Add Issue Triage to Reaction Rotation

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