wiki:TicketProcessingGuide

Version 3 (modified by stevenhl, 10 years ago) (diff)

Reorganize by roles

ACPI Ticket Processing Guide

This guide is written for reporters, developers and ACPI project management.

Reporters

Entering New Tickets

When a new ticket is created, the milestone will default to the milestone corresponding to next scheduled ACPI version release. As of 1/26/2009, this is ACPI version 3.15.

The version will default to current ACPI version (i.e. 3.15).

These default values are defined by the ACPI project manager.

When submitting a ticket, reporters should override these values if needed.

A well written ticket will contain sufficient information so that the developer can respond to the ticket without the need to request additional data. Reporters should attempt to make this happen. http://svn.netlabs.org/acpi/wiki/WikiStart#SubmittingTickets and http://ecomstation.ru/projects/acpitools/?action=logs will help you understand how to make this happen.

Responding to Tickets assigned to the Feedback Milestone

If your ticket has been moved to the Feedback Pending milestone, the developer needs you to take some action. It is your responsibility to do this and respond the the ticket. When you respond to the ticket, try to remember to reassign the ticket to the current milestone. This will help ensure that the developer is aware of your response.

If you questions of any kind about the status of your ticket, add a note to the ticket. This note will be seen by ACPI project management.

Developers

Handling New Tickets

Developers should review and respond to new tickets within 1 or 2 working days. As always, sooner is better.

When the ticket is reviewed, developers should change the ticket status to assigned.

Developers should correct the milestone and version fields, as needed.

If the reporter has neglected to supply the appropriate logs, the developer should point the reporter to http://svn.netlabs.org/acpi/wiki/WikiStart#SubmittingTickets and http://ecomstation.ru/projects/acpitools/?action=logs and move the ticket to the [http://svn.netlabs.org/acpi/milestone/Feedback%20pending Feedback Pending milestone].

If the developer needed additional information from the reporter, add a note the the ticket and move the ticket to the [http://svn.netlabs.org/acpi/milestone/Feedback%20pending Feedback Pending milestone].

Displaying Tickets Requiring Developer Attention

To display the list of the tickets that need attention, click on the roadmap link, click on the current milestone and click on the open ticket count link.

It is recommended that developers bookmark the resulting Custom Query. This will provide one-click access to this ticket list.

In general, developers should ignore tickets not displayed on this list.

Using the Feedback Pending Milestone

The purpose of the [http://svn.netlabs.org/acpi/milestone/Feedback%20pending Feedback Pending milestone] is that tickets that are awaiting a response from the reporter out of the developers current work list.

In general, once a ticket is moved to Feedback Pending milestone, the developer should ignore the ticket until the reporter to supplies the requested information.

When to Close Tickets

Tickets will only be be closed as resolved when the reported issue is fully resolved.

  • A ticket is considered resolved only when the reporter states that the issue no longer occurs.

When an ticket is resolved by code changes, the code changes must be submitted to the Subversion repository before the ticket is closed.

When an ticket is resolved by code changes, a comment must be added to the ticket indicating the Subversion change set number.

When an ticket is resolved by code changes, a comment must be added to the ticket indicating the nature of the code change and how it resolved the reported issue.

When an ticket is resolved by code changes, instruct the reporter to test the new version when it is released and move the ticket to the Feedback Pending milestone.

The above means that the test results for an interim build will never cause a ticket to be closed. Only the test results for a released version will cause a ticket to be closed.

If a ticket will not or can not be resolved by the new version release, leave the ticket open. If desired, move the ticket to a future milestone. This will take the ticket off the list of tickets requiring developer attention for the current milestone.

Management

Maintaining Tickets After a New Release

When a new version is released and the milestone corresponding to the new version is be marked complete, there will usually still be open tickets assigned to the milestone. The ACPI project manager will move these open tickets to the next milestone.

Handling Stale Tickets

Over time, stale tickets may accumulate in the Feedback Pending milestone. The ACPI project manager will monitor this milestone and determine how to dispose of these tickets.