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Narrow scope of support documentation
Summary: - Direct users to detailed bug report / feature reuqest documents. - Move "get more info" and "unreproducible problems" to bug reporting document. - Stop telling users to email us, and strongly encourage them to use primary channels. Test Plan: Read documentation. Reviewers: btrahan, chad Reviewed By: btrahan, chad Subscribers: epriestley Differential Revision: https://secure.phabricator.com/D10808
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@ -15,6 +15,7 @@ The most important things to do are:
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- check the list of common fixes below;
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- make sure Phabricator is up to date;
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- make sure we support your setup;
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- gather debugging information;
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- explain how to reproduce the issue; and
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- create a task in
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[[ http://secure.phabricator.com/maniphest/task/create/ | Maniphest ]].
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@ -104,6 +105,25 @@ Otherwise, if you're having an issue with a supported first-party application
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and followed the upstream install instructions on a normal computer, we're happy
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to try to help.
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Getting More Information
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========================
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For some issues, there are places you can check for more information. This may
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help you resolve the issue yourself. Even if it doesn't, this information can
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help us figure out and resolve an issue.
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- For issues with `arc` or any other command-line script, you can get more
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details about what the script is doing by adding the `--trace` flag.
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- For issues with Phabricator, check your webserver error logs.
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- For Apache, this is often `/var/log/httpd/error.log`, or
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`/var/log/apache2/error.log` or similar.
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- For nginx, check both the nginx and php-fpm logs.
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- For issues with the UI, check the Javascript error console in your web
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browser.
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- Some other things, like daemons, have their own debug flags or
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troubleshooting steps. Check the documentation for information on
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troubleshooting. Adjusting settings or enabling debugging modes may give
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you more information about the issue.
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Reproducibility
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===============
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@ -111,20 +131,46 @@ Reproducibility
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The most important part of your report content is instructions on how to
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reproduce the issue. What did you do? If you do it again, does it still break?
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Does it depend on a specific browser? Can you reproduce the issue on
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`secure.phabricator.com`? Feel free to try to reproduce issues on the upstream
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install (which is kept near HEAD), within reason -- it's okay to make a few test
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objects if you're having trouble narrowing something down or want to check if
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updating might fix an issue.
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`secure.phabricator.com`?
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Feel free to try to reproduce issues on the upstream install (which is kept near
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HEAD), within reason -- it's okay to make a few test objects if you're having
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trouble narrowing something down or want to check if updating might fix an
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issue.
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It is nearly impossible for us to resolve many issues if we can not reproduce
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them. For more information, see @{article: Give Feedback! Get Support!}.
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them.
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Unreproducible Problems
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=======================
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Before we can fix a bug, we need to reproduce it. If we can't reproduce a
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problem, we can't tell if we've fixed it and often won't be able to figure out
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why it is occurring.
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Most problems reproduce easily, but some are more difficult to reproduce. We
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will generally make a reasonable effort to reproduce problems, but sometimes
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we will be unable to reproduce an issue.
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Many of these unreproducible issues turn out to be bizarre environmental
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problems that are unique to one user's install, and figuring out what is wrong
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takes a very long time with a lot of back and forth as we ask questions to
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narrow down the cause of the problem. When we eventually figure it out and fix
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it, few others benefit (in some cases, no one else). This sort of fishing
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expedition is not a good use of anyone's time, and it's very hard for us to
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prioritize solving these problems because they represent a huge effort for very
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little benefit.
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We will make a reasonable effort to reproduce problems, but can not help with
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issues which we can't reproduce. You can make sure we're able to help resolve
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your issue by generating clear reproduction steps.
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Create a Task in Maniphest
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==========================
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If you're up to date, supported, and have the best reproduction instructions
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you can come up with, you're ready to file an issue.
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If you're up to date, supported, have collected information about the problem,
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and have the best reproduction instructions you can come up with, you're ready
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to file an issue.
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We'll look at any issue report we can find (we monitor IRC, email, GitHub,
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StackOverflow, Quora, Facebook and Twitter), but the upstream Maniphest is
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@ -133,8 +179,8 @@ the authoritative bug tracker and the best place to file:
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https://secure.phabricator.com/maniphest/task/create/
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If you don't want to file there (or, for example, your bug relates to being
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unable to log in or unable to file an issue in Maniphest) you can file on any of
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the other channels, but we can address reports much more effectively if they're
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unable to log in or unable to file an issue in Maniphest) you can file on any
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other channel, but we can address reports much more effectively if they're
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filed against the upstream than if they're filed somewhere else.
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| Effectiveness | Filing Method |
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@ -146,7 +192,7 @@ filed against the upstream than if they're filed somewhere else.
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If you have a quick question or want to discuss something before filing an
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issue, IRC is a great way to get a sanity check first. You can find information
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about these channels in @{article: Give Feedback! Get Support!}.
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about IRC in @{article: Give Feedback! Get Support!}.
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Next Steps
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==========
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@ -5,145 +5,40 @@
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How to give us feedback, report bugs, and request features, and get support for
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problems with Phabricator.
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= Overview =
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Overview
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========
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We'd love to hear your feedback about Phabricator, whether it's good or bad. We
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stay on top of bug reports and fix many of them within a day or two (and
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sometimes within hours). The Phabricator roadmap is determined in large part by
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user feedback and feature requests. Your feedback matters, will often have an
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immediate short-term impact, and the project leads are actively listening to it.
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We'd love to hear your feedback about Phabricator, whether it's good or bad. The
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best ways to provide feedback and get support are:
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We also try to provide a very high level of free support. If you have trouble
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with anything or just don't understand how something works, ask us! We're happy
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to help, and it's usually valuable for us because we can prevent the problem
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in the code (or document it better) so future users don't hit it.
