge base] Editing kb articles removes Additional Infos (ivan) - resolved.
• 0000460: [other] html_redirect problems outside of htdocs (ivan) - resolved.
• 0000465: [triggers] Too many new lines in trigger emails (ivan) - resolved.
• 0000473: [holidays] Booking one days holiday tries to book two (ivan) - resolved.
• 0000437: [reports] SQL error reported on External Engineer Call Distribution report (ivan) - resolved.
• 0000494: [dashboard] edit dashlet items broken (ivan) - resolved.
• 0000497: [other] Release notes (ivan) - resolved.
• 0000134: [scheduler] auto_chase uses deprecated send_template_email() function (ivan) - resolved.
• 0000257: [inbound email] No contract found matching (ivan) - resolved.
• 0000523: [outbound email] Outbound email appears as blank when rx'd in some clients (ivan) - resolved.
• 0000467: [other] Gravatars broken (ivan) - resolved.
• 0000219: [i18n] Hardcoded text in : Triggers --> Add trigger --> template pull down menu (kieran) - resolved.
• 0000525: [other] Error on statistics page (ivan) - resolved.
• 0000511: [incidents] cant delete multiple items from holding queue (paulh) - resolved.
• 0000521: [outbound email] Outbound email requires php imap extension (ivan) - resolved.
• 0000526: [incidents] Add incident page doesn't ask for version number / service pack (ivan) - resolved.
• 0000529: [triggers] Cannot delete another users trigger actions (ivan) - resolved.
• 0000498: [incidents] Unable to add incident (ivan) - resolved.
• 0000499: [profiles] Timezone not displaying correctly (ivan) - resolved.
• 0000280: [setup/config] in reconfigure - option to remove the example data (ivan) - resolved.
• 0000278: [incidents] Finding contracts when adding incidents does not find "Pan, Peter" (ivan) - resolved.
• 0000504: [portal] Errors in the portal (ivan) - resolved.
• 0000505: [reports] Ability to filter marketing report by site type (ivan) - resolved.
• 0000198: [triggers] Trigger error after approving a billable incident (ivan) - resolved.
• 0000441: [billing] upgrade transactions to new format (paulh) - resolved.
• 0000502: [other] html_redirect problems outside of / - resolved.
• 0000477: [timesheet] unable to decline timesheets (paulh) - resolved.
• 0000469: [reports] Links from within the Reports pages do not redirect correctly - resolved.
• 0000214: [incidents] Re-arrange add-incident form to avoid scrolling (ivan) - resolved.
• 0000417: [other] Journal is not linked on menu (ivan) - resolved.
• 0000431: [setup/config] Setup gets stuck in a loop (ivan) - resolved.
• 0000410: [inbound email] Portal created incident popup from the holding que does not allow it to be assigned. (paulh) - resolved.
• 0000036: [incidents] updates.currentstatus not always set (paulh) - resolved.
• 0000391: [incidents] current owner not populated (paulh) - resolved.
• 0000451: [timesheet] Unable to approve timesheets in SVN (paulh) - resolved.
• 0000448: [reports] Site products matrix report not on menu (ivan) - resolved.
• 0000196: [setup/config] We should use set_include_path.inc.php instead of modifying php.ini (ivan) - resolved. o 0000390: [timesheet] Cant add entries to timesheet (paulh) - resolved.
• 0000438: [billing] Billing 'limit' unclear (paulh) - resolved.
• 0000442: [billing] update_contract_balance called incorrectly (paulh) - resolved.
• 0000440: [billing] edit_service button always says transfer (paulh) - resolved.
• 0000429: [billing] Move billing functions to lib/ (paulh) - resolved. o 0000401: [billing] After approving a billable incident you get a SQL error (paulh) - resolved. o 0000428: [billing] Billing functions need documenting (paulh) - resolved. o 0000436: [billing] Update transactions on adjusting a incident (paulh) - resolved.
• 0000433: [billing] Update shows billing time inseconds (paulh) - resolved.
• 0000434: [billing] Prevent engineer starting multiple activities (paulh) - resolved.
• 0000430: [portal] contracts.php viewable without auth (paulh) - resolved.
• 0000082: [other] Tabbed configuration page (ivan) - resolved.
• 0000415: [triggers] {contactphone} not replaced (ivan) - resolved.
• 0000420: [search] Search box doesn't work outside of root (paulh) - resolved.
• 0000421: [incidents] Autosave emails misisng reply to address (paulh) - resolved.
• 0000324: [outbound email] Tidy email.inc.php (ivan) - resolved.
• 0000331: [setup/config] Config page should hide passwords (ivan) - resolved.
• 0000237: [tasks] Ability to change task ownership (ivan) - resolved.
• 0000373: [holidays] Booking holidays in the future gives them a day early (ivan) - resolved.
• 0000314: [reports] Report showing more details of site usage of service (paulh) - resolved.
• 0000245: [reports] "SYLK: File format is not valid" error message when you open csv in Excel (paulh) - resolved.
• 0000379: [billing] Example of transfers (paulh) - resolved.
• 0000407: [billing] Show FoC column in summary report (paulh) - resolved.
• 0000356: [dashboard] watch_incidents adding a incident (ivan) - resolved.
• 0000388: [notices] Incident assignment notices dont work if your in a subdir of htdocs (ivan) - resolved.
• 0000188: [other] Remove spellchecking code (ivan) - resolved.
• 0000367: [inbound email] Mail connection failures result in blank emails (kieran) - resolved.
• 0000369: [contracts] contracts page does not show reseller (paulh) - resolved.
• 0000386: [billing] Transactions.php show more details (paulh) - resolved.
• 0000378: [billing] Store PO number on service (paulh) - resolved.
• 0000380: [billing] Title on service (paulh) - resolved.
• 0000358: [incidents] Remove incidents/action.inc.php (paulh) - resolved.
• 0000368: [other] Write trigger_errors to disk (ivan) - resolved.
• 0000363: [calendar] From April 2009 beginning of week starts on a Sunday (ivan) - resolved.
• 0000339: [incidents] Reopen page broken (kieran) - resolved.
• 0000138: [incidents] Emoticons (kieran) - resolved.
• 0000353: [other] Statistics total for vendor blank (paulh) - resolved.
• 0000348: [incidents] Timeof next action interface problem (paulh) - resolved.
• 0000351: [holidays] Unable to book holidays as free (paulh) - resolved.
• 0000347: [incidents] Time to next action controls act strangely (ivan) - resolved.
• 0000341: [setup/config] Register globals error should be fatal (ivan) - resolved.
• 0000226: [i18n] Hardcoded language --> You are using a pre-release version (ivan) - resolved.
• 0000325: [setup/config] Type error in set_include_path.inc.php-dist (paulh) - resolved.
• 0000301: [reports] site_incidents.php incorrect (paulh) - resolved.
• 0000275: [inbound email] imap choice of sub-folder (kieran) - resolved.
• 0000215: [i18n] Language hardcoded - Dashboard -> Statistics of the day (ivan) - resolved.
• 0000240: [contracts] Changing the product assigned to a contract breaks the contract (ivan) - resolved.
• 0000299: [incidents] Add incident doesn't move attachments correctly (ivan) - resolved.
• 0000296: [other] Log 'hidden' errors (ivan) - resolved.
• 0000300: [incidents] Column 'type' specified twice (ivan) - resolved.
• 0000269: [inbound email] Mime decoding not up to scratch (kieran) - resolved. o 0000270: [inbound email] Accented characters truncate inbound email body (kieran) - resolved.
• 0000297: [inbound email] Email connection ignores user (kieran) - resolved.
• 0000298: [inbound email] Be able to specify incomingmail 'inbox' (kieran) - resolved.
• 0000068: [outbound email] Support Manager config (ivan) - resolved.
• 0000292: [other] Rename "View Incidents" and "Watch Incidents" (kieran) - resolved.
• 0000177: [billing] one click start/stop activity (paulh) - resolved.
• 0000218: [i18n] Hardcoded text in the triggers page (kieran) - resolved.
• 0000229: [billing] Ability to edit duration on activities (paulh) - resolved.
• 0000266: [portal] Make portal creating incidents optional (kieran) - resolved.

