About S.mon - Service Management Online

S.mon was created 2003 as a successor to various other internal system. The main goal was to handle the demanding and evolving support and service requirements of todays customers.

S.mon is very flexible and configurable and built on proven technologies like Java Servlets, JDBC, Lucene, XML, XSLT

More details are available here (German only)

S.mon Version

S.mon v1.7.3 built on 2023-12-28

History of Changes

v1.7.0 (2023-11-27)

• Third-Party libraries upgrade and Communi5 design

v1.6.14 (2016-07-11)

• Synchronization for customer accounts with new Teles Portal (Ticket#404985). Transaction handling changed.

v1.6.13 (2016-06-14)

• Synchronization for customer accounts with new Teles Portal (Ticket#404985)
• Drupal integration removed
• GUI for deactivation/activation of S.mon user
• PDFBox upgraded to 1.8.12
• Feature#404994: Contract rules currently used for all ticket types

v1.6.12 (2014-06-26)

• Redirection to Teles Portal
• Teles Portal synchronization for all users.
• Feature#310255: Add Ticket Name in Title

v1.6.11 (2014-04-08)

• Teles Portal integration for customer login
• REST interface for customer synchronization with Teles Portal

v1.6.10 (2012-11-08)

• Admin can now rename an existing customer

v1.6.9 (2012-10-01)

• Limit for returned DB rows is now configurable (maxDbRow)
• Default page size for tickets to display at once is now configurable (pagerSize)
• Ticket type can be now applied in notifications
• Extra FR query flag (internal use for engineers) added for notifications
• Confirmation Popup during ticket creation is now configurable
• Page size is configurable in user settings
• Submit for new tickets not allowed when title and description are not set

v1.6.8 (2012-07-09)

• Engineer must not read partner tickets

v1.6.7 (2012-07-09)

• Customers not notified about ticket changes

v1.6.6 (2012-07-05)

• Fixed ticket #304975: Next Level lesbar vom Kunden - S.mon issue
• Show partner ticket for engineers
• Fix remove office

v1.6.5 (2011-09-01)

• JPA Entity Manager will be now cleared on each GET and POST HTTP-Request
• SVN integration is now disabled. To enable it please set svnIntegration config parameter to true (web.xml)

v1.6.4 (2011-04-28)

• Fixed JPA transaction bug

v1.6.3 (2011-03-28)

• Implicit notification of customer reporter (if email available) on every ticket update
• Remove misleading notification "own" flag

v1.6.2.1 (2011-03-21)

• Fix duplicate description in notification for new tickets

v1.6.2 (2011-03-21)

• Add My Ticket to Verify as new default search for each engineer
• Hide version/forecast/fixed-in columns from ticket list to save screen space
• Change labels for action/solution and memo/comment to be more self-explainatory
• Correctly use latest description for ticket updates (and also display initial)
• Allow actions to be added for resolved items (for owner/team)

v1.6.1 (2011-01-28)

• Descriptions, solutions, attachments, comments and some ticket actions are now displayed chronological
• Show detailed message for ACL errors
• Submission for partner tickets without customer fixed
• Fix for sub tickets provided
• Systems, Components and Offices are now sorted
• Instead of alert a confirm dialog is used for ticket submission
• Show link for previous level ticket
• Menu entry for next level ticket removed
• Don't show Solve checkbox for tickets in WAITING state

v1.6.0 (2011-01-14)

• Tickets can be now managed by a Support Partner
• Automatic state change from WAITING to OPEN when new ticket description is provided
• Reason for postpone, wait or rejection of a ticket is now stored with the ticket
• Fix for wrong SQL escaping of the backslash (\) character provided
• Various Layout improvements
• Description for attachments added
• In the deployment descriptor web.xml the initial parameter mailNotification can be set to disable e-mail notification
• Current year for the statistics will be now automatically set. Statistics is available for last 5 years
• Fix for not stored release version when a version is required
• It is possible to rename user account

v1.5.12 (2010-03-20)

• Fixed notification for expired tickets
• Ticket notification shows now the ticket type

v1.5.10 (2009-05-27)

• Fixed S.mon ticket #12501

v1.5.9 (2009-03-02)

• New Functionality
• Creation of sub tickets is now possible (without ticket effort and workflow dependency)
• Removing of search queries
• XSL enhancements
• If User ACL entry is present then Group entries are ignored for the given user

v1.5.8 (2009-02-27)

• Fix for S.mon#11959 (Move ticket)
• Fix for S.mon#12243 (Change ticket type)
• Fix for S.mon#12006 (Products in contract in alphabetical order)

v1.5.7 (2009-02-20)

• Fixed S.mon ticket #12175

v1.5.6 (2009-01-26)

• Allow modification of forecast release

v1.5.4 (2008-12-09)

• Fix for S.mon#11909
• Ticket Id search with wildcards possible
• Order by added in the SQL for ticket descriptions, actions and memos
• CSV export contains now all ticket fields
• Don't show 'New Action/Solution' for resolved tickets
• Show the build date instead of current date/time
• Products are now sorted by name
• Now it is possible to store a Tester with the ticket
• Ticket UI refactored
• Few corporate design changes performed
• UTF-8 support enhanced
• 3rd party libraries replaced with latest version: gs-tools.jar, gs-db.jar, gs-servlet.jar

v1.4.2 (2007-06-29)

• Issue #180 : Inactive users should not receive mail notification
• Fix #89: WAIT calculation use correct WAIT starttime (rl)
• Changed to use date for ticket continue after wait

v1.4.1 (2007-04-13)

• Closed bug #25 Cannot clear version field after edit
• Closed bug #72 Take It Button nicht verfügbar
• Closed bug #73 Notifications not sent for all priorities
• Closed bug #70 System missing in ticket header of reports/notifications
• Closed bug #78 Ticket-Editor vertauscht Monat und Tag beim Speichern
• Closed bug #77 Customer is unable to save ticket edit screen

v1.4 (2006-10-27)

• CSV Export of ticket list includes Fixed Due
• Editable Ticket Severity
• Help System Update for better localization and corporate design
• Notification Enhancements for Updates and improved formatting
• Multiple Engineers can update a ticket (all of product team)
• All customer users can now update the ticket description
• Automatic Wait-Time calculation on ticket continue
• Advance Warning for ticket expiration
• Assign customer/contract for new tickets via mail gateway
• Include more information on ticket state in notification
• Notifications can be configured based on priority
• Ticket Create Notification Enhancements
• Vendor Timetracking possible (coming soon)

v1.3 (2005-07-26)

• GUI Updates for Corporate Design
• Enhancements to Mailgateway
• Minor bugfixes