Difference between revisions of "Bug Tracker/es"

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''¿Hay alguna característica de Second Life que no funciona como debiera? ¡Quizá has encontrado un [http://es.wikipedia.org/wiki/Bug "bug"], un error del software!''


First, two notes:
== Noticias ==
* <span style="color: red; font-weight: bold;">The JIRA Issue Tracker is ''not'' for technical support-type requests.</span>  '''If you're looking for account-specific help, please use our [http://secondlife.com/support support resources].'''
* All submissions to the site (JIRA included) are governed by the [[Project:Contribution_Agreement|Second Life Project Contribution Agreement]].  By submitting patches and other information using this site, you acknowledge that you've read, understood, and agreed to those terms.
The '''JIRA public issue tracker''', located at http://jira.secondlife.com, is a searchable database used to organize issues (i.e. bugs and feature requests) submitted by the Second Life community.  There, you can help to provide information about issues you find when using the open source or standard versions of Second Life.  The information on this page will help you become familiar with the JIRA.


More precisely, JIRA is an issue-tracking project management tool made by [http://www.atlassian.com/software/jira Atlassian]. It is primarily used by the Second Life open source community and may be referred to as the "Public JIRA", "PJIRA", or just "JIRA", depending on the context.
* 7.9.10 - '''[http://blogs.secondlife.com/community/technology/blog/2010/09/07/introducing-the-new-jira Presentando el nuevo JIRA (Bug Tracker)]'''
* 23.8.10 - '''[http://blogs.secondlife.com/community/technology/blog/2010/08/23/a-better-jira-for-everyone-who-wants-it Un JIRA mejor para todos (...los que quieran)]'''


== How it works ==
== ¿Qué es un "bug"? ==
There are two main types of issues: bug reports and new features.
Un problema informático no deseado que le ocurre a más de una persona haciendo las mismas acciones y bajo las mismas condiciones.
* A bug report is composed of a description of the problem and, if possible, a way to reproduce it.
* A new feature request is composed of a description and how the proposed feature should work.


Both types of issues then get attention from other users, who can add better or simpler descriptions and reproductions.  Popular issues accumulate votes from other users.  Programmers in the open source community can attach "patches", or changes to the source code which address the issue.  Votes, as well as events like [[bug triage]]s, help prioritize the issues.  Those which are acknowledged are "imported" into the Lindens' private copy of JIRA.
[[Not a bug|¿Qué ''no es'' un "bug"?]]
* '''<font color="red">NO es algo que se refiere al problema concreto de una cuenta concreta</font>''' - Los casos individuales que necesitan una respuesta -como podría ser un problema de facturación- son cosas ''diferentes''. Para eso, ve a nuestro [http://secondlife.com/support Portal de ayuda].


After the issue gets Linden attention, others can still continue to help:
== ¿Qué es informar de un "bug", de un error? ==


* Once the changes are completed and awaiting release to the public, the bug is resolved as '''"Fix Pending"'''.
Es la descripción de un error que tú compartes con nosotros. Los informes de errores son útiles cuando:
* When the change has been made available, it's resolved as '''"Fixed"'''.
* Generally, after being confirmed as fixed by Linden Lab's [[QA Portal|Quality Assurance Team]] and our community, its status is changed from "Resolved" to '''"Closed"'''.


In addition to "Fix Pending" and "Fixed", an issue can also be resolved or closed if it appears to be a duplicate of another issue, unreproducible, misfiled, not a bug, incomplete, etc.
* '''<font color="red">Son fáciles de seguir</font>''' - ¿No has dado nunca instrucciones a un conductor indicándole una serie de puntos de referencia a seguir? Los informes de errores deberían ser así: tienen un orden muy claro y un amigo puede seguir sus pasos.
* '''<font color="red">´Son reproducible</font>''' - Por desgracia, algunos errores son como el Yeti: es difícil encontrar evidencias suyas. Sin embargo, muchos errores son comprobables después de seguir una serie de pasos. Confirmar un error nos permite atraparlo en la naturaleza salvaje.


== Creating bug reports and feature requests ==
== Pasos para crear un buen informe ==
'''If you feel lost and don't know where to begin, see the easy starter guide, "[http://blog.secondlife.com/2007/07/05/how-to-report-bugs-better/ How to report bugs better]".'''


