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''Is a feature not working as expected in your Second Life? You may have found a bug!''


== Second Life JIRA FAQ ==
== What's a bug? ==


=== What is JIRA? ===
An unintended computer problem which happens for more than one person under the same conditions.


The Second Life open source initiative uses Atlassian's [http://www.atlassian.com/software/jira JIRA] project management tool for issue tracking. Located at [https://jira.secondlife.com jira.secondlife.com], this issue tracker offers a searchable database of issues submitted by the Second Life community. You, too, can submit issues you find when using the open source or standard versions of Second Life. Please familiarize yourself with the information in this page before proceeding to JIRA.


=== Bugs & New Features ===
* '''<font color="red">NOT account-specific, support issues</font>''' - Individual situations that desire a response, such as a billing problem, are ''different'' For those, [http://secondlife.com/support visit our Support Portal].


* Please read [[QA|QA Bug Submission Guidelines]] '''before''' submitting a a bug.
== What's a bug report? ==
* You can also propose new features through JIRA. (JIRA is emerging to succeed the [http://secondlife.com/vote/ Feature Voting Tool] with your help, because it has better search and parallels the way we Lindens internally organize issues. Plus, you can discuss with other Residents.)


=== User profile ===
A description of a bug, shared by you with us. Useful bug reports are:


* 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 too. For most people, this means "jira-users."
* '''<font color="red">Easy-to-follow</font>''' - Ever given driving directions, where you emphasize landmarks to watch for? Bug reports should be like that: they have a sensible order and a friend can follow your steps.
* '''<font color="red">Reproducible</font>''' - Sadly, some bugs are like Bigfoot — hard to find evidence of. But many bugs happen reliably after following a series of steps. Confirm a bug so we can catch it in the wild.


* 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.
== Steps to create a good report ==


* 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.
With that in mind:


=== Projects and Components ===
# '''[http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545 Read the article]''' about how to submit a bug.
# [https://feedback.secondlife.com Go to our Bug Tracker]
# Write a bug report including:
## '''Steps to follow'''
##:In as much detail as possible, describe a sequence of actions that any user can take to cause the problem to occur.  If particular conditions are required, such as being in a specific parcel or having particular permissions set for a group role, describe them carefully.  Before submitting your report, test your instructions by having someone else follow them to see if they see the problem. Making these instructions simple is good, but completeness is better than simplicity.
## '''Describe what you expected to happen'''
##: such as "the object should change to red" or "my avatar should be wearing the shirt"
## '''Describe what happened instead'''
##: If you are able to provide pictures, video, or other illustrations in addition to text, even better.
## '''Attach supporting information'''
##: If the problem is a viewer crash or a bad interaction with the server (not getting something you should have, or having an effect on the world that you should not have, for example), include the log files from your viewer as attachments.  Be sure that you specify as closely as possible the exact time at which the problem occur so that we can find any relevant information in the logs.  See [[Finding Log Files]] for how to find them.


* ''Projects'' are used to categorize issues into logical groups.
The goal is to '''show developers what you see, so we can see it too, then hunt down and fix the bug'''.
* ''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.
* We have configured four different projects in JIRA, each with a number of components. They are:


==== Second Life Viewer (VWR) ====
== I'm not a geek and I need help! ==
Issues pertaining to the Second Life viewer are reported under this project.  
Don't worry, everyone was new once. There's lots of discussion on the Bug Tracker where experienced Residents help new bug reporters.
===== Available components =====
* Avatar/Character
* Building
* Chat/IM
* Crashes
* Documentation
* Graphics
* Inventory
* Land
* Linden Dollars (L$)
* Missing Content
* Performance
* Permissions
* Physics
* Scripting
* Sound
* Stipends
* User Interface


===== Examples =====
== What if Second Life is having a widespread service issue '''right now'''? ==
* "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) ====
Generally, login problems, teleport failures, and such are shown on our '''[http://status.secondlifegrid.net/ Grid Status Reports]''' and since we're already working on it, there's ''no'' need to file a bug report.
Issues pertaining to the Second Life service are reported here.  
===== Available components =====
* HTTPRequest
* Performance
* Physics
* Scripts
* Simulation
* Teleport
* XML-RPC
===== 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) ====
== What if the bug I found is '''really''' serious and shouldn't be shared? ==
Issues pertaining to the Second Life website are in this project.
===== Available components =====
* 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
* secondlife.com
* wiki.secondlife.com
===== 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)  ====
'''[[Security_issues|Learn about our Security Issues steps]]''' for exploits that compromise real-life identity, destroy content, and other serious issues that need discretion to be fixed ASAP.
Any other type of issue should be reported in the MISC project.


