The Macrotone Consulting Issue Tracker component has its origin in a ‘Problem Management System (PMS)’ developed many years ago on an Oracle Database using Oracle Forms. It migrated to an Oracle Application Express (APEX) based application and incorporated ideas from a sample APEX application. This version takes the ideas and implements it upon a MySQL database using Joomla as the interface.  It runs upon Joomla 2.5 and Joomla 3.x. As time and circumstances permit some of the original program features may/will be re-implemented on the new platform.

Wikipedia defines an Issue Tracking system (ITS, trouble ticket system, support ticket or incident ticket system) as a Computer Software package that manages and maintains lists of Issues (computers), as needed by an organization. Issue tracking systems are commonly used in an organization's Customer Support / Call Centre to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a Knowledge Base containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bug tracker", and often, a software company will sell both, and some bug trackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or Bug Tracking System is considered one of the "hallmarks of a good software team".

This implementation is suitable for a small or medium sized organisation to record and efficiently respond to reported problems / issues.

Change log

Translation Credits

Requested Features  

Release Versions

Release 1.7.0

This release will support Joomla 3.4 and above only. It will not run upon Joomla 2.5!

Release 1.6.8

Continues the current practise of correct any problems discovered with the earlier 1.6.7 release, but also adds a few additional features to the component to assist usability.

Release 1.6.7

Continues the current practise of correct any problems discovered with the earlier 1.6.6 release, but also adds a few additional features to the component to assist usability.

Release 1.6.6

Continues the current practise of correct any problems discovered with the earlier 1.6.5 release, and also is also intended to implement a few more requested changes suggested by users.

Release 1.6.5

This release will be to correct any problems discovered with the earlier 1.6.4 release. It is also intended to implement a few more requested changes suggested by users.

Release 1.6.4

This release corrects a few problems discovered in the earlier 1.6.3 release. It is also intended to implement a few more requested changes suggested by users, such as an export facility for the issues list (Joomla 3.x only).

Release 1.6.3

This release corrects a few problems found with the earlier 1.6.2 release. It also, as intended, implements a few more requested changes suggested by users.

Release 1.6.2

This release corrected a problems found with the earlier 1.6.1 release. It also implements a few requested changes suggested by users.

Release 1.6.1

This release correct a few problems found with the earlier 1.6.0 release. It also introduces a new scheduled task to Auto Close issues in 'waiting for user' status which are not responded to in the specified time period.

Release 1.6.0

This release adds two new requested changes. The first is a restructuring of the Issue Progress information into its own separate table, and provides individual control over each progress record change. The second is the introduction of Custom Fields such that each project may have as many or as few specific fields that a site may desire for the collection of additional information to aid in resolving problem reports. There is also a change to permit the addition of multiple attachments to an issue in the front end, and for the user to provide a descriptive title for each attachment.

Release 1.5.2

This release adds the ability to configure issue assignees by project, which is used in preference to the component defined assignee. It also corrects two major and several minor problems discovered after the earlier 1.5.1 release.

Release 1.5.1

This release corrects one major and several minor problems discovered after the earlier release.

Release 1.5.0

This release accommodates installing upon both Joomla 3.2 and Joomla 2.5 in one package. The code base has undergone some extensive review and a number of minor fixes incorporated. One major bug reported on a couple of Joomla 3.1.x sites involving saving of a project in the back end has also been resolved.

The release has introduced tow major new features. The first is the incorporation of advanced auditing making use of the underlying database features, but it does require the hosting site to provide the ability to use database triggers. No all hosting sites provide this feature but most of the larger suppliers do.

The second major feature is the ability to run scheduled tasks via a cron entry. The topic of scheduled tasks is quite large and the details are provided in the User (and Design - requires registration) Guides. We have currently implemented two reporting tasks: one for a summary report, and one for an assignee status report.  In addition we have also implemented a mechanism to fetch 'email' from an IMAP or POP3 account enabling issue reports to be submitted, and updated via email. Before implementing this upon your site we strongly recommend reading the documentation so that you are acquainted with the implications.

end faq

The documentation is accessible from the 'Joomla menu'.

Modules

There is a released module mod_latest_issues available in the download area. This module has now been incorporated within the main component release package since version 1.4. The documentation is included as part of the main Issue Tracker documentation.

Frequently Asked Questions

Issue Tracker Overview

The documentation in PDF format and also as web pages is available upon the site. [Please see links under 'Joomla Extensions' on the site.] There is an additional Issue Tracker Design guide which was previously part of the main documentation and it is also available to registered users in both formats. This document only presents a brief overview of the functionality.

 

There are three main parts to the component, users (who are Joomla registered user and non-registered Issue Tracker only users), projects and issues (sometimes also known as tickets, problem reports etc.)

