Add Issue Triage to Reaction Rotation
-
Add triage to list of Reaction responsibilities -
Add pointers for issue triage -
Add preparation for issue triage to the reaction onboarding template
Pointers
Triage
- Always try to gather as much information as possible
- Make bugs easy to reproduce
- Make proposals easy to understand
- Always search for existing issues and duplicates for easy issues to close
- Favour the earliest report and populate with detailed info
- Always add a team label, type labels and feature labels to aid discovery later
- Always mention another team member with experience in the domain
- Try to spread around mentions. We have a big team and everyone can be involved
Bugs
Issue Reproduction
Reproducing bugs is very important:
- Gather all information required from the reporter
- Understand the GitLab version affected
- Understand the steps to reproduce
- If possible, reproduce in GitLab.com environment
- Easy for Developers to see the problem in action
- Can be used to verify fix once deployed
Environments
When possible attempt to reproduce issues with the latest version of GitLab. This is usually easiest to do on GitLab.com.
- Confirms issue exists in latest version
- Easy links to reproduced issues from bug reports
Sometimes it's not possible to reproduce in the GitLab.com environment
- GitLab.com is in the release deployment phase
- Issue cannot be reproduced
- Issue involves instance level config or admin level access
In these cases it's useful to have environments readily available for reproducing issues.
- CE omnibus environment: Latest released version
- EE omnibus environment: Latest released version
- CE source environment: Stable branch for latest released version
dev-resources project for creating your own environments
Feature Proposals
GitLab gets a lot of feature proposals because it is so flexible
- Try to understand the requester's needs and use-case
- Try to offer an alternative if available
- Mention the relevant product manager
Support Requests
GitLab project issue trackers should be for bug reports or feature proposals. Aim to close support requests quickly or divert user to raise a topic on the Community Forum
Tools
Edited by Mark Fletcher