Reporting/tracking bugs

QNX Newsgroups (Archives) qdn.public.news
1

Well, I tried to use web-based bug report system. I still did not get
any feedback for a bug reported a week ago. I don’t know if anyone
actually saw that report at all, so I don’t know should we expect fix in
next release or ever. I don’t know should I report it again or not.

THAT SUCKS.

I just don’t get it, open source projects used to have bug-tracking
database with WEB interface for years. I’ve been using Apache system and
it was very stimulating experience. Why does it take so much for you
guys to set up something similar?

Each bug report should be assigned:

  1. a reference number.
  2. number of keywords for searching
  3. status.
  4. person to look into it.

Then,
5. each change of status should be mailed to originator.
6. there must be interface to browse and search bug reports.

I also believe that there should be special newsgroup
“qnx.public.xxx.bugs” for every “xxx” group, where all bug reports
submitted through web interface would be posted automatically. This will
help a lot, since people who were already bitten by similar bugs would
share their exprience, workarounds, etc.

When that is done, people will be glad to use web based bug report
system. Until then I feel much more confidence by reporting bugs in the
newsgroup. At least we can get some feedback there, if not from QNX
then from the community.

  • igor
2

In qdn.public.news Igor Kovalenko <Igor.Kovalenko@motorola.com> wrote:

Hello,

The bug tracking is being monitored internally right now.
Hopefully once we release the RTP we will have a publicly accessible bug
tracking system.

The way we are working right now is.

  1. Bug reported by user, if in newsgroup, tech support/QA will enter it into
    the web-based bug-tracking system.

  2. Tech support reviews and reproduces the problem, if it is a bug OR a feature
    request it will be submitted to the GNATS system.

  3. Upon receipt of the report, the GNATS system will send an email to the
    originator(Tech support) and for every status change
    (assignment/suspended/analized/closed/etc…) an email is
    generated. This is monitored by a TS agent and once a solution/work-around
    fix is made, then an entry in the Knowledge base will be added.
    If we see that a couple of people are reporting the same bug, then an entry in
    the Knowledge base is added before any resolution.

Please realize this is not an open-source project. All of your points
below are being addressed internally. This may not have been the best
decision, but right now this is working for us. So for the moment check the
Knowledge base for solutions or post in the newsgroup.

Regards,
Chris

: Well, I tried to use web-based bug report system. I still did not get
: any feedback for a bug reported a week ago. I don’t know if anyone
: actually saw that report at all, so I don’t know should we expect fix in
: next release or ever. I don’t know should I report it again or not.

: THAT SUCKS.

: I just don’t get it, open source projects used to have bug-tracking
: database with WEB interface for years. I’ve been using Apache system and
: it was very stimulating experience. Why does it take so much for you
: guys to set up something similar?

: Each bug report should be assigned:
: 1. a reference number.
: 2. number of keywords for searching
: 3. status.
: 4. person to look into it.

: Then,
: 5. each change of status should be mailed to originator.
: 6. there must be interface to browse and search bug reports.

: I also believe that there should be special newsgroup
: “qnx.public.xxx.bugs” for every “xxx” group, where all bug reports
: submitted through web interface would be posted automatically. This will
: help a lot, since people who were already bitten by similar bugs would
: share their exprience, workarounds, etc.

: When that is done, people will be glad to use web based bug report
: system. Until then I feel much more confidence by reporting bugs in the
: newsgroup. At least we can get some feedback there, if not from QNX
: then from the community.

: - igor

3

Chris Travis wrote:

In qdn.public.news Igor Kovalenko <> Igor.Kovalenko@motorola.com> > wrote:

Hello,

The bug tracking is being monitored internally right now.
Hopefully once we release the RTP we will have a publicly accessible bug
tracking system.

The way we are working right now is.

  1. Bug reported by user, if in newsgroup, tech support/QA will enter it into
    the web-based bug-tracking system.

Would not the other way around be easier for you? I mean autoposting all
bug reports into appropriate .bug newsgroup?

  1. Tech support reviews and reproduces the problem, if it is a bug OR a feature
    request it will be submitted to the GNATS system.

  2. Upon receipt of the report, the GNATS system will send an email to the
    originator(Tech support) and for every status change
    (assignment/suspended/analized/closed/etc…) an email is
    generated. This is monitored by a TS agent and once a solution/work-around
    fix is made, then an entry in the Knowledge base will be added.
    If we see that a couple of people are reporting the same bug, then an entry in
    the Knowledge base is added before any resolution.

There are two problems with that. First, entry into GNATS depends on
human intervention and if that fails then we don’t get any feedback,
which is frustrating.

Second, the e-mail appear to be sent only to the tech support person who
entered bug into GNATS, so we don’t get any feedback anyway, even more
frustrating.

Anyway, Knowledge database contains only 80 entries for QRTP now, which
means you process does not work very well.

Please realize this is not an open-source project.

That does not mean it should have worse bug tracking system than any
open source project, doesn’t it?

All of your points
below are being addressed internally. This may not have been the best
decision, but right now this is working for us. So for the moment check the
Knowledge base for solutions or post in the newsgroup.

One other problem - I have to retype my name/e-mail/etc every time I
want to submit bug report. There should be login to enter bug tracking
system and those data should be autofilled when you use your login name.
It will also allow you to compile mailing lists, which could be used for
product advertisements by 3rd parties (if people agree for such e-mails
to be sent when they register). I’m surprized I have to tell such
obvious things.

Thanks,

  • Igor