=== Stay recent ===
Con eso en mente:
You can check the [[Release Notes]] or [[Beta Release Notes]] to stay current with recent changes to Second Life.  Sometimes, one can discover the context around a new bug, or find that a change was intentional.  For example, not being able to sell your land for L$0 is a feature, not a bug.


Also, you should make sure your video drivers are up to date.  These are normally obtained from the website of your graphics hardware manufacturer, usually either the [http://www.nvidia.com/content/drivers/drivers.asp NVIDIA official site] or the [http://ati.amd.com/support/driver.html ATI official site]. The [http://www.omegadrivers.net/ Omega Drivers] are often-used modified versions of those drivers.
# '''[http://jira.secondlife.com Ve a nuestro "Bug Tracker"]''' y lee las instrucciones.
# Usa la búsqu8eda del "Bug Tracker" para ver si ya se ha informado del error. Es reconfortante saber que alguien más tiene el mismo problema.
# Si tú busqueda no obtiene resultados, escribe un informe del error incluyendo
## '''Los pasos a seguir'''
##:Tan detalladamente como puedas, describe una secuencia de acciones con las que cualquier usuario pueda reproducir el problema. Describe también con toda precisión si hace falta que de den algunas condicones concretas, como, por ejemplo, estar en una parcela concreta o tener asignadas determinadas habilidades en un rol de grupo. Antes de enviar tu informe, revisa tus instrucciones haciendo que alguien las siga y compruebe él mismo el problema. Es bueno que estas instrucciones sean simples, pero mucho mejor que la simplicidad es la integridad.
## '''Describe qué esperabas que ocurriese'''
##: por ejemplo, "el objeto debería de haberse vuelto rojo", o "mi avatar debería de llevar la camiseta"
## '''Describe qué es lo que, en cambio, ocurrió'''
##: Si puedes añadir fotos, vídeo, u otro tipo de imágenes que aclaren el texto, mejor que mejor..
## '''Añade información de apoyo'''
##: Si el problema es que se cayó el visor o una mala interacción con el servidor (por ejemplo, no obteiendo algo que deb erías tener, u ocurriéndote algo en el mundo que no debería ocurrirte), incluye como anexos los archivos de registro ("log files") de tu visor. Asegúrate de indicar tan exacmaente como puedas la hora exacta a la que se prodijo el error, y, así, podremos encontrar información importante en los registros. Mira [[Finding Log Files]] para saber cómo encontrarlos.


=== Determine if the issue has already been submitted ===
El objetivo es '''mostrar a Linden Lab lo que tú ves para que nosotros podamos verlo también y, así, localizar el error y corregirlo'''.
Avoiding duplicate issues is very important.  Sorting through duplicates wastes time and effort (for both Linden Lab staff and fellow residents), and it causes bugs and feature proposals to seem like they are getting less attention than they actually are.  It is more effective to concentrate efforts about the same problem in the same issue, especially since more-active issues get greater priority.


After logging in, you will see the Dashboard. Here you have access to some search filters which give you access to the most up-to-date information on submitted issues. For example, you can click on ones which show all unresolved (unfixed or untested) issues within each project, then begin a text search from there (by editing the filter). Of course you may create and save your own filters at any time, or simply run a new search from the Quick Search box. Either way, it is best practice to search for issues you wish to report in several ways before submitting them!
== ¡No soy un experto y necesito ayuda! ==


If you find that your issue was already submitted, you can still do several things to help:
Tranquilo, todo el mundo ha sido novato alguna vez. En el "Bug Tracker" hay muchísimos temas donde se ve cómo los residentes experimentados ayudan a los que informan por primera vez.
* Leave a comment containing additional information or details
* If it's a bug, possibly another way to reproduce the bug
* Vote for the issue to express that you feel it is important.
The more good information there is about a specific issue, the better chance it has for a quick resolution.  


