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| | ''Is a feature not working as expected in your Second Life? You may have found a bug!'' |
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| '''If you're looking for account-specific help, please use our [http://secondlife.com/community/support.php Support resources].''' | | == What's a bug? == |
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| We recommend you thoroughly search them first and look for the latest news on the [http://blog.secondlife.com/ Official Linden Blog] before reporting issues.
| | An unintended computer problem which happens for more than one person under the same conditions. |
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| '''<font color=red>The JIRA Issue Tracker is ''not'' for technical support-type requests</font>''', so please do '''''not''''' enter issues like:
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| :* "I can't login! Help me!"
| | * '''<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]. |
| :* "I keep crashing and want it to stop now!"
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| :* "Someone stole my L$"
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| :* "The sim I'm in is LAGGIN BAD"
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| :* "How do I build a house?"
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| :* [https://jira.secondlife.com/secure/QuickSearch.jspa?searchString=misfiled see more examples of misfiled issues]
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| '''Entering misfiled issues which ''aren't'' actionable and ''don't'' contain clear instructions (see below for more info) 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] (towards the bottom of the page), and be sure to include ''useful details'' to help us help you. | | == What's a bug report? == |
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| == Second Life JIRA FAQ ==
| | A description of a bug, shared by you with us. Useful bug reports are: |
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| === What is JIRA? === | | * '''<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. |
| 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.
| | * '''<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. |
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| '''NOTE''': All submissions to this 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.
| | == Steps to create a good report == |
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| === Bugs & New Features ===
| | With that in mind: |
| * Please read [[Bug_Reporting_101|QA Bug Submission Guidelines]] '''before''' submitting a a bug.
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| * 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.)
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| === User profile ===
| | # '''[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. |
| * 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."
| | # [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. |
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| * 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 goal is to '''show developers what you see, so we can see it too, then hunt down and fix the bug'''. |
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| * 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.
| | == 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. |
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| === Projects and Components === | | == What if Second Life is having a widespread service issue '''right now'''? == |
| * ''Projects'' are used to categorize issues into logical groups.
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| * ''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.
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| * We have configured four different projects in JIRA, each with a number of components. They are:
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| ==== Second Life Viewer (VWR) ====
| | 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 viewer are reported under this project.
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| ===== Available components =====
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| * Avatar/Character
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| * Building
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| * Chat/IM
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| * Crashes
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| * Documentation
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| * Graphics
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| * Inventory
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| * Land
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| * Linden Dollars (L$)
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| * Missing Content
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| * Performance
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| * Permissions
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| * Physics
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| * Scripting
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| * Sound
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| * Stipends
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| * User Interface
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| ===== Examples ===== | | == What if the bug I found is '''really''' serious and shouldn't be shared? == |
| * "My avatar clothing is all black after installing a video driver update" (Component = Avatar/Character)
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| * "Objects in my Inventory do not remain sorted in the correct order after logging out and back in again" (Component = Inventory)
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| ==== Second Life Service (SVC) ====
| | '''[[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. |
| Issues pertaining to the Second Life service are reported here. | |
| ===== Available components =====
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| * HTTPRequest
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| * Performance
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| * Physics
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| * Scripts
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| * Simulation
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| * Teleport
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| * XML-RPC
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| llGetDate() is returning the wrong date
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| Observed at 10:30 PM PDT on March 19, llGetDate() returns 2007-03-20
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| ===== Examples ===== | | == I reported a bug but it hasn't been fixed! Why? == |
| * "Server performance decreases when several avatars teleport into the region at once" (Component = Performance and/or Teleport)
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| * "My scripted objects are not able to talk to the outside world after Second Life grid downtime" (Component = Scripts).
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| ==== Second Life Website (WEB) ====
| | 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 Second Life website are in this project.
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| ===== Available components =====
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| * Account summary
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| * blog.secondlife.com
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| * Developer Directory
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| * Events
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| * forums.secondlife.com
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| * Friends Online
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| * Interactive map
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| * jira.secondlife.com
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| * Land Store
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| * lindenlab.com
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| * Lindex
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| * New account creation
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| * secondlife.com
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| * wiki.secondlife.com
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| ===== Examples =====
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| * "Wiki prevents login for users with a dash in their name" (Component = wiki.secondlife.com)
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| * "jira.secondlife.com always forces me to authenticate even if I save my login information" (Component = jira.secondlife.com).
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| ==== Second Life Miscellaneous (MISC) ====
| | * '''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!) |
| Any other type of issue should be reported in the MISC project.
| | * '''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. |
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| ===== Available component ===== | | == How do I find out where bugs get fixed? == |
| * Miscellaneous
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| ===== Example =====
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| * "The TOS does not allow me to edit the viewer source code" (Component = Miscellaneous)
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| ==== Security Issues -- a.k.a "the missing Fifth Project" ====
| | '''[[:Category:Release_Notes|Check the Release Notes]]'''. Each version contains blow-by-blow highlights of what was changed. |
| 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!