What is new in version 3.41:

• 0000339: [incidents] Reopen page broken (kieran) - resolved.
• 0000322: [other] bbcode [[att = should be optional (ivan) - resolved.
• 0000262: [profiles] finish bracket shows up in when editing a user & Email shown outside box layout (ivan) - resolved.
• 0000321: [outbound email] autosave notice icon missing (paulh) - resolved.
• 0000310: [dashboard] Cannot remove items from Watch Incidents dashlet (ivan) - resolved.
• 0000283: [incidents] After sending an e-mail to a client from the incident details page, redirect fails (ivan) - resolved.
• 0000287: [profiles] Password for engineers cannot be changed from their profile (ivan) - resolved.
• 0000279: [incidents] Creating a new user from the add-incident page returns back to wrong page (ivan) - resolved.
• 0000223: [i18n] $strCancel missing (paulh) - resolved.
• 0000261: [incidents] When trying to close an open incident javascript is not found (ivan) - resolved.
• 0000268: [incidents] Forename is missing on the find contact stage of add incident (kieran) - resolved.
• 0000247: [billing] Completing activity doesn't update incidents table (paulh) - resolved.
• 0000256: [inbound email] Assigning a mail to a fictive incident number --> reassign causes an error (paulh) - resolved.
• 0000263: [inbound email] Inbound email uses the wrong port by default (kieran) - resolved.
• 0000253: [scheduler] auto.php doesn't call inboundemail.php when.. (ivan) - resolved.
• 0000259: [portal] Help tooltips are broken in the portal (ivan) - resolved.
• 0000258: [portal] Portal edit user details doesn't check permissions properly (ivan) - resolved.
• 0000241: [portal] can't change password in portal (ivan) - resolved.
• 0000236: [setup] $CONFIG['closure_delay'] missing from defaults (ivan) - resolved.
• 0000251: [portal] Customer admins can associate contracts of other companies (ivan) - resolved.
• 0000246: [incidents] Malformed sql query in reopen_incident.php module (paulh) - resolved.
• 0000225: [i18n] "Day View" is hardcoded (ivan) - resolved.
• 0000230: [billing] Permission for editing duration of activities (paulh) - resolved.
• 0000239: [billing] One time service balance editor should hide Transfer when N/A (paulh) - resolved.
• 0000106: [other] Merge autocomplete.php into ajaxdata.php (paulh) - resolved.
• 0000242: [sites & contacts] Problems editing contacts (ivan) - resolved.
• 0000222: [i18n] $strHolidayAfternoonOnly not defined in language file (kieran) - resolved.

What is new in version 3.40:

• This release provides Danish and Portuguese language support and an updated Spanish translation, along with important new features such as billing, inventory, and POP/IMAP incoming mail support.
• Many minor and some not so minor bugs have been fixed.

What is new in version 3.40 Beta 1:

• his is a *BETA* Release, it is not intended for use in a live production environment. Please do not upgrade a stable release to this version or expect this version to upgrade to a stable version later. This release is for you to test, provide feedback and to help with further development.