=== Guidelines ===
También tenemos [[Bug_triage|encuentros en el mundo ('in world')]] donde, con anterioridad, puedes añadir errores a la agenda para debatirlos con Residentes y con Lindens.
* Submit security-related issues and exploits directly to the security team.  Exploits are bugs that could be used to get an advantage over others, unauthorized access to scripts, unauthorized copying or transferring or modifying of objects that you didn't create (also called 'permissions' bugs), and other bugs that could potentially cause a compromise of the grid or a resident's privacy.  For the fastest results, contact a Linden in the group "Bug Hunters", and e-mail your report to security@lindenlab.com.  See the article on [[security issues]].
* If your issue is urgent (such as lost content), and you have a Premium Account use the phone or live text support. You might get a faster response if you also submit a ticket through the [http://support.secondlife.com support portal], but usually it take over seven days before your ticket is opened.
* When describing the bug, if possible, try to omit Resident names or other personally-identifying information.  If the bug seems to affect only yourself or very few people, you should consider other ways to find technical support via the [http://support.secondlife.com support portal].
* The easier we can reproduce the bug, the more quickly it can get fixed.  For example, instead of saying "I crash when I upload random things", the reproduction should be laid out in specific steps:
*: Example:
*:* Click File > Upload Image ($L10)...
*:* Choose a .TXT file instead of a .JPG file
*:* Click the Open button
: Try sending your writeup to a friend, to see if they can follow it!  If your friend can follow the steps, chances are we can too!
* Consider uploading snapshots, images, videos, crash logs, or any other related files (10MB limit each).  In the above example, you might consider uploading the files you tried to upload that caused the crash.
* '''Do not''' submit more than one issue in a single report.
* '''Do''' search through issues first to ensure yours is not a duplicate.


=== Submitting a bug ===
== ¿Qué pasa si Second Life tiene un problema generalizado en su servicio '''justo en este momento'''? ==
To create a new bug in JIRA, do the following:
* Click the "Create New Issue" link in the blue navigation bar towards the top of the screen.  (If you don't see this, make sure you are [[#Logging in|logged in to JIRA]].)


On the first page:
Generalmente, los problemas de conexión, los teleportes fallidos y cuestiones así aparecen en nuestro '''[http://status.secondlifegrid.net/ Informe del estado del grid]''', y como estamos trabajando en ello ''no'' es preciso enviar un informe de errores.
* Select a '''project''' that most closely matches the kind of bug you are submitting - see [[#Projects and Components]].
** Reminder: you should submit security-related issues directly to the security team. See [[security issues]].
* Select "Bug" as your '''issue type'''.
* Click "Next".


On the last page:
== ¿Y si el error que he encontrado es '''verdaderamente''' grave y no debería hacerse público? ==
* Enter a concise but descriptive '''summary''' (title) for the issue
* Select the '''priority''' (severity) of the bug.  For example, a "blocker" bug might render the program useless, but a "small" bug might be merely cosmetic.  Click the icon next to the dropdown for more details.
* Select '''components''' that narrow the scope of the bug.  You can select multiple components by Ctrl-clicking.
* Choose the '''versions''' that the bug effects.  You should only select those versions where you have observed the bug, and only select a "first look" version if the bug ''only'' applies to First Look.
* The '''Linden Lab Issue ID''' should generally be left blank unless you are a Linden.  If you want to reference a support ticket number, that should go in the description, not here.
* Describe the '''environment''' in which the problem occurs, if you have noticed that the bug only occurs with certain hardware or software configurations.  One way to find such information is the About box inside Second Life.  You can guesstimate whether certain facts might be relevant (such as graphics card model for graphics problems, or headset models for voice features) and look for further help in narrowing things down.  If configuration doesn't seem to matter, you can leave it blank.
** For example, "Only happens with Mac OS X 10.4.1," or "Seen only with NVIDIA GeForce Go 7800 card," etc.
* Enter a detailed '''description''' of the issue, and be sure to include:
** Steps to reliably reproduce the bug (how to make the bug happen), or at least a description of what seems to lead to the bug, in some detail.  Try to make this as simple as possible while still being specific enough to reproduce the bug.  Simpler reproductions make it easier to narrow down the causes.
** Observed results (what happens when the bug occurs)
** Expected results (what behavior you would have expected instead)
** Anything else which you think might help, such as forum links or blog posts.
** Again, be as detailed as possible without including personal information!
* If you have a screenshot or video of the bug, or any other relevant file, you can attach it under '''attachment'''.  Note that it has a 10MB size limit per file.  You can also attach additional files later. (See [[Debug Help]] for various ways to provide such additional information.)
* If you are a programmer and are attaching a patch for the source code, enter the '''source version''' the patch is against and check the '''patch attached''' box.
* Finally, click "Create" to create the new issue.