===== Available component =====
== I reported a bug but it hasn't been fixed! Why? ==
* Miscellaneous
===== Example =====
* "The TOS does not allow me to edit the viewer source code" (Component = Miscellaneous)


==== Security Issues -- a.k.a "the missing Fifth Project" ====
We fix many bugs, but it's unrealistic to expect that we'll fix ''all'' of them. Let's look at this closer:
Issues pertaining to the security of Second Life should be emailed to the [mailto:security@lindenlab.com Second Life Security mailing list] rather than posted on jira.secondlife.com. Emailing them directly to Linden Lab helps us keep Second Life secure!


See [[security issues]] page for more information about submitting issues and collecting bounties for responsibly reporting valid security issues.
* '''What do we know?''' We can't act on bugs that we can't reproduce or don't have enough info about. It's like telling the police a crime happened without evidence. (While bugs aren't criminals, they certainly cause us pain!)
* '''Is it enough of a priority?''' For example, an inventory loss bug that affects many Residents gets a much higher priority than a cosmetic glitch only noticed by a few.
* '''What are the dependencies?''' Second Life is a complex system and we need to be sure, even if a bug ''seems'' simple, that fixing it won't create more bugs in related areas.


=== Searching ===
== How do I find out where bugs get fixed? ==


==== Parameters ====
'''[[:Category:Release_Notes|Check the Release Notes]]'''. Each version contains blow-by-blow highlights of what was changed.
* 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 ====
== How do I report abuse on the Bug Tracker? ==
* 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 ====
Unproductive discussion is discouraging, rude, and wastes time better spent fixing issues. We don't tolerate behavior like flaming which violates our [[Linden_Lab_Official:Community_Participation_Guidelines|guidelines]] — please report abuse so we can help keep the Bug Tracker a welcome environment! Thank ''you''!


* A search ''filter'' is a saved search that you may share with others.
# In the Second Life Viewer (not on the web), select '''Help''' menu > '''Report Abuse'''.
* After performing a search as described above, you may save it as a filter by clicking the "Save" link in the Search pane.  
# Fill in all the fields. Not all abuse categories apply to the Bug Tracker, but you may see an intolerant comment, for example.
* Name the filter something meaningful, for example "Unresolved avatar bugs in all projects."
# In the '''Details''' field, link directly to the abusive comment by clicking the link icon that appears when you hover over a comment, or specific issue where the comment is.
* 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!
#: [[File:Bug_Tracker_comment_permalink.png]]
# Click '''Report Abuse''' and our Bug Tracker admins will check it out shortly.


== Reporting an issue in JIRA ==
Depending on the severity of the abuse, the violator may get a warning or be permanently ''banned'' from the Bug Tracker and even all of Second Life.


To report a new feature, or a bug or problem encountered while using Second Life Open Source Viewer or the Second Life Service itself, please log in to [https://jira.secondlife.com jira.secondlife.com].
== Want to know more? ==


=== Determine if the issue has already been submitted ===
After you've learned the essentials of bug reporting, give it some time to digest. Then:


Upon login to JIRA, you will land on the Home page. Here you have access to some global filters which give you access to the most up-to-date information on submitted issues. The preset filters include all unresolved (unfixed or untested) issues within each project. Of course you may create and save your own filters at any time, or simply run a new search. Either way, it is best practice to search for issues you wish to report in several ways before submitting them!
* '''[http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545 How to report a bug]''' - If your question wasn't answered above, see this. Highlights include:
** [[Linden_Lab_Official:Community_Participation_Guidelines|Community Participation Guidelines]]
** [[Bug_Tracker/Status|Resolution statuses]]
* '''[[:Category:Bug Tracker|Visit the Bug Tracker category]]''' - All pages related to the Bug Tracker.


If the issue already was submitted, feel free to leave a comment containing supporting information, or if it's a bug, possibly another reproduction for the QA team. The more information we have about a specific issue, the higher chance of a resolution.
[[Category:Bug Tracker]]
 
It can't be emphasized enough that '''searching for existing issues before filing a new one is the most important step in the submission process'''. Issues submitted more than once take time and effort to find and categorize -- and that is time our team could be spending testing issues and fixing problems instead. The same is true for new features already proposed by other Residents, because duplicates dilute votes, making them less effective.
 
=== Read the QA Bug Submission Guidelines ===
 
Before you submit a bug, be sure you are familiar with our [[QA|QA Bug Submission Guidelines]]. Following them ensures our QA team's ability to reproduce the issue and transfer it to our internal tracking system for resolution by the Linden Lab Development Team!
 