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- For bug reports and feature requests, file a task in our task tracker,
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Maniphest.
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- For questions and real-time chat, join the IRC channel.
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- If you just want to provide some quick feedback, you can tweet at
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us ([[ http://twitter.com/phabricator | @phabricator ]]).
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Some day we will no doubt grow callous and distant, but for now the community
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is small enough that we can provide a high level of service and support to
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everyone and still have plenty of time to write code.
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If you're in the SF bay area, we're also happy to come onsite and help you set
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things up, answer any questions you might have, or just hang out and tell
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Facebook war stories.
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The best ways to provide feedback are:
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= Maniphest =
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Bugs and Requests
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=====================
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The best way to report bugs and request features is through
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[[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]. Just file
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the bug/request and we'll handle everything else. (If it's time-sensitive or
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blocking you, feel free to assign it to `epriestley`.) Feel free to file support
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requests, general questions, or random feedback this way, too.
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[[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]. For
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information on filing good bug reports and feature requests, see:
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= GitHub Issues =
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- @{article:Filing Good Bug Reports}
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- @{article:Filing Good Feature Requests}
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You can also use
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[[https://github.com/phacility/phabricator/issues/new | GitHub Issues]] if you
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prefer.
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= IRC =
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IRC
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==========
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We're active in `#phabricator` on FreeNode, and it's the best place to ask
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questions and get support.
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= Email =
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You can email us at `contact@phacility.com`.
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= Filing Good Feature Requests =
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When filing a feature request, please provide as much information as possible,
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especially about what your use case is and why you want the feature. Explaining
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what your larger goals are is very helpful, and lets us design better features.
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Tell us what your problem is before you tell us your idea to solve it: sometimes
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we can come up with a better approach to the problem, a slightly different
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approach that solves more problems or helps other users, or a way to make the
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problem go away entirely.
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= Filing Good Bug Reports =
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When filing a bug report, please provide as much information as possible. In
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particular:
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- If you received an error message, please please please provide it! It is
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often incredibly useful. See @{article:Please Please Please}.
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- The second most useful thing to us is reproduction steps. If at all
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possible, provide a brief list of steps required to reproduce the problem.
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- If something you didn't expect (other than a crash or obvious error)
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happened, tell us what you expected and what actually happened.
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We can fix clearly-described bugs with reproduction steps and error messages
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much more quickly than vague bugs we can't reproduce.
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In particular, if you don't include error messages, we need to ask you for error
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messages. We will nearly always need to do this, and nearly always be unable
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to continue until you provide them. You'll save everyone time if you spend a
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few extra seconds copy/pasting them in the first place.
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Generally, err on the side of giving us too much information. It's much quicker
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and easier for us to filter out information that isn't relevant than it is to
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go back and forth asking you to provide more details.
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Tips:
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- For issues with `arc`, you can get more information by running the command
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with the `--trace` flag. For instance, run `arc diff --trace` instead of
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`arc diff`. Including this output in your bug report is often helpful.
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- For issues with Phabricator, check your webserver error logs for more
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information. For Apache, this is usually `/var/log/httpd/error.log` or
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`/var/log/apache2/error.log`.
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- For issues with the UI, check your Javascript error console in your browser.
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- Some other things, like daemons, have debug flags or troubleshooting steps
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covered in their documentation. Enabling these flags may give you more
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information about the problem.
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= Unreproducible Problems =
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Before we can fix a bug, we need to reproduce it. If we can't reproduce a
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problem, we can't tell if we've fixed it and often won't be able to figure out
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why it is occurring.
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Most problems reproduce easily, but some are more difficult to reproduce. We
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will generally make a reasonable effort to reproduce problems, but sometimes
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we will be unable to reproduce an issue.
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Many of these unreproducible issues turn out to be bizarre environmental
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problems that are unique to one user's install, and figuring out what is wrong
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takes a very long time with a lot of back and forth as we ask questions to
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narrow down the cause of the problem. When we eventually figure it out and fix
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it, few others benefit (in some cases, no one else). This sort of fishing
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expedition is not a good use of anyone's time, and it's very hard for us to
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prioritize solving these problems because they represent a huge effort for very
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little benefit. These problems are a tiny fraction of requests (maybe 1-2%) but
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take up the vast majority of our support effort (maybe 80%).
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**If you want us to fix a bug we can't reproduce, you need to build us a working
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reproduction case.** Generally, this means a `root` login on a machine where the
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issue occurs. For example:
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- Bring up a new machine (e.g., in EC2), install Phabricator on it, configure
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it so the problem is reproducible, and then give us access to it.
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- If the machine Phabricator is running on is nonessential/nonsensitive and
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you're comfortable with us having root on it, give us credentials.
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- If the issue is with Git, SVN or Mercurial, create a new empty repository,
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add a commit or series of commits which replicate the issue, and give us
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a zip/tarball of the repository as a reproduction case.
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- If you're in the San Francisco bay area, we can probably swing by and fix
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the issue onsite.
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These are all fairly heavyweight and will take some time, but often //less//
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of your time than a fishing expedition. If you can build a reproduction case,
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there is a very high chance we can resolve your problem quickly.
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Alternatively, you can pay us an enormous pile of money for some kind of
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enterprise support thing and we'd be thrilled to go fishing with you for as long
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as you remain solvent. Email us (see above) for specifics.
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= Next Steps =
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Next Steps
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==========
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Continue by:
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- Filing a bug of feature request in
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[[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]; or
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- learning more about bug reports with @{article:Filing Good Bug Reports}; or
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- learning more about feature requests with
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@{article:Filing Good Feature Requests}; or
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- contributing to Phabricator with @{article:Contributor Introduction}.
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