=== Submitting a new feature ===
'''[[Security_issues|Infórmate sobre nuestros pasos de seguridad]]''' para [http://es.wikipedia.org/wiki/Exploit "exploits"] que pongan en peligro los datos de la vida real o destruyan contenido, y para otros problemas serios que necesitan discreción y ser solucionados tan pronto como sea posible.
The process is similar to submitting a bug, with the following differences:


* Select "New Feature" instead of "Bug" as your '''issue type'''.
== ¡Informé de un error y no se ha arreglado! ¿Por qué? ==
* Instead of a "reproduction", clearly describe the desired implementation and functionality of the new feature. Make sure it hasn't already been done — you can refer to [http://www.slhistory.org/index.php/Release_Notes release notes] for historical context and [http://blog.secondlife.com/ read our blog] to learn more about what we're doing next.


=== Voting for issues ===
Corregimos muchos errores, pero no es realista esperar que arreglemos ''todos de golpe''. Veamos esto más detenidamente:
You can vote for new features and bugs that you wish to see resolved, and [https://jira.secondlife.com/secure/IssueNavigator.jspa?mode=hide&requestId=10071 view all issues by # of votes]. JIRA uses [http://en.wikipedia.org/wiki/Approval_voting approval voting], so you can vote for as many (or few) issues as you'd like, and you get 1 vote per issue.


Votes can readily be used as part of our prioritization process. Note that since we need to look at aspects such as feasibility and the time required for implementation, a highly-voted issue isn't necessarily going to be resolved ahead of a lesser-voted, but more doable one.
* '''¿Qué sabemos?''' No podemos actuar en errores que no podemos repoducir o de los que no tenemos suficiente información. Es cómo decirle a la policía que investigue un crimen sin pistas. (Los 'bugs' no son criminales, ¡pero es indudable que nos joroban!)
* '''¿Es suficientemente prioritario?''' Por ejemplo, un error de pérdida de inventario que afecta a muchos Residentes tiene una prioridad mucho mayor que un cambio cosmético que sólo interesa a algunos.
* '''¿Cuáles son las interdependencias?''' Second Life es un sistema complejo y debemos asegurarnos -incluso cuando el "bug" ''parece'' sencillo- de que arreglarlo no creará otros en áreas relacionadas.


=== Return to check on issue status ===
Para entenderlo mejor, [http://blogs.secondlife.com/community/technology/blog/2009/08/29/taking-technical-feedback-from-residents mira esto].
Linden Lab will review issues submitted to jira.secondlife.com on a regular basis. The engineering team may require additional information from the issue reporter, or other contributors, so reviewing all of your created/commented issues regularly will be useful while email support in JIRA is disabled.


Also, when issues are resolved internally the external site will be updated as well, so check your issues for changes on a regular basis.
== ¿Cómo encontrar qué 'bugs' se han arreglado? ==


== Issue States ==
Busca en el "Bug Tracker" o, si te es más útil, '''[[:Category:Release_Notes|revisa las Notas de Lanzamiento]]'''. Cada versión muestra destacada y detalladamente qué ha cambiado.


=== Available states ===
== ¿Quieres saber más? ==


Here is how Linden Lab is using the resolutions:
Date un tiempo para digerir lo que has aprendido sobre el manejo esencial de los informes de fallos. Y luego:


; Open : This is an issue that belongs to the Assignee to resolve.  The assignee may fix the issue, or kick the issue back to the reporter by marking it "Resolved" (see below)
* '''[[Issue_Tracker/FAQ|Lee las FAQ del "Bug Tracker"]]''' - Si tus dudas no se han aclarado con lo dicho arriba, mira esto. Algunos puntos destacados son:
; In Progress : This is how a developer signals to everyone that he/she is working on the issue.
** [[Issue_Tracker/Searching|Cómo buscar]]
; Reopened : same as "Open".
** [[Artículo oficial de Linden Lab:Directrices de la participación en la comunidad|Directrices de la participación en la comunidad]]
; Resolved : This is an implicit assignment back to the reporter of the issue.  It is not closed yet, but rather in a state of limbo that depends on the resolution.  It's up to the Reporter to decide whether to reopen an issue, or close it.
** [[Issue_Tracker/Status|Estatus de las distintas resoluciones]]
:; Fixed : means that the bug is fixed in a public release of Second Life.
* '''[[:Category:Bug Tracker|Mira la categoría "Bug Tracker"]]''' - Todas las páginas que hacen referencia al "Bug Tracker".
:; Fix Pending: means that the bug is fixed in a version of the code that should soon be publicly available.
:; Won't Fix : means that the assignee doesn't believe this issue should ever be fixed.
:; Duplicate : means that there's some other issue that describes the same problem/idea.
:; Needs More Info : this issue lacks information
:; Cannot Reproduce : we're applying this label pretty liberally.  Please provide a detailed description of how to reproduce a problem.  Issues that can't be reproduced will eventually be closed.
:; Misfiled : this issue doesn't belong in this issue tracker.
; Closed : The final resting place.