 

Users:   Within the component users all have a specific role, whether it be as a customer (or user of the web site) or as a member of staff (where they may be a manager, project lead, project member etc.)  The component assigns a role to each user which is managed by the administrator.  Each user is also assigned a default project, which is used to set a default when an issue is raised. Non-registered users can be created automatically when a guest raises an issue, and these are used to assist in identification of user issues.

Projects:  These are distinct 'category like' items, which may or may not consists of separate sub-projects.  i.e. If we have a main project named 'New component', we may have sub-projects named 'Release 1.0', 'Release 2.0' etc.  As many levels of sub project can be created as desired but usually two or three is sufficient for most projects.  Projects have a description and a start and end date.  They also have a target end date, which may or may not be the actual end date of the projects.

Issues:  Issues are the problem reports themselves, raised either by the site users themselves via a front end screen, or on their behalf by a staff member within the site administration.  Issues are associated with people, as they are identified (or raised) by a person;  a person is also assigned to work (or manage) the issue through to completion.  An issue is also associated with a project or sub-project.  The issue will consist of a number of separate pieces of information such as a description;  a series of progress steps; and a resolution.  All of these are tracked by the component.

Most of the activities performed by the component take place in the back end, although certain displays are available as menu items on the front end of the site, and it is possible for site users to raise an issue (if configured).  This may be configured to require site users to register with the site or may be open.  If open then the user is required to enter certain pieces of information other wise the issue will not be saved.  Captcha entry is configurable using ReCaptcha.  There are also Spam and IP blocking configuration options.

We trust this brief overview is sufficient to cover the main features of the components and you are requested to look at the latest PDF documentation for more information.

If you find this component useful, you are requested to raise a review on the Joomla Extensions Directory, and possibly consider making a donation to assist in providing support and future enhancements.

Translation Credits

We would like to thank all the people who have donated their time and effort in providing translations for our extensions, either individually or as part of a translation team, so that they may be used by the wider community.

 

Requested features being considered for future releases.

 Requested Change Possible Version for implementation
Import/Export Facility v1.8.0 (est)
Graphical Reports  v1.7.0 (est)
Multi-Lingual Site Features  v2.0.0 (est)

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  • Guest - vfundu

    Great Support Team...:) :)

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  • Dear sir
    Thank you for your execelent support. I was unclear of how the features worked of the extension. Your help was clear and I now have the extension running great. I recommend this extension to anyone who is looking for a help desk feature for their company.

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  • Guest - hasher

    where can I download translation packs?

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  • The translation packs for Issue Tracker can be downloaded from this URL.
    The copyright of each translation belongs to the respective translator. All translations are contributed by volunteer translators. Macrotone Consulting has no control over the correctness of any translation except English (United Kingdom). If you want to contribute a translation, there are several pages on our site providing more details.

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  • Guest - Sophian

    Hi,
    Exist a possibility that the users registered on my web only can see your issues? In this moment, all the users can see all the issues and this is a important privacity.

    Thanks, regards.

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  • I tried to send you an email with details of the configuration options but your supplied email address is detected as 'invalid' by your mail server hence the email does not get delivered. This is a shortened version of the email I sent. The topic is also covered in great detail in our component documentation available upon this web site.

    To specify a few of the possibilities, we first have the standard issue status flag which controls whether an issue is 'Published','Unpublished','Archived' etc. These you will be familiar with already.

    Issue Tracker also makes use of the Joomla ACL groups so that these may also be used to control visibility. i.e. 'Guest','Public','Registered' etc. You may well have different access groups as well on your site and you can also use these to control what is generally visible. If not you can always create specific groups and assign which ever permissions yo desire to the relevant ACL groups. In the component options see the 'Permissions' tab.

    On a simpler level each 'issue' has an identifier, which is the person who raised the issue. We have also implemented a means whereby by the use of a menu parameter option you can restrict which issues are shown in the 'issue list' to those identified by the logged in user.

    To add a little more complexity each issue may have several progress records, which are the actions performed upon the issue by the support staff and possibly additional information supplied by the 'identifier'. Each of these progress records can also be individually controlled.

    There is also an additional component parameter that will permit the use of 'private' issues. Default is disabled. This is an additional level which means that only the identifier and people marked as 'staff' or 'issue administrators' in the 'people table' can see an issue. If marked 'private' an issue will never occur in any issue list displays.

    Any attempt to specify an issue via a URL is checked by the ACLs/permissions and acted upon accordingly.

    Privacy is very important and is, as the above illustrates something that we take seriously. However different people/sites have different requirements, so I can not be too specific in this answer without knowing more about your site and specific security requirements. If you have any specific questions on any of the above, or indeed any other aspect of the Issue Tracker component please do not hesitate to either raise an issue on our web site or via email to our support address.

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