SIT UserGuide v0.1

7/31/2019 SIT UserGuide v0.1

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Support Incident Tracker user guide

2012 Page 2

Revisions and Signoff Sheet ................................................................................................... 3

I. Overviews .......................................................................................................................... 4

1. About SIT ..........................................................................................................................................4

2. Feature ..............................................................................................................................................4

II. Requirement ...................................................................................................................... 5

1. OS......................................................................................................................................................5

2. Web Server .......................................................................................................................................5

3. Database...........................................................................................................................................5

4. Current demo hardware ..................................................................................................................5

III. System Data Maintaince................................................................................................... 6

1. Vendor ..............................................................................................................................................6

2. Product .............................................................................................................................................6

3. Skill ...................................................................................................................................................7

IV. Customer Master Data Maintenance ................................................................................ 9

1. Add new Site ....................................................................................................................................9

2. Contact .......................................................................................................................................... 10

3. Contract ......................................................................................................................................... 11

V. System Data Maintaince........................................................Error! Bookmark not defined.

1. Vendor .............................................................................................Error! Bookmark not defined.

2. Product .......................................................................................................................................... 13

3. Skill ..................................................................................................Error! Bookmark not defined.

VI. Customer Master Data Maintenance ..................................... Error! Bookmark not defined.

1. Add new Site ...................................................................................Error! Bookmark not defined.

2. Contact ............................................................................................Error! Bookmark not defined.

3. Contract ...........................................................................................Error! Bookmark not defined.


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Revisions and Signoff Sheet

Date Author Version Change reference

9/04/2012 HieuBT 0.1 Create new

Name Version reviewed Position Date

Approved Date Approved By


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I. Overviews

1. About SIT

Support Incident Tracker(or SiT!) is aFree Software/Open Source (GPL v2) web based

application which usesPHPandMySQLfor tracking technical support calls/emails. Manage

contacts, sites, technical support contracts and support incidents in one place. Send and

receive emails directly within SiT!, attach files and record every communication in the

incident log. SiT is aware of Service Level Agreements and incidents are flagged if they stray

outside of them.

2. Feature Free and Open Source software! Licensed under the GNU General Public License

Web based: easy to install and use

Separate incident queues for each user

Incidents can be shared between engineers to encourage team working

Incidents are pushed out to engineers after they are logged rather than 'picked up'

(pulled) to avoid incidents being ignored Incidents can be assigned Low, Medium, High or Critical priority depending on

customer impact

Send and receive emails within Incidents

Log of customer communication and engineer actions with each incident

Configurable service levels (SLA's) for different types of incident, for different

priorities and for each part of the incident life-cycle

Knowledge Base

Customer (Site and Contacts) Address Database

Tasks List

Holiday/Vacation management

Engineer/user profiles

Engineer status can be set (e.g. In office/out of office)

LDAP Integration (Support for Active Directory, eDirectory, openLDAP)

Fully configurable support entitlements

Configurable list of engineer skills which can be used for sharing incidents amongst

engineers with similar skills

Choice of themes

Dashboard, including installable components such as RSS Feeds and Statistics

Tags and tag cloud for incidents, sites, contacts and more

Fast search facility, including full text searching

Easily customised email templates

Reporting

Triggers - Highly customisable user- and system-level notification and action

framework

Multiple language support, currently 13 translations and counting

Uses valid accessible XHTML 1.0 throughout

Extensible via plugins
http://sitracker.org/http://sitracker.org/http://www.gnu.org/philosophy/free-sw.htmlhttp://www.gnu.org/philosophy/free-sw.htmlhttp://www.gnu.org/philosophy/free-sw.htmlhttp://www.opensource.org/licenses/gpl-2.0.phphttp://www.opensource.org/licenses/gpl-2.0.phphttp://www.opensource.org/licenses/gpl-2.0.phphttp://www.php.net/http://www.php.net/http://www.php.net/http://www.mysql.com/http://www.mysql.com/http://www.mysql.com/http://www.mysql.com/http://www.php.net/http://www.opensource.org/licenses/gpl-2.0.phphttp://www.gnu.org/philosophy/free-sw.htmlhttp://sitracker.org/


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II. Requirement1. OS

- Windows OS : Windows XP, Win 7, Win 2003 server, Win 2008 Server

- Linux/Unix OS : Redhat, Ubuntu, Debian ..

2. Web Server

- IIS6/II7 with PHP5

- Apache with PHP5

- Lighttpd with PHP5-CGI

3. Database

- MySql server

- PHPMyAdmin for database administrator

4. Current demo hardware

- SIT demosite has been setup in Buffalo LS-WVL Nas server with spec:

- CPU : Kirkwood ARM 1,2 Ghz

- Ram : 256 MB

- OS : Debian 6.0 for ARM

- Webserver : Lighttpd

- Database : MySql


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III. System Data Maintaince1. Vendor

Declare vendor of Software Package :

- Step 1 : Open Add Vendor Page

- Step 2 : Type vendor nameand press save button

2. Product

With SIT we can split many kind of product for each Vendor. For example with vendorAcumatica we will help 2 types of product : DMSSupport and NonDMSSupport

- Step 1 : Open Add Product page


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- Step 2 : Chose vendor and fill information of product

3. Skill

For each vendor we can declare skill that supporter must have to support theres software

package . Ex: With Acumatica vendor we will declare DMS skill and Non DMS skill

- Step 1 : open Add Skill page


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- Step 2 : chose vendor and fill information


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IV. Customer Master Data Maintenance1. Add new Site- Step 1 : Open New site page

- Step 2 : Fill information and press Add site button

- After add new site we must be add contact (end user) and Contract for each Site


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2. Contact- In forename field we will fill name of distributor. In Surename field we fill Distributorcode


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- After add new contact, new email with username/password will be automatic send to

distributor. Distributor can use this acc to log call log, tracking theres call log and view

khowledge base

3. Contract- For each type of support we can create unique contract for this site. For example we will

create DMSsupport and Non-DMSsupport Contract for test site

- Step 1 : Open New Contract Page


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- Step 2 : Fill require information : site, Product, SLA and add new contract


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V. Log & operation with ticket1. Log new ticket

- Step 1 : Open Add Incident Page

- Step 2 : Type 3 letter of contact and chose match contact in dropdown list and press Find

button

- Step 3 : In result page click to Add incident link

- Fill information and click Add button. If chose send mail to contact, system will auto send

mail to contact to notify ticket ID for contact to follow up

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2. Product

Documents

SIT UserGuide v0.1