=== What's the difference between the "Fixed" and "Fix Pending" resolutions? ===
[[Category:Bug Tracker/es]]
It's simple:
 
* "Fixed" means the fix is available in the live Second Life release, ''right now''.
* "Fix Pending" means the fix has been made within Linden Lab and ''has not'' been released publicly yet. It may need to undergo extra care, like quality assurance, or requires merging from a [http://en.wikipedia.org/wiki/Branching_%28software%29 branch], before being available to you. Think of it as a "We're almost there... coming soon!" notice.
 
== Second Life JIRA FAQ ==
 
=== Caveats===
* <span style="color: red; font-weight: bold;">The JIRA Issue Tracker is ''not'' for technical support</span>, so please do '''''not''''' enter issues which would require a response tailored to your individual situation.  Examples include:
*:* "I can't change my tier"
*:* "I have a question about the land I bought"
*:* "I lost part of my inventory"
*:* "I keep crashing!"
*:* "Someone stole my L$"
*:* "The sim I'm in is LAGGIN BAD"
*:* "How do I build a house?"
*:* [https://jira.secondlife.com/secure/QuickSearch.jspa?searchString=misfiled More examples of misfiled issues]
*: The people who use the JIRA usually can't do anything about these kinds of issues, and it will most likely be a waste of time (you'll likely get only a "please contact support" reply).  It also makes it harder for your fellow Residents to use the Issue Tracker.  If you're looking for personal assistance, please send your message to the right place by [http://secondlife.com/community/support.php contacting Support], and be sure to include useful details to help Linden Lab help you.
 
 
* Before reporting issues, you should first see if there is any existing information by searching the [http://secondlife.com/community/support.php support resources], and look for the latest status reports on the [http://blog.secondlife.com/ Official Linden Blog].
 
 
'''Note:''' The Second Life Community Standards [LINK: http://secondlife.com/corporate/cs.php] apply to all areas of Second Life, including the Second Life Public Issue Tracker. Any Resident who disregards these guidelines may be banned from future use of the issue tracker.
 
 
Examples of specific behavior or actions which may result in removal from the Issue Tracker:
 
* Using the Issue Tracker to promote your business, cause, blog, website or anything not directly related to the issue at hand.
* Flaming - The act of posting a message that is intended to incite anger or directly attack a person or persons is called "Flaming" and it not appropriate for the Issue Tracker. Please keep to the facts of the issue at hand. Posts that disregard this may be deleted.
* Private Discussions - Blogging your personal opinions or off-topic rants. Pjira is about finding solutions to issues. We love productive feedback. Please stick to the technical details of the matter at hand.
 
=== Logging in ===
* Visit https://jira.secondlife.com and click the 'Log In' link on the top right of the page
* On the login page, enter your Second Life username and password.
* This will now load the main Jira page you saw before but it will have more options, like "Create Issue", a link to edit your profile, and some pre-defined filters.
 
=== Bugs & New Features ===
* You may wish to look through [[Bug Reporting 101]] for things to try before submitting a bug.
* You can also propose new features through JIRA. (JIRA is the successor the [http://secondlife.com/vote/ Feature Voting Tool], because it has better search and parallels the way the Lindens internally organize issues. Plus, you can discuss with other Residents.)
 
=== User profile ===
* Each JIRA user has a ''profile''. The profile consists of your Username (SL name), Fullname (in our case, also your SL name), and all of the JIRA groups you belong to. For most people, this means "jira-users."
 
* The email address associated with your account shall remain anonymous to other users. The address is not visible or configurable at this time. Direct import of your email address from Second Life's database is currently disabled.
 
