Bug Tracker/Status

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

Waiting Review

Initial state when an issue/ticket is created or when it is reopened from a resolved or closed state. All issues in in this state will be reviewed and triaged.

Acknowledged

After we upgrade (planned for Sept 7): When an issue has been imported to an internal Linden Lab project, it will be marked as Acknowledged. We're installing a custom tool to enable syncing between internal and external projects (ie VWR, SVC, WEB).
Prior to upgrade: Acknowledge is all issues that were In Progress.

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 issue 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 but will not be worked on at the moment.

Contact Support (Resolution = Not Applicable)

The issue does NOT belong in the Issue Tracker, and needs to be handled through the Support Portal or Second 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. "Support Issue" is a good example.

Priority Definitions

• Showstopper - a issue that could (or did) cause disastrous consequences. For example critical loss of data, critical loss of system availability, critical loss of security, critical loss of safety.
• Severe - a issue that could (or did) cause very serious consequences. For example a function is severely broken, cannot be used and there is no workaround.
• Major - a issue that could (or did) cause significant consequences, but there is a workaround. For example: A function is badly broken but workaround exists.
• Minor (default) - a issue that could (or did) cause small or negligible consequences. Easy to recover or workaround. For example: misleading error messages, displaying output in a font or format other than what the resident desired.
• Trivial - a issue that can cause no negative consequences. Such defects normally produce no erroneous outputs. For example: simple typos in documentation, bad layout or mis-spelling on screen.

Transition to New Resolutions on 2010/08/24

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