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| See [[security issues]] page for more information about submitting issues and collecting bounties for responsibly reporting valid security issues.
| | == How do I report abuse on the Bug Tracker? == |
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| === Searching ===
| | 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''! |
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| ==== Parameters ====
| | # In the Second Life Viewer (not on the web), select '''Help''' menu > '''Report Abuse'''. |
| * JIRA searching is easy once you know a bit about the parameters you may use.
| | # Fill in all the fields. Not all abuse categories apply to the Bug Tracker, but you may see an intolerant comment, for example. |
| * 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].
| | # 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. |
| | #: [[File:Bug_Tracker_comment_permalink.png]] |
| | # Click '''Report Abuse''' and our Bug Tracker admins will check it out shortly. |
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| ==== Perform a search ====
| | 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. |
| * First, click on the "Find Issues" link at the top of the screen.
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| * Next, enter the parameters you wish to search for in the search pane on the left-hand side of the screen.
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| * 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:
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| ** Project = all projects
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| ** Text search = avatar
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| ** Resolutions = Unresolved
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| * 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:
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| ** (Optional: Click the "New" link in the search pane to clear settings from any previous searches)
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| ** Project = Second Life Viewer
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| ** Resolution = Fixed
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| ** Updated After = January 31, 2007
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| ** Updated Before = February 15, 2007
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| ==== Saving a search as a Filter ==== | | == Want to know more? == |
| * A search ''filter'' is a saved search that you may share with others.
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| * After performing a search as described above, you may save it as a filter by clicking the "Save" link in the Search pane.
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| * Name the filter something meaningful, for example "Unresolved avatar bugs in all projects."
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| * 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!
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| == Reporting an issue in JIRA ==
| | After you've learned the essentials of bug reporting, give it some time to digest. Then: |
| 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].
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| === Determine if the issue has already been submitted ===
| | * '''[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: |
| 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!
| | ** [[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. |
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| 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]] |
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| 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.
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| === Read the QA Bug Submission Guidelines ===
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| Before you submit a bug, be sure you are familiar with our [[Bug_Reporting_101|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!
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| === Submitting a bug ===
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| * To create a new bug in JIRA, do the following:
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| ** Click the "Create New Issue" link in the blue navigation bar towards the top of the screen.
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| ** Select a project that most closely describes the kind of bug you are submitting
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| ** Select "Bug" as your "Issue Type".
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| ** Enter a concise yet descriptive summary of the issue
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| *** Be careful to omit Resident names or other personally-identifying information if it can be avoided!
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| ** Select a component that narrows the scope of the bug
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| ** Describe the environment in which the problem occurs
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| *** For example, "Only happens with Mac OS X 10.4.1," or "Seen only with NVIDIA GeForce Go 7800 card," etc.
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| ** Enter a detailed description of the issue:
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| *** Steps to reproduce the bug (how to make the bug happen)
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| *** Observed results (what happens when the bug occurs)
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| *** Expected results (what behavior you would have expected instead)
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| *** Again, be as detailed as possible without including personal information!
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| ** Finally, click "Create" to create a new bug
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| === Submitting a new feature ===
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| The process is similar to submitting a bug, with the following differences:
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| * You select "New Feature" instead of "Bug" as your "Issue Type".
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| * 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.
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| For both bugs and new features, feel free to include links to other relevant info for an issue, such as forum and blog posts.
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| === Voting for issues ===
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| 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.
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| 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.
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| === Return to check on issue status ===
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| 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.
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| Also, when issues are resolved internally the external site will be updated as well, so check your issues for changes on a regular basis.
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| == Issue States ==
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| Here is how Linden Lab is using the resolutions:
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| * 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)
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| * In progress - This is how a developer signals to everyone that he/she is working on the issue.
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| * Reopened - same as "Open".
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| * 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.
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| ** Fixed - means that the bug is fixed in a public release of Second Life.
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| ** Fixed Internally - means that the bug is fixed in a version of the code that should soon be publicly available.
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| ** Won't Fix - means that the assignee doesn't believe this issue should ever be fixed.
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| ** Duplicate - means that there's some other issue that describes the same problem/idea.
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| ** Needs More Info - this issue lacks information
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| ** Cannot Reproduce - we plan to apply 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.
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| ** Misfiled - this issue doesn't belong in this issue tracker. Please file the issue elsewhere.
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| * Closed - The final resting place.
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| == How do I help out? ==
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| Glad you asked!
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| === Marking Duplicates ===
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| 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.
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| === Resolving support issues ===
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| 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.
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| === Resolving bugs that you can't reproduce. ===
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| 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.
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| === Reproducing bugs ===
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| 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.
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| == What's the difference between "Fixed Internally" and "Fixed" resolutions? ==
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| It's simple:
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| * "Fixed" means the fix is available in the live Second Life release, ''right now''.
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| * "Fixed Internally" means the fix has been made within Second Life, where it may need to undergo extra care, like quality assurance, or merged from a [http://en.wikipedia.org/wiki/Branching_%28software%29 branch], before being made public. Think of it as a "We're almost there... coming soon!" notice.
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| == Customizing preferences ==
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| 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. (The email options currently have no effect, see [https://jira.secondlife.com/browse/WEB-58 WEB-58] for why.)
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| == [[User:WorkingOnIt_Linden|Who is WorkingOnIt Linden?]] ==
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