mrwolfe 1.2.0

Summary

Mr.Wolfe is a tracker for support issues written on the Django framework. It is not a tracker for software issues specifically, like Bugzilla, Jira, etc. In the latter type of tracker, issues are related to software, and are tracked in terms of a life cycle from incoming to resolving in a specific software release (or closing without a release). Mr.Wolfe on the other hand tracks support issues, that may be questions, performance problems, software failures, etc. in terms of a life cycle from perceived problem to solved problem. An issue in Mr.Wolfe may or may not result in a software issue.

If this summary is gibberish to you, you don’t need Mr. Wolfe…

Principles

Issues in Mr.Wolfe are related to a Service Level Agreement, and are handled according to the services agreed in the SLA. Several services may be added to a SLA, like ‘high priority, solve within 8 hours’ or ‘low priority, solve at your leisure’. The operator dashboard will use these services to determine the status of the issue, like ‘critical’ (deadline is soon) or ‘normal’ (sit back and relax).

Issues are read from one or more mail queues (let’s face it, customers will just keep sending those issues per mail anyway; POP and IMAP are supported) and dispatched to the proper SLA if one can be found. Otherwise, it is orphaned and shown on the operator dashboard. The tracker is not intended for web access by customers; their only interface to issues is email. Best to keep it that way, lest your customers see the ‘notification off’ button…

The intended target audience of Mr.Wolfe is support teams and help desks; it is an alternative to the well known OTRS, although it is much simpler, offers less features and therefore also lacks the incomprehensible admin interface.

See the docs directory in the package for further reading.

If you like this application, you may donate us a beer as per the beer-ware licence. If you don’t like it that much or find things that don’t work, let us know and we may fix it. Otherwise, fork us on GitHub. If you think it totally and utterly sucks, tough luck! We don’t care! Hah, we’re grown up developers! We don’t need that. Well, just a bit maybe.

Further reading

For those that still want to read on, there’s documentation on installation in the docs directory.