* The JIRA profile is not editable because allowing changes would introduce conflicts with your Second Life account. If you wish to edit account information such as your email address, please login to the [https://secondlife.com/account account management page] at secondlife.com.
 
=== Customizing preferences ===
* If you want to show more issues per page or change the language JIRA's displayed in, [https://jira.secondlife.com/secure/UpdateUserPreferences!default.jspa Update User Preferences] after logging in.
 
=== Projects and Components ===
* ''Projects'' are used to categorize issues into logical groups.
* ''Components'' are used to specify which part of a system the issue affects. In other words, what is the scope of the problem within a project.
 
{| class="wikitable" border="1"
|+ Projects and Components in JIRA
! Viewer (VWR) !! Service (SVC) !! Website (WEB) !! Miscellaneous (MISC)
|- valign="top"
|
* Avatar/Character
* Building (in-world)
* Chat/IM
* Crashes
* Documentation
* Graphics
* Internationalization
* Inventory
* Land
* Linden Dollars (L$)
* Missing Content
* Performance
* Permissions
* Physics
* Scripting
* Sound
* Source Code
* Stipends
* User Interface
* Voice
|
* HTTPRequest
* Internationalization
* Performance
* Physics
* Scripts
* Simulation
* Teleport
* XML-RPC
|
* Account summary
* blog.secondlife.com
* Developer Directory
* Events
* forums.secondlife.com
* Friends Online
* Interactive map
* jira.secondlife.com
* Land Store
* lindenlab.com
* Lindex
* New account creation
* Public Data Feeds
* Public Metrics & Charts
* secondlife.com
* teen.secondlife.com
* wiki.secondlife.com
|
* Miscellaneous
|}
 
;Second Life Viewer (VWR): Issues pertaining to the Second Life viewer are reported under this project.
:'''Examples''':
:* "My avatar clothing is all black after installing a video driver update" (Component = Avatar/Character)
:* "Objects in my Inventory do not remain sorted in the correct order after logging out and back in again" (Component = Inventory)
 
;Second Life Service (SVC): Issues pertaining to the Second Life service are reported here. 
:'''Examples''':
:* "Server performance decreases when several avatars teleport into the region at once" (Component = Performance and/or Teleport)
:* "My scripted objects are not able to talk to the outside world after Second Life grid downtime" (Component = Scripts).
 
;Second Life Website (WEB): Issues pertaining to the Second Life website are in this project. 
:'''Examples''':
:* "Wiki prevents login for users with a dash in their name" (Component = wiki.secondlife.com)
:* "jira.secondlife.com always forces me to authenticate even if I save my login information" (Component = jira.secondlife.com).
 
;Second Life Miscellaneous (MISC): Any other type of issue should be reported in the MISC project.
:'''Example''':
:* "The TOS does not allow me to edit the viewer source code" (Component = Miscellaneous)
 
=== Security Issues -- a.k.a "the missing Fifth Project" ===
The Security project in Jira is only accessible by Linden employees. However, you can create a new issue there, and the security team will get immediate notification. See [[security issues]] page for more information about submitting issues and collecting bounties for responsibly reporting valid security issues.
 
=== Who is WorkingOnIt Linden? ===
When an issue is being worked on, it may be assigned to "WorkingOnIt Linden" to mark its status.  Any Linden has access to the account.  See [[User:WorkingOnIt Linden]] for details.
 
=== Found a bug on JIRA itself! ===
When you found a bug or other problem (including feature request) on the JIRA itself, Lindens want you to file it on the JIRA run by Atlassian (the developer of JIRA software) by yourself, not thgough the SL public JIRA.  It is available on http://jira.atlassian.com
 
Lindens also want you to put a link to the issue you filed [[Talk:Issue tracker#Feature requests for Atlassian|here]] if you do so.
 
== Searching ==
 
=== Parameters ===
* JIRA searching is easy once you know a bit about the parameters you may use.
* For instructions on searching in JIRA, please visit [http://www.atlassian.com/software/jira/docs/v3.7.1/querysyntax.html JIRA query syntax] and [http://www.atlassian.com/software/jira/docs/v3.7.1/quicksearch.html JIRA quick search].
 
