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Support Corner

Triage process

During triages, try to do the following:

  1. Resolve duplicate issues.
  2. Acknowledge issues that make sense rather leaving them as New. The basic idea is to have “new” mark issues that are yet to be triaged.
  3. Update categories as appropriate.
  4. Add relationships if appropriate.
  5. If an issue is critical and should be fixed in the next release, then set the target release as appropriate. Do not send everything else for the following release. For an issue to be done, it has to be owned by a developer, important to a release, has a simple patch attached, etc.
  6. Whenever an issue is waiting on feedback from reporter make sure it is marked as feedback. Now the reporter providing feedback will bounce the issue back to new. Hence, developers should use feedback + note, rather than just adding a note when requiring reporter feedback.
  7. Add standard tags like “patch” for ones with patches, “plugins”, etc. It may be worth revising a list of such plugins to have us triage in a consistent way.
  8. It is OK resolving as “unable to reproduce” very old bugs assigned to old releases relating to core scenarios. For example, “unable to attach a file” or “unable to update an issue” on 0.19.0 release.
  9. If there are very old localization bugs, they would probably be outdated.
  10. Our target should always be to resolve more bugs than our incoming rate. Use the summary page to get stats on this.
  11. Resolve support questions in the bug tracker and direct users to the forums for this. Help with the forums would be greatly appreciate as well.
mantisbt/support_corner.1321448139.txt.gz · Last modified: 2012/10/04 11:26 (external edit)