Bug triage

Triage is medical term referring to the process of prioritising patients based on the severity of their condition so as to maximise benefit (help as many as possible) when resources are limited.

Bug triage is a process where tracker issues are screened and prioritised. Triage should help ensure we appropriately manage all reported issues - bugs as well as improvements and feature requests.

The triage process

Initial screening

The following aspects should be checked first to ensure the issue can be worked on.

Has the issue been reported previously?

If so, link to a duplicate issue and close the newly reported issue with no fix version set. Encourage the reporter to search before reporting. If a newer issue has a patch or more voters/watchers, consider closing the older issue. Checking for duplicates first will save you having to check the rest of the issue.

Here is a comment that can be used when closing a duplicate.

Thanks for reporting this.

This issue has been reported previously. Please contribute to the linked issue. Also, please search for existing issues before reporting new ones.

Does the problem seem rational?

If not, then the problem may simply be an misunderstanding on the part of the reporter. It might be a problem exclusive to the reporter's server setup. If you can replicate the problem quickly, do so. If you can't replicate the problem, ask the reporter to attempt to replicate the problem on demo.moodle.net. If the problem seems persistent but strange, consider asking a developer with experience working in the area to consider the problem and determine if it could be a real problem.

Can the problem be replicated?

There should be sufficient information in the issue so that someone else could replicate it. Ideally this would include:

• replication steps (with expected results and actual results),
• error messages (if applicable) and
• screenshots (if applicable).

If more information is needed, do not complete the triage. Instead, watch the issue and refer it back to the reporter. If the reporter does not respond with more detail in a reasonable amount of time (say one week), close the issue as incomplete, but keep a watch on the issue.

Here is an example comment that could be used to elicit further information from a reporter.

Thanks for reporting this.

Could you please add more information to your report such as replication instructions, error messages and screenshots. If you are able to suggest a workaround, that would be immediately helpful to others experiencing this problem. If you can determine the cause of the problem or even determine a solution, that will be very valuable.

Components

Are the correct components selected?

Listing components correctly is important as they are the primary variable used for searching for issues.

• If the issue is listed with more than one component or if you change the components, the default assignee might not be set correctly.
• If the issue covers more than one component determine the main component and ensure the assignee is set in relation to that component. Add component leads of other components as watchers if there is a significant overlap between components.

Security level

Is the issue a security issue?

If so, this should be determined as soon as possible.

Usually security issues should be bugs; improvements that improve security need not have a security level set (unless they reveal a weakness in Moodle, in which case they should be a bug).

Issues are often raised with a tentative "Could be..." security level. Ideally this should be set to "none", "minor" or "serious" as soon as possible to control the visibility of the issue.

Minor	problem could inappropriately reveal personal information to existing site users problem could give existing users an inappropriate level of access
Serious	problem could inappropriately reveal personal information to non-users problem could be exploited to attack a site, potentially altering the site or denying access

Priority

Is the priority level reasonable and representing the issues real priority in respect to the community?

Some reporters over-state an issues priority. Some reporters don't know they can set a priority.

• Security issues should be blockers.
• Backup/restore issues should have a high priority.
• Other issues should follow the Tracker guide.

Note: Improvements/new features cannot be blockers and should usually be left with a Minor priority (though the dev team can raise the priority later)

Affects version

Does the Affects version make sense now and into the future?

This field should include one or more released versions of Moodle that are affected by the issue, with the following exceptions:

• The issue relates to code that is present in the Master branch only, in which case the next major version should be used. (The next major version should not be used in conjunction with previous released versions, this won't make sense later.)
• The issue is a new feature and is unrelated to existing code in Moodle, in which case the 'Future dev' version should be used.

If the reported Affects version is unsupported, consider whether the issue could affect currently supported versions. In some cases this is simple when a component has been replaced in a recent version, but sometimes this might require a quick replication test in a supported version. If the issue only affects unsupported versions, the issue should be closed as 'Won't fix'.

The following is a comment that can be used when closing an issue that affects only unsupported versions.

Thanks for reporting this.

I'm closing this issue because I believe it affects only unsupported versions of Moodle. This issue will remain here in case other users have the same problem.

If you haven't already done so, I encourage you to upgrade to a supported version.

Fix version

Is the Fix version set correctly?

The fix version for a newly reported issue should be either the STABLE or DEV backlog. It should not be a Moodle version until it is ready for integration.

• If the issue is a bug in the current stable version, assign to STABLE backlog.
• If the issue is a bug in the current stable version requiring database changes, assign to DEV backlog.
• If the issue is an improvement, generally assign to DEV backlog unless the fix is very minor (not involving DB changes).
• If the issue is a new feature request, assign to DEV backlog.

Assignee

Should the issue be assigned to someone?

If there is an component lead for the main component affected, it should be assigned to that person.

Otherwise the issue can be assigned to a developer who has been working in the area recently (click on the component link and it will show current assignees and then click on "resolved" to see who has been working on it recently).

Otherwise leave as moodle.com (for the team to grab later).

Labels

Are standard labels labels used?

If not, remove superfluous labels; if necessary, they could be copied to the description.

• Issues are labelled triaged to indicate that all the above points have been covered.
• Issues with proposed fixes are labelled patch so that they can be found easily and given attention. When this is the case, consider whether moving the issue to the 'Waiting for peer review' state in the workflow might be more appropriate. Also consider if the user should be promoted to a jira-developer so they can submit patches more easily in future.

Testing instructions

Has the reporter provided testing instructions?

The Testing instructions field is used during testing, after an issue has been resolved. If the reporter has provided appropriate testing instructions they can be left in place and updated by the developer who works on the issue.

Often issue reporters will include reproduction steps in this field. It is good that this information is provided by the reporter, but it should be moved to the description unless it is seen to constitute an appropriate set of testing instructions.

Gratitude and encouragement

After triaging many issues, it's easy to lose sight of the fact that the reporter has contributed their time and energy to report an issue for the benefit of the community.

It is easy to become defensive of Moodle if reports are seen as criticism (and sometimes reporters may use phrasing that suggests this), however the triagers response must always be one of sincere gratitude.

It is also important to encourage reporters to continue being involved with the issue after it is triaged. We must not give the sense that we are taking the issue ownership away from the reporter. Instead the reporter should be encouraged to discover the cause of the problem and present a solution; this is appropriate in an open-source project. It is amazing that such a challenge can lead to a sense of purpose for the reporters.

Here is a comment thanking a user for reporting a bug and encouraging them to continue working on the issue.

Thanks for reporting this.

I've put that on the backlog.

In the meantime feel free to help us work on this issue. If you are able to provide a patch or links to your Git repository branch, please add a patch label so we will spot it.

Here is a comment thanking a user for suggesting an improvement and encouraging them to continue working on the issue.

Thanks for reporting this.

Adding more detail to your suggestion will make it easier to work on.

If you can propose a code solution, that will help others who may have the same need and will increase the chance of this improvement/feature coming about sooner. If you are able to provide a patch or links to your Git repository branch, please add a patch label so we will spot it.

Triaging priorities and the Triaging Dashboard

The following are the priorities for ordering issues to be triaged that are reflected on the Triaging dashboard.

1. Security issues - should always be reduced to 0
2. High-priority issue - aim for blockers and critical issues to be reduced to 0
3. Partner issues - aim for partner issues to be reduced to 0
4. Patched issues - aim to triage as soon as possible
5. Developer-reported issues - should be quick to triage
6. Recent community bugs - should be triaged last-in-first-out

See also

• Tracker guide
• Process
• Talk:Bug triage