=== Perform a search ===
* First, click on the "Find Issues" link at the top of the screen.
* Next, enter the parameters you wish to search for in the search pane on the left-hand side of the screen.
* As an example, if I wish to search for issues that have not been resolved containing the word "avatar", I would choose the following parameters:
** Project = all projects
** Text search = avatar
** Resolutions = Unresolved
* Another sample search would be for any issues that are fixed in the last week in a particular project. For example, I want to find all bugs in the Second Life Viewer project that were resolved between February 1, 2007 and February 14, 2007. I would enter the following parameters:
** (Optional: Click the "New" link in the search pane to clear settings from any previous searches)
** Project = Second Life Viewer
** Resolution = Fixed
** Updated After = January 31, 2007
** Updated Before = February 15, 2007
 
=== Saving a search as a Filter ===
* A search ''filter'' is a saved search that you may share with others.
* After performing a search as described above, you may save it as a filter by clicking the "Save" link in the Search pane.
* Name the filter something meaningful, for example "Unresolved avatar bugs in all projects."
* Now you can access the search and run it at any time by clicking the "Filter" link in the top right-hand side of the page. This saves time and effort, especially if you frequently run the same complex search and want a handy shortcut!
 
== How do I help out? ==
 
Glad you asked! 
 
=== Marking Duplicates ===
If you notice an newer issue that is a duplicate of an existing issue with a lot more comments, patches, or votes, feel free to choose "Resolve" and choose "Duplicate".  But when you do this, please also choose "Link", and then say "This issue duplicates" and enter the main bug number.  This lets everyone keep track of which bugs are duplicates of each other, and which bugs are reported more than others.  This ensures that bugs that are often reported get the most attention, and also allows the duplicates to be reviewed from one central location, to ensure they are truly duplicates.
 
=== Resolving support issues ===
This one is best left to technically adept users that can spot the difference between a support issue and a bug -- it's not always a simple matter to figure out.  You should at most "Resolve" a report that seems to be a support issue.  "Resolving" an issue puts the responsibility back on the reporter to provide more information on why the report isn't a support issue, and is indeed a reproducible bug that an entire class of user experiences.
 
=== Resolving bugs that you can't reproduce ===
If you do exactly what they say in the bug, with the same environment, and can't reproduce the bug, you should resolve the bug.  Be careful, if a bug is related to graphics rendering, and you do not have the same video card, for example, that is not the same environment and you can't make this determination.  Again this is also best left to technically adept users.
 
=== Reproducing bugs ===
This one is very important!  If you can create a step-by-step list to reproduce the bug in the bug report, this helps Linden Lab concentrate on bugs that can be verifiably fixed.  Unless a bug can be reproduced, it is impossible to know if it has been fixed or not.  Do what the bug reporter said they were doing, write a detailed step-by-step list of things you did to cause the bug to happen, and add it to the bug saying that you have successfully reproduced the bug.  Such bugs with solid reproductions get higher priority in the development process, and help the Bug Triage Team work more efficiently.
 
== Related resources ==
Want to learn more about our Issue Tracker?
 
* '''[[Issue Tracker Forum Transcript]]''' - Info from Rob and Aric Linden on why we have an Issue Tracker, its behind-the-scenes workings, and answers to various questions.

Latest revision as of 10:55, 21 March 2012


¿Hay alguna característica de Second Life que no funciona como debiera? ¡Quizá has encontrado un "bug", un error del software!

Noticias

¿Qué es un "bug"?

Un problema informático no deseado que le ocurre a más de una persona haciendo las mismas acciones y bajo las mismas condiciones.

¿Qué no es un "bug"?

  • NO es algo que se refiere al problema concreto de una cuenta concreta - Los casos individuales que necesitan una respuesta -como podría ser un problema de facturación- son cosas diferentes. Para eso, ve a nuestro Portal de ayuda.

¿Qué es informar de un "bug", de un error?

Es la descripción de un error que tú compartes con nosotros. Los informes de errores son útiles cuando:

  • Son fáciles de seguir - ¿No has dado nunca instrucciones a un conductor indicándole una serie de puntos de referencia a seguir? Los informes de errores deberían ser así: tienen un orden muy claro y un amigo puede seguir sus pasos.
  • ´Son reproducible - Por desgracia, algunos errores son como el Yeti: es difícil encontrar evidencias suyas. Sin embargo, muchos errores son comprobables después de seguir una serie de pasos. Confirmar un error nos permite atraparlo en la naturaleza salvaje.

