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Support Incident Tracker (or SiT! as it is usually shortened to) is a Free Software/Open Source (GPL) web based application for technical support teams to use to track communications.

This brief introduction aims to make you familiar with the most important concepts behind SiT! so that you can begin to work with it quickly.



See also About SiT

SiT! is a fully featured and mature application designed specifically to track technical support Incidents, in addition to this it has many functions that help to manage a team (or teams) of engineers and to improve engineer collaboration.

SiT! is not bug tracker, although it can be used to track any kind of issue, there are more specialised tools available for tracking bugs.

Each person to be supported in SiT! is called a Contact and typically must have a Contract entitling him/her to receive support before an Incident can be logged.

Once an appropriate Contract with a related SLA (Service Level Agreement) is in place, Contacts can submit support requests via a web Portal or by email.

Incidents are then assigned to queues belonging to a engineeers who have the appropriate skills to find a resolution to the issues raised.


See also Incidents

As is clear from the name Support Incident tracker, incidents are an important part of SiT!, 'Incident' is the name we use for what may also be referred to as a 'support call'. 'service request' or 'helpdesk ticket'. An incident contains all the information relating to an issue raised by the the Contact in a single place, everything from details of the current status of the incident to a complete history of actions and communication over the period the incident has been open.


See also Sites

Every organisation that you provide to support to is referred to as a site and each site can have a number of contacts. Contacts are the individuals within an organisation that you provide support to.


See also Contracts

Before you can add an incident on behalf of a contact there must first be an agreement in place to provide such support, these agreements are referred to within SiT as 'contracts'. Each contract specifies which contacts can receive support, how long they are entitled to be supported and for which product they are supported.

Service Level Agreements (SLA)

See also SLA

Each incident created is allocated a service level (sometimes referred to as an SLA, or service level agreement) according to the service level set in the contract. The service level targets define an amount of time allowed for the incident to reach a certain stage of progression, ensuring your team meet these targets helps you to provide a better service. Targets have different times for each incident priority so you can aim to respond to high priority incidents faster.

Incident Queues

See also Incident Queues
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Knowledge Base

See also Knowledge Base

The Knowledge Base is a collection of articles written by Engineers and categorised by Skill. Contacts can view the knowledge base by logging into the Portal or it can be configured to be public.

This knowledge can be used to see the result next time someone has a similar problem, and fix the problem faster, or the Contact can do it herself if the Knowledge Base's permissions are set for this.

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