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Triage the issue trackers

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Matthieu Aubry edited this page Apr 17, 2020 · 2 revisions

Our goal is to triage all issues in issue trackers in the matomo-org organization.

Finding issues to triage

We look at the following issues:

Triage an issue

To triage an issue, we go through the following steps:

  • try to understand the issue and read the full description and comments
  • if the issue can be closed, close it with the right label (duplicate, invalid, answered...) and write a comment explaining why (see saved replies below)
  • comment to thank user for submitting the feature request/suggestion/bug report
  • comment to ask more details as needed: steps to reproduce, version numbers, use cases, examples...
  • once it's clear what the issue is, add the right type label: Bug, Enhancement, Task...
  • add one or more components, especially for Enhancement and Task issues
  • add Waiting for user feedback / Cannot reproduce yet when we are waiting on the reporter to reply
  • add Help wanted when the issue can be done by someone new to the project
  • add Regression when it is a regression
  • add RFC if it's a request for comment or a general discussion about an idea
  • if the title is not clear, edit title for clarity

Assigning milestones and Major labels

Then product leads will go through these issues and assign a milestone, and possibly a Major label:

Cleaning up the backlog

From time to time, we may go through the Backlog and try to close issues that don't apply anymore, for example:

  • a bug is not valid anymore (feature was removed, bug was fixed in the meantime...)
  • issues we likely will never implement (too time consuming, not enough impact, too edge case...)

Reusing saved replies

bug, troubleshooting no data, check visits log, core:archive cron --> close issue

Thanks for creating the issue.

Do you have logs registered in your Matomo (Piwik) database? If your Matomo tracking code is properly installed, Matomo would record visits in your database. To check if you have logs in your database, go to Matomo > Visitors > Visits log, and select “today” in the calendar. If you see recent visitor information, it means that the visitor tracking is working, but maybe there is a problem with reports archiving.

If you see visits in the Visits Log but not in the reports then please check your archiving works correctly. -> Please review our doc here: https://matomo.org/docs/setup-auto-archiving/

This should resolve your issue. Please check and if you have any issue let us know or re-open the issue.

can be done as 3rd party plugin, but we won't fix it

Thanks for the suggestion! We won't implement this ourselves, but it could be done as a 3rd party custom plugin. Will now close this issue as won't fix.

can't reproduce issue, ask everyone, add "Cant reproduce" tag

Thanks for reporting this issue. Unfortunately we're unable to reproduce the problem. If anyone is reading this and has seen this behaviour, please leave a comment and a screenshot (and ideally how you managed to reproduce). If we don't hear more about this issue, we will close it later. Thanks!

error 500, ask message --> Comment (not close)

Thanks for the report. It sounds like there is an error on the Matomo server and that the PHP process is failing with an error. Could you check your Web server error.log for the actual error message(s) logged by the server? Once we see the error messages we will likely be able to understand where the problem is from. Looking forward to investigating further.

old issue, likely not active ---> Closing

Thanks for contributing to this issue. As it has been a few months since the last activity and we believe this is likely not an issue anymore, we will now close this. If that's not the case, please do feel free to either reopen this issue or open a new one. We will gladly take a look again!

please ask in forums

Thanks for reaching out. Unfortunately we cannot provide support to this particular issue by email, however can you please ask in our forums here: https://forum.matomo.org/ - Someone might be able to assist you there.

Premium feature support --> Close + explain

Hi there, Thank you for creating the issue. To request support for a Premium Feature please contact shop at innocraft.com or ask in the Premium Features forum here: https://forum.matomo.org/c/premium-features

Looking forward to helping you there. Closing this issue now. Thanks.

Pull request more than 1 month old

Thank you for this proposed pull request.

Because it was last updated more than one month ago, it is our policy to close pull requests opened for a long time without updates. If you would like to continue work on the pull request, please simply ping us to have it re-opened (after you have pushed a new commit).

We hope you understand this and we look forward to seeing an update from you on this pull request or another one!

Thanks.

upgrade Matomo to likely fix issue --> Close issue then

Thank you for the report 👍 To likely fix the issue, could you upgrade to the latest Matomo version? see https://matomo.org/docs/update/

if you still experience this issue afterwards, please re-open this and post a comment. Thanks!

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