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The Support Incident Tracker developers are pleased to announce the immediate availability of v3.45 thanks to the dedicated hard work of our developers, translators and testers.

This release introduces a long awaited configuration/settings interface, has much improved inbound email parsing and connection/error handling, has new translations for Russian, Mexican Spanish, Catalan and Slovenian as well as updated and extended translation for German and Italian. There are many more changes and features as well as many minor and some not so minor bug fixes. Read on for full details.


Important Upgrade Instructions

Info.png Info: Please read these instructions carefully, your upgrade may fail if you do not

The file layout of SiT! has changed a lot from the last release (namely all files from /htdocs/ are now in the directory above), so the recommendations are as follows:

  • Backup your /includes/ file
  • Backup your /attachments/ folder
  • Backup any customised files, plugins, themes and i18n files
  • Delete all the files from your entire sit install (leaving your database alone)
  • Unpack the new version
  • (Optional) If you have set /htdocs/ to be your web root, this needs to be changed to be the directory above now
  • Update your $CONFIG['application_webpath'] to point to the new location, for example from /sit/htdocs/ to /sit/
  • Move your attachments directory outside of the web root, or make it secure using .htaccess (or the equivalent for your web server)
  • Remove any existing php include_path settings for SiT, this is no longer required
  • Update your cron to point to the new location of auto.php
  • Edit your file to set $CONFIG['attachment_fspath'] to point to the new location of your attachments directory
  • Put your back into the root sit directory
  • Access setup.php in your browser to complete the upgrade


All custom settings that are in your except attachment location and database settings will automatically be transferred to database storage, this is an automatic process.

Plugins designed for any version prior to 3.45 will not work with 3.45 without being modified, see the Creating Plugins page for the latest plugin documentation.


New config page

Changes since the last release

  • A long awaited configuration/settings interface
  • Much improved Inbound Email parsing and connection/error handling
    • 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.
    • 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 <name of sender> (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 instead of modifying php.ini (ivan) - resolved.
    • 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.
    • 0000401: [billing] After approving a billable incident you get a SQL error (paulh) - resolved.
    • 0000428: [billing] Billing functions need documenting (paulh) - resolved.
    • 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 (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/ (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 (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.
    • 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.

All issues can be viewed in full at where XXX is the issue number.

Known Issues

See bugs logged against v3.45 in Mantis


Thanks to everybody who has helped shape this release, including everybody that has submitted ideas or bug reports, helped to test the svn code or the beta release and all those who submitted code and translations.

In particular we'd like to thank: Rob Beckett, Silvio Bogetto, Raffael Luthiger, Geoffrey Mosini, Nikolay Parukhin, Jordi Rosquillas, and Nicolaas and Pauline du Toit for making this release possible!

Getting Support Incident Tracker v3.45

Download.png 3.45 was released 27 February 2009 Download it here

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