ReleaseNotes335

v3.35 Release Notes

The Support Incident Tracker developers are pleased to announce the immediate availability of v3.35. This release builds upon the stable 3.33 platform and adds many new features and improvements to existing features.

As of this release we are removing support for PHP4 and making PHP 5.0.0 our minimum requirement. PHP4 has been end-of-life for some time now and won't receive any patches at all after 2008-08-08 so the development team felt the time was right to move on and encourage users to upgrade their php installations.

Highlights

Better Searching

This release introduces much speedier searching, and the search feature now searches the whole of SiT in a single operation, saving you time.

Search is also easier to access with a new search box on the right of the menu bar. You can also enter an incident number in the search bar to open that incident.

Portal

The built-in portal now has been extended and now contains all the features you would expect, including the ability for contacts to view all the incidents logged for their site, and for admin contacts to be able to manage all their contracts and supported contacts.

Dashboard

The dashboard has been improved and now dashlets can be edited in-line and can refreshed, (automatically too) if needed. We've also added two new dashlets, one for monitoring the holding queue, another for seeing who's away today. These are available to add from the dashboard configure icon, if they are not present, please ask your administrator to install them.

More strings internationalised

Many more strings that were previously fixed as English strings can be translated, including status strings that are now stored in the database as i18n keys.

Updated Theme and Icons

The default theme has had a minor facelift and we've changed the default iconset to the oxygen icon set. A new theme 'cake' has been added which provides another choice of look and feel, the 'cake' theme is used as the default for the portal but you can change this using the $CONFIG['portal_interface_style'] config variable.

Contracts

In addition the existing ability to restrict the number of supported contacts, you can now specify "All site contacts", which will mean that any contact associated with a particular site will be able to log incidents under the contract.

Knowledge Base

The knowledge base editor has been completely re-written, to the delight of everybody that has struggled with the old editor I'm sure. The new knowledge base editor is much much easier to use and supports BBcode.

New Scheduler

SiT now has an easy to use built in scheduler, all you need to do is ensure that auto.php is called periodically, via a cron or other some method (e.g. http://www.webcron.org/) and SiT will do the rest. Administrators can alter the schedules of each task, see when they last run, and disable them individually if necessary. The SetUserStatus action will automatically set users' status based on entries in their holiday calendar, so incidents can be reassigned automatically to substitute users when somebody goes on holiday.

Triggers

New in this release is a very powerful triggers system. Instead of the old system where emails would always be sent if (say) an incident was logged, with triggers you can configure exactly what happens.

Consolidated Attachments

Previously, attachments weren't viewable until the incident was logged, and frequently clicking attachments from different locations resulted in 404 errors. The way of storing attachments has no been improved so attachments can be viewed prior to creating an incident. (Requires the use of inboundmail.php)

Help Tips

We've begun adding helpful hints in the form of [[[:Template:Color text="?" c="red"]]] links that have a popup message that offers useful tips and documentation on less obvious features.

Just use the features that you need

You can now enable or disable major features, whole sections can be added or removed to further customise SiT to the way your organisation works. Using a set of new config variables you can now enable or disable the Knowledge Base, the Knowledge Base in the Portal, Tasks, the Calendar, Holidays and Feedback.

Translation Updates

We now have usable German (de-DE) and French (fr-FR) translations thanks to the hard work of Patrick Liebhardt and Gabriel Riam.

Changes since the last release

For a full list of changes see the SVN log

Issues Resolved since the last release

• [SF#1932409] Expiry date is blank on contract details page
• [SF#1954075] Incorrect incident status strings in Update Incident
• [SF#1933091] Missing months with ldate
• [SF#1958571] 'Free' holidays are not actually free
• [SF#1958569] Incident SLA notices use a relative link
• [SF#1997088] Cake theme and menus
• [SF#1947138] Scheduler schema missing from new installs
• [SF#1950440] Related incidents notice doesn't update lastupdated
• [SF#1951642] Incident with next action time doesn't show in 'Other' queue
• [SF#1939390] Use checkboxes for boolean input
• Group members away column of holiday approval page now works properly

Known Issues

• Although improved since the last release, internationalisation is still not 100% complete, and some translations are known to be incomplete. This is something you can help us with, See Translation for more.
• [SF#1913430] Regular contact days is flawed
• [SF#1926144] Activity Rounding Error
• [SF#1964510] Dashlet reordering broken in IE
• [SF#2003051] Supported Contact Dupes
• [SF#1949891] Auto-reassign ignores not-accepting status
• [SF#2011757] Incident page offset broken
• Using the new feature database table prefix may cause SQL errors to appear when using a couple more obscure features, the work-around is to avoid using table prefixes until the next release
• [SF#2013249] Missing 'Closing Status' values in dropdown
• This version shipped with debug mode accidentally turned on, this causes a grey bar to appear at the bottom of each page and debugging information sometimes appears in it, this can be safely ignored or turned off by setting ##$CONFIG['debug']## to FALSE.
• [SF#2014907] View users page not showing all users

Getting Support Incident Tracker v3.35

v3.35 was released Saturday 5 July 2008 Download it here

Upgrading from v3.32 or v3.33 to v3.35

As of 3.35 we've changed our minimum requirement for php to 5.0.0 as php4 has been end-of-life for some time now and won't receive any patches at all after 2008-08-08. This version swaps the load order for config files, if you are using /etc/sit.conf these values are now loaded first, and then config.inc.php is loaded next. This may affect your settings if you are using both files. We recommend you use just one config file unless your needs are very specific.

This version supports table prefixes, if you use this feature any plugins you have installed that are not designed to work with 3.35 may break.

The scheduler, auto.php no longer accepts parameters. Scheduled actions are now configured from within SiT by going to SiT! -> Control Panel -> Scheduler.

The config variable $CONFIG['tipsfile'] has been deprecated and is now ignored, tips are now stored in htdocs/help/en-GB/tips.txt (and similar paths for other languages). If you have written your own tips, please consider posting them on our [forum] so that we can include them in future releases for the benefit of others.

Sending an email when an incident is logged is no longer made optional at the time the incident is added. Logging an incident now fires the 'Incident Created' trigger which in turn sends an email based upon the INCIDENT_LOGGED template. This action can be removed if you prefer.

From this version new incidents will be automatically assigned to engineers based on the workload (queue size) of each engineer, the skills required and the online status of the engineers. This can be turned off and the old (pre 3.35 behaviour) where a list of engineers is presented and the user is given the choice of who to assign to by setting the config variable $CONFIG['auto_assign_incidents'] to FALSE.