On 2009-11-25 at 15:38:14 [+0100], Niels Reedijk <niels.reedijk@xxxxxxxxx> wrote: > Hi, > > 2009/11/25 Siarzhuk Zharski <zharik@xxxxxx>: > > 1) "Nobody" user must be deleted. The bug ticket is a "hot potato" - it > > should be either resolved in any way or "thrown" to someone else. > > Okay, first let me talk a little bit about the technical aspects of > how Trac (and thus dev.haiku-os.org) internally operate with regard to > the ticket workflow. The Ticket workflow itself is very flexible: it > can be extended through the configuration file. Please see > http://trac.edgewall.org/wiki/TracWorkflow to get an overview of how > it theoretically works. > > Now as for the practicality. We are currently using the structure > imported from Trac 0.10. That means tickets have four states: new, > assigned, closed and reopened. One of the things is that we currently > have the 'nobody' user. I agree that this is a bad policy as many of > the tickets seem to be floating without any responsibility. > > Now what I want to suggest is to migrate to the Trac 0.11 workflow. > Here a new status is added: the accepted status.This will enable us to > implement something like the 'first line support employee'. > > Here's how the workflow would be: > - A ticket is created, it has the status new. Either the component is > assigned to a developer (useful for very specific components) or to a > 'support employee'. > - The support employee/developer try to categorize the ticket. If the > developer thinks it is his, he 'accepts' the ticket and it gets the > status acccepted. If the support employee/developer want to > (re)categorize the ticket, they do so and it gets the status assigned > (meaning it is assigned to a developer). > - The assignee either accepts the ticket (status: accepted) or assigns > it to another component/developer (or perhaps even back to the > 'support employee'). > > This will give us a clear distinction between tickets that are > actually accepted an those that are merely assigned but that await > further input. That's not fundamentally different from the current workflow: "support employee" is "nobody". The "accepted" state is currently implicit -- if the owner doesn't feel responsible, she can re-assign the ticket back. The only real difference I see is that all tickets would initially be owned by "nobody", while they now could have a real owner. I don't quite see the advantage of the changed workflow. The initial "nobody" assignment and the need to accept a ticket just add one or two more steps without much benefit. > Now the first line support person could take some workload of the devs > and take over the General categories (and the categories with no > maintainer) and try to triage some of the reports that are coming in. > I guess I could (for example) volunteer for this, as I know the > project closely, and I have some knowledge of how things work (in > general). You (or anyone really) could already do that. Just track the "nobody" tickets. CU, Ingo