=== Submitting a bug ===
 
* 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.
** Select a project that most closely describes the kind of bug you are submitting
** Select "Bug" as your "Issue Type".
** Enter a concise yet descriptive summary of the issue
*** Be careful to omit Resident names or other personally-identifying information if it can be avoided!
** Select a component that narrows the scope of the bug
** Describe the environment in which the problem occurs
*** 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:
*** Steps to reproduce the bug (how to make the bug happen)
*** Observed results (what happens when the bug occurs)
*** Expected results (what behavior you would have expected instead)
*** Again, be as detailed as possible without including personal information!
** Finally, click "Create" to create a new bug
 
=== Submitting a new feature ===
 
The process is similar to submitting a bug, with the following differences:
 
* You select "New Feature" instead of "Bug" as your "Issue Type".
* Instead of a "reproduction", clearly describe what the desired implementation and functionality of this new feature is. 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.
 
For both bugs and new features, clarity is appreciated: think about how you would communicate the importance of an issue to fellow Residents and garner their support. Also feel free to include links to other relevant info for an issue, such as forum and blog posts.
 
=== Voting for issues ===
 
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 easily doable one.
 
=== Return to check on issue status ===
 
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.

Latest revision as of 00:49, 27 January 2024

Is a feature not working as expected in your Second Life? You may have found a bug!

What's a bug?

An unintended computer problem which happens for more than one person under the same conditions.


  • NOT account-specific, support issues - Individual situations that desire a response, such as a billing problem, are different For those, visit our Support Portal.

What's a bug report?

A description of a bug, shared by you with us. Useful bug reports are:

  • Easy-to-follow - Ever given driving directions, where you emphasize landmarks to watch for? Bug reports should be like that: they have a sensible order and a friend can follow your steps.
  • Reproducible - Sadly, some bugs are like Bigfoot — hard to find evidence of. But many bugs happen reliably after following a series of steps. Confirm a bug so we can catch it in the wild.

Steps to create a good report

With that in mind:

  1. Read the article about how to submit a bug.
  2. Go to our Bug Tracker
  3. Write a bug report including:
    1. Steps to follow
      In as much detail as possible, describe a sequence of actions that any user can take to cause the problem to occur. If particular conditions are required, such as being in a specific parcel or having particular permissions set for a group role, describe them carefully. Before submitting your report, test your instructions by having someone else follow them to see if they see the problem. Making these instructions simple is good, but completeness is better than simplicity.
    2. Describe what you expected to happen
      such as "the object should change to red" or "my avatar should be wearing the shirt"
    3. Describe what happened instead
      If you are able to provide pictures, video, or other illustrations in addition to text, even better.
    4. Attach supporting information
      If the problem is a viewer crash or a bad interaction with the server (not getting something you should have, or having an effect on the world that you should not have, for example), include the log files from your viewer as attachments. Be sure that you specify as closely as possible the exact time at which the problem occur so that we can find any relevant information in the logs. See Finding Log Files for how to find them.

The goal is to show developers what you see, so we can see it too, then hunt down and fix the bug.

I'm not a geek and I need help!

Don't worry, everyone was new once. There's lots of discussion on the Bug Tracker where experienced Residents help new bug reporters.

What if Second Life is having a widespread service issue right now?

Generally, login problems, teleport failures, and such are shown on our Grid Status Reports and since we're already working on it, there's no need to file a bug report.

What if the bug I found is really serious and shouldn't be shared?

Learn about our Security Issues steps for exploits that compromise real-life identity, destroy content, and other serious issues that need discretion to be fixed ASAP.

I reported a bug but it hasn't been fixed! Why?

We fix many bugs, but it's unrealistic to expect that we'll fix all of them. Let's look at this closer:

  • What do we know? We can't act on bugs that we can't reproduce or don't have enough info about. It's like telling the police a crime happened without evidence. (While bugs aren't criminals, they certainly cause us pain!)
  • Is it enough of a priority? For example, an inventory loss bug that affects many Residents gets a much higher priority than a cosmetic glitch only noticed by a few.
  • What are the dependencies? Second Life is a complex system and we need to be sure, even if a bug seems simple, that fixing it won't create more bugs in related areas.

How do I find out where bugs get fixed?

Check the Release Notes. Each version contains blow-by-blow highlights of what was changed.

How do I report abuse on the Bug Tracker?

Unproductive discussion is discouraging, rude, and wastes time better spent fixing issues. We don't tolerate behavior like flaming which violates our guidelines — please report abuse so we can help keep the Bug Tracker a welcome environment! Thank you!

  1. In the Second Life Viewer (not on the web), select Help menu > Report Abuse.
  2. Fill in all the fields. Not all abuse categories apply to the Bug Tracker, but you may see an intolerant comment, for example.
  3. In the Details field, link directly to the abusive comment by clicking the link icon that appears when you hover over a comment, or specific issue where the comment is.
    Bug Tracker comment permalink.png
  4. Click Report Abuse and our Bug Tracker admins will check it out shortly.

Depending on the severity of the abuse, the violator may get a warning or be permanently banned from the Bug Tracker and even all of Second Life.

Want to know more?

After you've learned the essentials of bug reporting, give it some time to digest. Then:

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