What is the google issue tracker process.

[Torbjørn Smørgrav]

I've reported a problem with Java8 that has been confirmed by the first triage. Now three weeks has gone and I would like to know what I can expect in terms of response to the ticket. 

Regardless of my current issue - what is the process for issues?

* How many levels of triage is there? 

* Do the various priorities have an SLA?

* Will a ticket be designated some state so I can reason about if I can wait for the fix or not (e.g. won't fix, or later)?

Thanks,

-Toby

[Jesse Scherer (Google Cloud Support)]

Hi Toby,

On Tuesday, August 1, 2017 at 1:51:18 PM UTC-4, Torbjørn Smørgrav wrote:

I've reported a problem with Java8 that has been confirmed by the first triage. Now three weeks has gone and I would like to know what I can expect in terms of response to the ticket.

In this specific case, thank you for flagging. We escalated internally, which got us to notice that it was related to issue 64282261

 

Regardless of my current issue - what is the process for issues?

* How many levels of triage is there? 

My colleagues on the support team triage issues and file them with the appropriate engineering team. Beyond there, the details of triage are really down to the individual team's process, so I cannot answer in general terms. But if it helps your mental model, at least two, of which the first phase is largely about collecting lot of information while the bug is fresh then getting a corresponding bug to the right team.

 

* Do the various priorities have an SLA?

They do not. I'm not sure that we are systematically setting priorities on new issues, though the ones imported from Google Code had priority settings all over the map, largely because users could just set label to give an issue a new priority. 

 

* Will a ticket be designated some state so I can reason about if I can wait for the fix or not (e.g. won't fix, or later)?

For defect reports, yes. Right now that process is manual and delay-prone, so we're looking at some automatic state synchronization.

For nontrivial feature requests that question is much less clear, since it's very common for what seems like a standalone feature request to be tied up with a much bigger initiative (which we tend not to disclose until it's in beta).

 

Thanks,

-Toby

Regards,

Jesse