BugTracker

This document is an on-going attempt to work out how best to use the Darcs bug tracker

Desiderata

  • Simplicity: We want to make sure that the bug-tracker is transparent and self-explanatory enough that anybody can step in and triage. No complicated policies.

  • Reproducibility: We still do need some kind of procedure, policy, some fairly rigid system that helps us take all the uncertainty out of bug-tracking, something to make it easy to know what to do with a bug.

Overview of jobs

The issue manager has basically three jobs

  1. Customer service - very fast response. We need to respond to incoming bugs as closely to instanteously as we can manage. The priority here is to get people unstuck, find workarounds if relevant.

  2. Triage - fast response. Strike while the iron is hot. This usually happens at the same time as customer service. While the issue is still fresh, squeeze as much necessary information as you can (eg. what version, etc).

    Your main goal here is to turn the issue into some actionable. By the end of triage you either want to be waiting on somebody to do something or to be done. No more “huh?”

  3. Maintenance - at leisure (goal: touch 3 old bugs every day). Check up on those old need-* statuses, chase up on people, check for relevance. Re-do triage.

Maintenance tasks

Maintenance can be done fairly quickly. You’ll want to add a series of three canned queries (see the BTS web interface):

  1. Need Triage
  2. Maintenance
  3. Assigned

Note that the numbers are part of the query name so that they appear on the top of your query list.

The Need Triage query alerts you to any issues with an “unknown” status; see the earlier parts of this document for details. Basically, no maintenance actions until you’ve finished triage.

The Maintenance query sorts the tickets by the last activity. In other words, you will see the stalest tickets first. I recommended that you take a rigid First-In-First-Out approach to dealing with these; the goals here being to maximise throughput and fairness and also to ensure efficiency in the sense of preventing things from falling through the cracks and ensuring that the right information gets to the right people when they need it.

For each ticket, determine if the current status and recommendations are still valid, and update accordingly. If things appear to be stuck, think about how to unstick them (re-assigning?). If everything is still in order, then just bump the ticket to the back of the queue. There’s no way to bump tickets, so you’ll have to do it manually either by making a comment (preferably saying something useful), or by changing some field (and maybe changing it back).

The Assigned query is potentially useful for hacking sprints, when you can harass people in real life. :-)

Bugtracker conventions

Title

Rough conventions (very informal! the goal is to make things easier to understand at a glance)

  • ‘command => specific error message (darcs version)’
  • wishlist/feature titles written in the positive (eg, what we want) to avoid confusion

Priority and Status

See priority and status overview

Topic

Roundup has this handy notion of keywords/topics that helps us to classify bugs and understand relationships between them. See the topics subpage for a list of topics and their descriptions.

Tools

Initial response and discussion

To ensure that recently entered issues and issues being discussed are suitably handled, these bug tracker queries are useful:

Follow up on requests for further information and work

To check progress on questions and requests to get some actual work done, this bug tracker query may be used:

Depending on the priority, issues should be allowed to remain outstanding in this list for a while. It should be clear from the messages on any issue who is expected to react. If further information is supplied, the issue may sensibly be put back into the chatting state for further discussion. Or a volunteer may take a need-volunteer issue to the in-progress state and start working on it. If an issue has reamined in this list for a while, one possible reaction is to remind people about the issue, by adding a message to the issue or using the mailing list. If a question (perhaps to the reporter on an issue) remains unanswered for a long time or an issue cannot be reproduced reliably, it may be a candidate for the presumed-dead status.

Checking in-progress issues

The in-progress issues are:

In-progress issues are assigned to a person who is responsible for the work and bringing the issue forward. When that person, very possibly in collaboration with reviewers and others, decides that the issue is resolved, that person changes the status to resolved. The exact state of affairs at this point can vary a lot, but the clear intention is that the responsible person should not need to be involved in further handling of the issue, such as ensuring that is gets reflected in a suitable release. This leaves some additional work outstanding, of course, but it seems hard to avoid.

If an issue is in progress for a while, it may make sense to follow up on the status of the issue.

Other Activities Related to the Bug Tracker

When will a solution to a particular bug issue be released?

Right now, issues are tagged with Target-X.X topics, which we will increment if we fail to meet the targets. In the future, we may add a milestone class to roundup.

See also