Difference between revisions of "Bug Tracker/FAQ"

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=== How do I create a search for the issues I've voted on or am watching? ===
=== How do I create a search for the issues I've voted on or am watching? ===
Out of the box, Atlassian provides a filter for viewing the issues you are [http://jira.secondlife.com/secure/UserWatches!default.jspa watching] and [http://jira.secondlife.com/secure/UserVotes!default.jspa voted] on. However these filters have limited functionality (i.e. you can sort the columns or add other filter criteria). You can create your own Watching or Voted filter by using the "View Watcher" and "View Voter" fields. By creating a filter using one of these fields populated with your Second Life account name, you can create a filter (and add any other criteria you'd like) that has the same features as other find issues results.
Out of the box, Atlassian provides a filter for viewing the issues you are [http://jira.secondlife.com/secure/UserWatches!default.jspa watching] and [http://jira.secondlife.com/secure/UserVotes!default.jspa voted] on. However these filters have limited functionality (i.e. you can sort the columns or add other filter criteria). You can create your own Watching or Voted filter by using the "View Watcher" and "View Voter" fields. By creating a filter using one of these fields populated with your Second Life account name, you can create a filter (and add any other criteria you'd like) that has the same features as other find issues results.
== How can I help Linden Lab track its bugs? ==
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.
=== Sorting issues in the wrong categories ===
If an issue is in the wrong category (i.e. a VWR issue that belongs in SVC) it should never be resolved as "misfiled." Instead, a comment should be left on [http://jira.secondlife.com/browse/WEB-566 WEB-566] listing the issue and where it should be belong. A JIRA volunteer will make sure it gets moved to the appropriate place.

Revision as of 13:36, 15 October 2009


Open Source Portal

<< Back to Issue Tracker

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Not a method for support
    

The JIRA Issue Tracker is not for technical support, 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 LAGGING BAD"
  • "How do I build a house?"
  • more examples of misfiled issues...

The Linden employees who use the JIRA usually cannot do anything about these kinds of issues, and it will most likely waste your time with an unnecessary delay (you will likely get only a "please contact support" reply). It also makes it harder for others to search the Issue Tracker. If you're looking for personal assistance, please send your message to the right place by contacting Support, and be sure to include useful details to help the Support team help you.

How do I log in to the Tracker?

  • 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 (Firstname Lastname) and password.
  • This will now load the main page you saw before-- but it will have more options, like "Create Issue"; a link to edit your Issue Tracker profile, and some pre-defined search filters.

What is the difference between Bugs & New Features?

  • A bug means something does not work correctly compared to the way it was designed or should be expected to.
  • You may wish to look through Bug Reporting 101 for things to try before submitting a bug.
  • A new feature is something that Second Life does not do already, but you think it would be a great idea or improvement if it could in the future.
  • You can propose new features through JIRA and allow other Residents to comment, make more suggestions, and add Votes for it!

What is my User profile? Why can't I edit my User profile?

  • Each JIRA user has a profile. The profile consists of your Username (your 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 account management page at secondlife.com.

Can I customize any preferences in the Issue Tracker?

  • If you want to show more issues per page, or change the language that JIRA is displayed in, Update User Preferences after logging in.


What if English isn't my first language and the Issue Tracker is too hard to understand?

The Issue Tracker itself has an option to change its language. What you want to do is:

  • Login to jira.secondlife.com
  • Click “Profile” near the upper-right.
  • Click “Edit Preferences” in the left sidebar.
  • Change “Locale” from “English” to your preferred language. See a picture


Can I write my bug report in another language?

This is still a very new thing, and while we have a growing number of Lindens who are multilingual, to have your issue understood broadly by the release & engineering team of Linden Lab, please have a friend help you with an English translation.

What are Projects and Components

  • Projects are used to categorize issues into logical groups. One big project is "VWR" -- that means our Second Life viewer, which is the software package you downlaod to use Second Life.
  • Once you are reporting something inside a specific project, Components are used to specify which part of a system your issue affects. In other words, what is the area of the problem within a project.
Projects and Components in JIRA
Viewer (VWR) Service (SVC) Website (WEB) Miscellaneous (MISC)
  • 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 -- What is the "SEC" Project?

The Security project in Jira is only accessible to be read by Linden employees. However, you can create a new report 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 investigated internally by Linden Lab, it may be assigned to "WorkingOnIt Linden" to mark its status. This is a step closer to having your issue addressed, compared to when it is Unassigned to no-one.

Any Linden has access to the account. See User:WorkingOnIt Linden for details.

What's the difference between the "Fixed" and "Fix Pending" resolutions?

It's simple:

  • "Fixed" means the fix is available in the a version of Second Life that you can download, right now.
  • "Fix Pending" means the fix has been made within Linden Lab's code and has not been released publicly yet. It may need to undergo extra care, like quality assurance, or requires merging from a branch, before being available to you. Think of it as a "We're almost there... coming soon!" notice.


Why was my issue resolved with a status of "Expected Behavior"?

Often the Second Life software is behaving exactly as designed, but it can look wrong if you're not aware of the reasons behind the behavior. This status is used for such cases -- where what you saw happen was not a bug, but you are asking for a new behavior we never thought of yet.

If you would like to push for a change in that behavior:

  • Reopen the issue (be sure to state the reason for your reopening in the comments)
  • On the left-hand bar, click Edit. You MUST change the Issue Type field to "New Feature," and click Save.

How do I search through older bugs?

Read the Issue tracker/Searching page for more helpful hints.


I found a bug about the Issue Tracker itself!

When you found a bug or other problem (including feature request) on the way JIRA itself works, it is better to file it on the bug tracker run by Atlassian (the developer of JIRA software) for their product, not through Second Life's public version of JIRA. It is available on http://jira.atlassian.com

Lindens suggest you can also post a link to the issue you filed here if you do so.

But what does "JIRA" stand for?

Err... it means “Godzilla”. No, really.

How do I create a search for the issues I've voted on or am watching?

Out of the box, Atlassian provides a filter for viewing the issues you are watching and voted on. However these filters have limited functionality (i.e. you can sort the columns or add other filter criteria). You can create your own Watching or Voted filter by using the "View Watcher" and "View Voter" fields. By creating a filter using one of these fields populated with your Second Life account name, you can create a filter (and add any other criteria you'd like) that has the same features as other find issues results.

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