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Issue Tracker Component

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 3.2. 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 1.6.1

This release is intended to corret any 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 mutliple 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 accomodates 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.

Release 1.4.2

This is a release for the Joomla 3.1 branch. The main change in this release is the ability to run upon 'hosts' that do not permit the use of database views, triggers and procedures. It resolves a few minor problems and incorporates changes developed from the 1.3 branch.

Release 1.4.1

This release is intended for Joomla 3.1 and includes fixes for the bugs (opportunities for improvement) found in the earlier 1.4.0 release. It resolves the problems with the Tag implementation which was broken in the Joomla 3.1.4 update and also includes all the changes incorporated in the Issue Tracker 1.3.3 release. There are also changes to the installer which will be transparent to the users but lowers the component installed footprint. It also incorporates the Latest Issues Module as part of the release, avoiding the need for a separate download. The reason for this later change is due to the number of reported problems caused by the wrong version of the module being used with the component release.

Release 1.4.0

This was an Alpha release only for Joomla 3.1.  It was intended as a 'test' releases to allow administrators to see how it would work with the Joomla release. It was based upon the Issue Tracker 1.3.1 release.

Release 1.3.4

The minor release resolves a few minor problems with the earlier 1.3.3 release but also introduces a few of the requested improvements.  The details are shown in the 'changelog' link shown above.

Release 1.3.3

The minor release resolves a few minor problems with the earlier 1.3.2 release but also introduces a few of the requested improvements.  These include the ability to have issues and projects associated with specific user groups, thus restricting who can view specific issues and/or projects. The search plugins have also been updated to enforce this security. One other requested feature is the ability for 'staff' members to be able to edit issues in the front end. This means that Issue administration rights do not have to be given so widely.  Issue Adminstrators also now have the ability to 'delete' issues from the front end. Another requested feature was the ability to prevent the re-opening of closed issues. This option applies to users and staff members and the default is to not allow closed issues to be re-opened. Issue Administrators are exempt from the restriction and can always reopen closed issues. The details are shown in the 'changelog' link shown above.

Release 1.3.2

The minor release resolves a few minor problems with the earlier 1.3.1 release and also introduces a few of the requested improvements in usability.  In particular the finder (smart search) plugin is ready for production use with this release. The details are shown in the 'changelog' link shown above.

Release 1.3.1

The minor release  resolves one major problem and a few minor problems with the earlier release.  The details are shown in the 'changelog' link shown above.

Release 1.3.0

The release  builds upon the features of the earlier releases.  The full list is shown in the 'changelog' link shown above.

Some of the main areas of change are as follows:

  1. Ability to use customised CSS stylesheets in front end displays
  2. Ability to add 'attachment' files to issues.
  3. Event logging (initial implementation).
  4. Reworking of projects table.

end faq

The documentation is accessible from the 'Joomla extensions menu' on the right hand side of this page.

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)
Custom Fields  v1.6.0
Multi-Lingual Site Features  v2.0.0 (est)
Progress details restructure.  v1.6.0

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  • Release 1.3.0 introduces colouring and the ability to use CSS on the front end to achieve any desired colours required.

    Like 0
  • good component.i am using.thank you master.

    Like 0
  • good component.
    could I colaborate to translate it in Spanish?

    Like 0
  • We welcome any translations that users might like to contribute. All our current translations have been contributed by current users.
    We provide details of how to perforrn a translation in the following link.
    Basically there are three language files to translate which are then wrapped up into the downloadable language zip file. We accept the zip file via email and place it on the site so that users can access it. All credit and author web site links (when provided) are honoured.
    If you have any further questions please email us at our address support@macrotoneconsulting.co.uk.

    Like 0
  • Hi just want to ask if a registered user can edit a certain issue?.. coz ive been playing with the extension it seems that i cant edit the issue (in-progress) i made. or is their something i miss?.. thanks in advance
    BTW im using the latest verion 1.3

    Like 0
  • It should certainly be possible for a registered user to be able to add (edit) additional information to an issue they have raised themselves. If the person is an issue administrator they are able to edit any issue, whether they raised it themselves or not.
    It is not possible for a user to edit an issue raised by another person if they are not the person who opened the issued, and if they are not the person assigned to 'work' the issue, and if they are not an issue administrator.
    Check the (backend) issue to check that the issue is indeed raised by you. They is also a menu option 'show_own_issues' in the front end issue list view that may not be enabled preventing you from seeing your issue and hence preventing you from editing the raised issue.

    Comment last edited on about 1 year ago by Geoffrey Chapman
    Like 0
  • Hi,
    after updating to the latest Version, I get an Server-Error (Error 500). In the Website AND in the Admin-Area.
    After that I uninstalled the extension and installed the downloaded Version from this page and it doesn't work, too.
    I use Joomla! 2.5.4 and now I deactivated the link to the bugtracker.
    For now I can't reach the error logfiles on the serer. But I hope I will get it in the next few days.
    Can anybody help me yet?
    Thanks in advance...

    Comment last edited on about 3 days ago by Super User
    Like 0
  • The most appropriate place to raise this is as a forum entry. I have delayed publishing this comment for that reason and I send an email to your supplied address about this problem. However I never received a response so have now published the commnt so that others may benefit. The clue I suspect is in the version of Joomla 2.5.4. Without any further information it is not possible to resolve it, but I would hazzard a guess that it is most likely to be a 'class' not found error on one of the Legacy classes, which were not present in versions prior to Joomla 2.5.6 (or perhaps 2.5.5).

    Comment last edited on about 11 months ago by Super User
    Like 0
  • This is great extension keep it up...

    Like 0
  • Guest - vfundu

    Great Support Team...:) :)

    Like 0

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