BMO/Triage

Making Triage saner on BMO

Short-Term

• Create an "Un-Triaged Bugs" product, with per-product components
  • Only selected products will use the "Un-Triaged Bugs" product (Firefox, Thunderbird, etc), all other products will remain untouched
  • Bugs filed via the guided form (ie. by users without canconfirm) will be filed into the un-triaged bugs product
  • A custom triage field will be added, visible only on bugs in this product:
    • -- (No triager has worked with the bug)
    • Needs-additional-triage (Another triager should see if it needs any additional action)
    • Needs-user-input (The reporter/someone needs to provide more information)
    • Needs-qa-input (QA needs to provide information)
    • Needs-developer-input (A developer/module owner needs to provide information)
    • Needs-steps-to-reproduce (The reporter/someone needs to provide new/better STR)
    • Needs-reduced-testcase (The reporter/someone needs to reduce the testcase)
    • Triage-complete (No other triage action needed)
    • Triage-not-needed (No triage needed to begin with)
  • The list of versions on the untriaged product needs to mirror the versions on all the component products (ie. it needs to have at least all Firefox and Thunderbird versions)
    • This can happen automatically as versions are altered on the base product, or components are altered on the untriaged product
  • All existing UNCONFIRMED bugs will be moved to the new product
    • Use the move-bugs script, need to verify it works sanely when there are mismatching versions, milestones, etc
• Add a RESOLVED>SUPPORT status
  • Clearly shows the issue is a support issue
  • Lessens the impact and confusion to new users from the current use of INVALID, which is now support issues are currently resolved
• Identify and create reports to assist triage
  • Bugs with need-user-input where a comment has been made after the flag was set

Medium Term

• Use a different/modified show_bug template for bugs in the "Un-Triaged Bugs" product
  • provided a limited view, for all users regardless of permissions
  • remove keywords?, milestone, qa, depends on, blocks
  • provide a highly limited view, for users without canconfirm
  • remove priority, product, component and importance
  • focus on making the status of the bug clear, both to the reporter and triage/support
  • can't deviate too far from the normal show_bug however, to avoid confusion
• Send product and status specific email from the "Un-Triaged Bugs" product
  • make triage emails "friendlier" (html)
  • to minimise impact on other systems which parse the emails (bots/pulse/etc) we can make only the reporter receive the friendly version, other recipients (QA, CC, watchers) will continue to receive the full email
  • when an issue is resolved as a SUPPORT issue, automatically include links to the right support resource (eg. Firefox support issues get links to sumo)
• Add widgets to ease triage directly to the show_bug page
  • duplicate bug detection XHR
  • add a <select> with a list of pre-defined canned responses

Long Term

• Single-click moving of issues between BMO and sumo and other bug trackers (bug 444302)