Bug Tracker/Status

Here's how Linden Lab uses the various resolution states:

Open

An issue that belongs to the Assignee to resolve. The Assignee may fix the issue, or bounce the issue back to the person who reported it by marking it "Resolved" (see below).

In Progress

How a developer signals to everyone that they're working on the issue.

Reopened

Same as "Open". Even though it was closed before, it's now reported as a problem that still needs attention.

Resolved

An implicit assignment back to the reporter of the issue. It's 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.

Fixed

The bug is fixed in a public release of Second Life.

Fix Pending

The bug is fixed in a version of the code that should soon be publicly available.

Contact Support

The issue does NOT belong in the Issue Tracker, and needs to be handled through the Support Portal.

Won't Finish

The assignee or Linden Lab doesn't reasonably believe this issue should or will be fixed.

Duplicate

There's another issue about the same problem/idea.

Expected Behavior

This is NOT a bug and functions by design see this.

Needs More Info

The issue lacks actionable information. Add the info or it CAN'T be investigated.

Under Advisement

An issue that's about policy, instead of a technical bug. This status shows that the issue has been viewed and is being discussed by Linden Lab.

Cannot Reproduce

Following the stated steps does NOT show the problem. Please provide a solid description of how to reproduce the problem, otherwise it's like finding Bigfoot. Issues that can't be reproduced will eventually be closed.

Misfiled

This issue doesn't belong in the Issue Tracker. Often, these are afoul of our rules.

Closed

The final resting place. It's done!

After an issue gets Linden attention, you can follow along.

After Aug 23

Here's how Linden Lab uses the workflow status and resolution field:

Pending

Initial state when an issue/ticket is created. All issues in "Pending" will be reviewed and triaged.

Acknowledged

When an issue has been imported to an internal Linden Lab project, it will be marked as Acknowledged.

Fix Pending

When the imported issue has passed QA internally, then the public issue will change to Fix Pending. The bug is fixed in a version of the code that should soon be publicly available.

Released (Resolution = Fixed)

When the imported issue has been released (when it's marked as Closed), then the public issue will be marked as Released and the Resolution = Fixed.

Closed

Resolution = Fixed

When the Reporter agrees the issues is fixed in Production, s/he should mark the issue as Closed.

Resolution = Won't Finish

The assignee or Linden Lab doesn't reasonably believe this issue should or will be fixed.

Resolution = Duplicate

There's another issue about the same problem/idea. See the issues linked to it.

Needs More Info (Resolution = Incomplete)

The issue lacks actionable information. Add the info or it CAN'T be investigated.

Cannot Reproduce (Resolution = Incomplete)

Following the stated steps does NOT show the problem. Please provide a solid description of how to reproduce the problem, otherwise it's like finding Bigfoot. Issues that can't be reproduced will eventually be closed.

Deferred (Resolution = Incomplete)

The problem/idea is being evaluated.

Support Issue (Resolution = Not Applicable)

The issue does NOT belong in the Issue Tracker, and needs to be handled through the Support Portal or Life Answers.

Expected Behavior (Resolution = Not Applicable)

This is NOT a bug and functions by design See Expected Behavior aka Not a Bug.

Misfiled (Resolution = Not Applicable)

This issue doesn't belong in the Issue Tracker. Often, these are afoul of our rules.

After an issue gets Linden attention, you can follow along.

Diagram of Workflow

Note:

• Diagram does not have all the transition arrows.
• A terminal state is a state that's not a middle step in a workflow, and would frequently be the last state for an issue. "Contact Support" is a good example.

Transition to New Resolutions

Definitions
Status = Step in the workflow; the stage the issue is currently at in its lifecycle; ie the box in the workflow diagram
Resolution = a record of the issue's resolution. If Resolution is blank, the issue is "Unresolved." If Resolution has a value, the issue is "Resolved" and will appear crossed out in JIRA. This is regardless of the workflow status.

Resolution	Migration Plans
Fixed	no change
Duplicate	no change
Won't Finish	no change
Not Applicable	new
Incomplete	new
Cannot Reproduce	Change to "Cannot Reproduce" Status, Resolution = Incomplete
Contact Support	Change to "Support Issue" Status, Resolution = Incomplete
Expected Behavior	Change to "Expected Behavior" Status, Resolution = Not Applicable
Misfiled	Change to "Misfiled" Status, Resolution = Not Applicable
Needs More Info	Change to "Needs More Info" Status, Resolution = Incomplete
Under Advisement	Change to "Deferred" Status, Resolution = Incomplete