bug-reports: small improvements
Signed-off-by: Maxime “pep” Buquet <pep@bouah.net>
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@ -4,13 +4,14 @@ date: 2018-11-13T03:15:00+00:00
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tags: [sysadmin, projects, collabora]
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---
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As some of you may know, I work at [Collabora], as a Systems Administrator,
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and part of my job is to provide support to technical and non-technical
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As some of you may know, I work at [Collabora] as a Systems Administrator, and
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part of my job is to provide support to technical and non-technical
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"customers" (mostly colleagues, sometimes Collabora's customers).
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We have recently been changing our ticketing system, and in the process of
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doing so, I found myself explaining again how to write tickets, so I thought
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I might do it here, as it might also be useful to others.
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doing so I found myself explaining again how to write tickets. This is mostly
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aimed at non-technical people that I support as part of my job, but I thought
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I might do it here as it might also be useful to others.
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I also regularly contribute to free software projects, and I encounter lots of
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what I consider bad bugs reports, i.e., incomplete, reporting the wrong
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@ -21,16 +22,10 @@ There is already a [plethora] [bug-report1] [of] [bug-report2] [resources]
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subject in depth, but I don't think it hurts talking about it more. And also
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for some reason I can't shake this off my head at 3 in the morning.
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This is mostly aimed at non-technical people that I support as part of my job,
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but it might be helpful for others as well. Comments welcome.
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This is also applicable if you want to report bugs to any other projects in
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the future, and will likely apply to feature requests as well.
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This is _not_ a comprehensive list and there are many things you can do to help
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sysadmins or project maintainers. It's important to find a good balance
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between what you can do and what the person on the other end will be
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able to do with the information.
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This is _not_ a comprehensive list and there are many things you can do to
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help sysadmins or project maintainers. It's important to find a good balance
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between what you can do and what the person on the other end will be able to
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do with the information.
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[Collabora]: https://collabora.com
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@ -44,14 +39,14 @@ able to do with the information.
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Why would you need to write a bug report/file a ticket in the first place?
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What first comes to mind is that sysadmins might not know you have issues.
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And it would probably be beneficial for you, and possibly others, that you
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tell them.
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What first comes to mind is that sysadmins might not know you have issues, and
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it would probably be beneficial for you, and possibly others, that you tell
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them.
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A ticket is also helpful to be able to track the progress. This will also
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help other users encountering the same issue and allow them to fix it
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themselves, or allow you to refer to it in a follow-up ticket, ("You know,
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_that_ bug I talked to you about six months ago.")
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A ticket is also helpful to be able to track progress of a task. This will
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also help other users encountering the same issue and allow them to fix it
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themselves, or allow you to refer to it in a follow-up conversation, ("You
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know, _that_ bug I talked to you about six months ago.")
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It is also helpful to track the resolution of an issue, ("What happened to my
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issue?"). Some issues will get fixed and closed, some will not, some might be
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@ -100,37 +95,37 @@ discarding them entirely.
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I have an issue, now what?
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Make sure this is _only one_ issue. Do not mix different things together. It
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makes it easier to isolate and track. People on the other side will be more
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capable at helping you with precise indications. It happens that you do not
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know, and in this case they might split the task for you.
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Try to ensure this is _only one_ issue. Do not mix different things together,
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it makes it easier to isolate and track. People on the other side will be
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more capable at helping you with precise indications. It happens that you do
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not know, and in this case they might guide you and/or split the task for you.
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### Existing tools
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Some applications already include automatic bug/crash reporting. For example
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in Firefox if you type "about:crashes" in the URL bar, you will get a list of
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all crash reports that have been generated for you and sent to Mozilla servers
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if you so chose at the time. See more details about this
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[here](https://support.mozilla.org/en-US/kb/mozillacrashreporter).
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These reports include data useful for developers to find the cause of the
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crash, and will be stripped out of personal information as possible.
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in [Firefox][crash-report] if you type "about:crashes" in the URL bar, you
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will get a list of all crash reports that have been generated for you and sent
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to Mozilla servers if you so chose at the time. These reports include data
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useful for developers to find the cause of the crash.
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Often it is still good to have a bug report tracking a particular issue. In
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this case you can link one or multiple related crash reports in it.
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[crash-report]: https://support.mozilla.org/en-US/kb/mozillacrashreporter
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### Reproducibility
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This part is about writing down the steps that lead you to the issue. These
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are unfortunately not always known, but it is one of the most critical piece
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of information in the life cycle of a bug request. If sysadmins don't manage
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to reproduce, they will likely only be able to guess, or unable to help you at
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all.
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to reproduce they will only be able to guess, or most likely unable to help
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you at all.
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The steps can be as simple as:
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- Open applicationA
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- Click on buttonB
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- Go to tabB
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- Click on buttonC
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If the issue appear when clicking the button, this is perfect. If the button
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seems to be the cause but you are not entirely sure, please also say so.
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@ -138,6 +133,10 @@ seems to be the cause but you are not entirely sure, please also say so.
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Include any information about your system, what distribution you are using,
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what software version. Some configuration information also helps.
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You can usually get all this information in the help menus of applications.
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![][gnome-version].
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As sysadmin, what I will be looking after is patterns, to try and identify
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what part of the system and software is responsible, where the issue lies and
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if there is code to fix for it, or if it is a configuration or user mistake.
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@ -156,30 +155,20 @@ If so [please] copy it.
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Was there some UI element out of place? Or maybe the issue is hard to explain?
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You could attach a screenshot.
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Application logs are also a gold mine, but they are often hidden to users,
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thus I do not really expect to see them and will often go get them myself if
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they exist.
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Sometimes it is easier for me to get information directly from the system, to
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avoid you wasting time with things you do not know or I can do myself.
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[please]: https://secure.phabricator.com/book/phabflavor/article/please_please_please/
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### Why is this a bug / What do you expect instead?
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### Why is this a bug?
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This is also a pretty important step.
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What makes you think this is a bug? Can you explain what you were expecting?
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It might be obvious to some but not to others.
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What makes you think this is a bug? What did you expect the application to do
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instead? It might be obvious to some but not to others.
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When reporting to a project, if there is no obvious solution for your issue,
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maybe you can propose a few ideas to guide developers.
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you may want to propose a few ideas to guide developers.
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## I have submitted the report
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Thanks a lot! I _really_ appreciate it.
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But wait! Don't leave! The adventure has only just started.
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Thanks a lot! I _really_ appreciate it. But wait, don't leave! The adventure
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has only just started.
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If you managed to read until here, great! If there is one thing to remember
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from this article I would want it to be the following: _Please help me help
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