Support Incident Tracker 3.24 review
DownloadSupport Incident Tracker (or SiT!) is a Web-based application for tracking technical support calls or emails. Support Incident Tra
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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's New in This Release:
Fixed service levels for reopened incidents, service level target 'opened' is now added making the next action 'initial response'
Fixed regression where 'mark for closure' was ignored and the incident was closed immediately
Lists number of incidents of each priority a user has on the user listings page.
Show more accurately who last updated the call on list incidents pages
Added multiple global signatures, one is choosen at random when email is sent.
Fixed bug where disabled user accounts would still display as having relevant skills
Fixed issue where URLs would not be shortened if they contained a % (percent) or $ (dollar) symbol
Fixed issues with URLs that contain colons
Incidents page informs you more accuratly who updated the call
Specified MySQL Engine type to be MyISAM on all table creations
Call opening notes are shown in tool tip after new incidents logged rather than reassign
BB Code. Basic set of BB codes supported in incident updates
Prevent summary and solution from being uncheck from close incident page since these are mandatory
Fixed bug with not sending closing email
send_template_email now store emails in the incident log
Holiday calendar is now functional
New holiday planner shows when all users are in/out
Users can now be placed in groups, view users shows just your own group by default
Users with 'edit user' permission can set users' holiday entitlement
Able to change external escalation details on bulk
View users now has links to 'Waiting' queues and holiday calendars
New interface for adding vendors
Ability to request email notification when a call is reassigned to a user
Users without valid email address are now prompted on the main page to edit their profile
Ability for administrators to disable users by editing a profile and setting status to 'Disabled Account'.
Force username to be unique when adding new users
Do incident switchover when changing status via edit profie
New report, average incident duration. Shows the time taken to close incidents over the months.
When session expires and user logs in again the user is now redirected the the previously accessed page rather than the main page.
Improved accuracy of SLA calculation
Added ability to edit/delete software records
When an inicdent is closed pending-reassignments are remove as necessary
When an incident is closed any related incidents are notified of the closure.
Added icons to priority selection dropdown for browsers that support it
Improved sorting of some tables, you can now click again on the column header to sort in the opposite direction ascending/descending
Holding queue locks now timeout after $CONFIG['record_lock_delay']
Ability to delete multiple held emails in one go
Ability to add resellers
Escalation can now be configured via a database table, though there is no GUI for this yet
External escalation partners can be configured via config file
Edit incident now lets you select an escalation path (assuming paths are configured in the escalationpaths database table)
Ability to add/edit/view tasks
Ability to add notes to tasks
Note owners can now delete their own notes
Basic incoming email handler now included with SiT, as inboundemail.php
New report incidents by software shows which software has the most incidents logged
Tidied more HTML
Fixed next action field, this is now stored and displayed again
Interface to configure external escalation partners
Made holiday booking easier
Added ability to check which users have been granted each permission
Support Incident Tracker 3.24 keywords