Here we document the processes we use for triaging problem reports and feature requests. This is a (roughly) daily process. Triaging currently covers three different channels. Tickets (new tickets and recently updated tickets), Blog comments, and IRC channels.
Here we document the processes we use for triaging problem reports and feature requests. This is a (roughly) daily process. Triaging currently covers three different channels. Tickets (new tickets and recently updated tickets), Blog comments, and IRC channels.
== Tickets ==
## Tickets
=== Assigning Keywords and Priority ===
### Assigning Keywords and Priority
Review all tickets in the `Applications/Tor Browser` component that do not contain a `TorBrowserTeam` keyword (eventually, [[doc/TorBrowser#TorBrowserTicketsNeedingTriage:|this query]] will provide those tickets).
Review all tickets in the `Applications/Tor Browser` component that do not contain a `TorBrowserTeam` keyword (eventually, [[doc/TorBrowser#TorBrowserTicketsNeedingTriage:|this query]] will provide those tickets).
with
with
Tickets are triaged into three categories, as well as subcategories depending on priority.
Tickets are triaged into three categories, as well as subcategories depending on priority.
...
@@ -22,16 +22,16 @@ These are general guidelines. Two exceptions for this process are:
...
@@ -22,16 +22,16 @@ These are general guidelines. Two exceptions for this process are:
If you do not know the severity/priority of a ticket, then simply add the `tbb-triage-level2-needed` keyword.
If you do not know the severity/priority of a ticket, then simply add the `tbb-triage-level2-needed` keyword.
=== Comment Followup ===
### Comment Followup
When a ticket is opened or updated , but more information is needed, then add a comment asking for more information and set the status as `needs_information`.
When a ticket is opened or updated , but more information is needed, then add a comment asking for more information and set the status as `needs_information`.
When a ticket is in `needs_information` and more information is provided, then either reply and request even more information if it is needed or thank the user and set the status as `new`. Ask another member of the team if you don't know if a ticket contains enough information, or add the `tbb-triage-level2-needed` keyword.
When a ticket is in `needs_information` and more information is provided, then either reply and request even more information if it is needed or thank the user and set the status as `new`. Ask another member of the team if you don't know if a ticket contains enough information, or add the `tbb-triage-level2-needed` keyword.
== Blog Comments ==
## Blog Comments
Review all comments on Tor Browser-related blog posts. Approve non-spam comments, delete spam comments. See (policy) for more details.
Review all comments on Tor Browser-related blog posts. Approve non-spam comments, delete spam comments. See (policy) for more details.
We create tickets for any comments which report a new issues, and reply to the comment with a link to the ticket.
We create tickets for any comments which report a new issues, and reply to the comment with a link to the ticket.
We reply to comments if there is a question to which we know the answer, otherwise we ask another team member to answer the question.
We reply to comments if there is a question to which we know the answer, otherwise we ask another team member to answer the question.
== IRC ==
## IRC
We should monitor `#tor` and `#tor-project` for people reporting problems/bugs, as well as feature requests.
We should monitor `#tor` and `#tor-project` for people reporting problems/bugs, as well as feature requests.