Pasos para crear un buen informe

Con eso en mente:

  1. Ve a nuestro "Bug Tracker" y lee las instrucciones.
  2. Usa la búsqu8eda del "Bug Tracker" para ver si ya se ha informado del error. Es reconfortante saber que alguien más tiene el mismo problema.
  3. Si tú busqueda no obtiene resultados, escribe un informe del error incluyendo
    1. Los pasos a seguir
      Tan detalladamente como puedas, describe una secuencia de acciones con las que cualquier usuario pueda reproducir el problema. Describe también con toda precisión si hace falta que de den algunas condicones concretas, como, por ejemplo, estar en una parcela concreta o tener asignadas determinadas habilidades en un rol de grupo. Antes de enviar tu informe, revisa tus instrucciones haciendo que alguien las siga y compruebe él mismo el problema. Es bueno que estas instrucciones sean simples, pero mucho mejor que la simplicidad es la integridad.
    2. Describe qué esperabas que ocurriese
      por ejemplo, "el objeto debería de haberse vuelto rojo", o "mi avatar debería de llevar la camiseta"
    3. Describe qué es lo que, en cambio, ocurrió
      Si puedes añadir fotos, vídeo, u otro tipo de imágenes que aclaren el texto, mejor que mejor..
    4. Añade información de apoyo
      Si el problema es que se cayó el visor o una mala interacción con el servidor (por ejemplo, no obteiendo algo que deb erías tener, u ocurriéndote algo en el mundo que no debería ocurrirte), incluye como anexos los archivos de registro ("log files") de tu visor. Asegúrate de indicar tan exacmaente como puedas la hora exacta a la que se prodijo el error, y, así, podremos encontrar información importante en los registros. Mira Finding Log Files para saber cómo encontrarlos.

El objetivo es mostrar a Linden Lab lo que tú ves para que nosotros podamos verlo también y, así, localizar el error y corregirlo.

¡No soy un experto y necesito ayuda!

Tranquilo, todo el mundo ha sido novato alguna vez. En el "Bug Tracker" hay muchísimos temas donde se ve cómo los residentes experimentados ayudan a los que informan por primera vez.

También tenemos encuentros en el mundo ('in world') donde, con anterioridad, puedes añadir errores a la agenda para debatirlos con Residentes y con Lindens.

¿Qué pasa si Second Life tiene un problema generalizado en su servicio justo en este momento?

Generalmente, los problemas de conexión, los teleportes fallidos y cuestiones así aparecen en nuestro Informe del estado del grid, y como estamos trabajando en ello no es preciso enviar un informe de errores.

¿Y si el error que he encontrado es verdaderamente grave y no debería hacerse público?

Infórmate sobre nuestros pasos de seguridad para "exploits" que pongan en peligro los datos de la vida real o destruyan contenido, y para otros problemas serios que necesitan discreción y ser solucionados tan pronto como sea posible.

¡Informé de un error y no se ha arreglado! ¿Por qué?

Corregimos muchos errores, pero no es realista esperar que arreglemos todos de golpe. Veamos esto más detenidamente:

  • ¿Qué sabemos? No podemos actuar en errores que no podemos repoducir o de los que no tenemos suficiente información. Es cómo decirle a la policía que investigue un crimen sin pistas. (Los 'bugs' no son criminales, ¡pero es indudable que nos joroban!)
  • ¿Es suficientemente prioritario? Por ejemplo, un error de pérdida de inventario que afecta a muchos Residentes tiene una prioridad mucho mayor que un cambio cosmético que sólo interesa a algunos.
  • ¿Cuáles son las interdependencias? Second Life es un sistema complejo y debemos asegurarnos -incluso cuando el "bug" parece sencillo- de que arreglarlo no creará otros en áreas relacionadas.

Para entenderlo mejor, mira esto.

¿Cómo encontrar qué 'bugs' se han arreglado?

Busca en el "Bug Tracker" o, si te es más útil, revisa las Notas de Lanzamiento. Cada versión muestra destacada y detalladamente qué ha cambiado.

¿Quieres saber más?

Date un tiempo para digerir lo que has aprendido sobre el manejo esencial de los informes de fallos. Y luego:

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