A comment in VWR-46 led to a realization that JIRA is built by programmers for programmers, and is not built with bug reporting by the general public in mind. Since the reporters are already frustrated enough by the bug, I figure that it's a good thing to remove as many of the hoops in their way as possible. These are a bunch of (probably small) suggestions (subtasks?) that I think might help non-technical people have an easier time submitting a bug report. Feel free to strike things that are very nontrivial. ==Dashboard/Home Page== Have the default dashboard be one for basic, non-technical users. Move the huge list of filters and the Project Reports things (i.e. things not applicable to a basic user) to a second dashboard - those who want the advanced display to be their default can move the second dashboard up to the first position on their "Manage Portal" page. Have brief instructions right in the introduction, instead of immediately sending people off-JIRA. Preferably include a list of steps, screenshots, common caveats, etc. If necessary, to utilize the whole screen width, one can leave the right column of the dashboard blank. Some example text: If you are looking for one-on-one or urgent help, please go to http://support.secondlife.com and use one of the other support options there. If you want to file a bug report: 1) If the bug might be related to security, you probably should not file it here. See http://wiki.secondlife.com/wiki/Security_issues for more details. 2) Search for existing reports using the "quick search" box in the upper-right corner. If you find one, you can help by voting for it or commenting on it. For searching tips, see https://wiki.secondlife.com/wiki/Issue_tracker#Searching . 3) If you don't find an existing report for your problem/suggestion, select "Create New Issue" at the top of the screen 4) Select the category that your submission is about. See https://wiki.secondlife.com/wiki/Issue_tracker#Projects_and_Components etc... After you submit a bug: 1) You can invite people to add details, refine reproductions, verify information, and vote on the issue. Issues with large numbers of votes and better information tend to get attention sooner. 2) Once the bug is recognized, it will be "imported" (copied to our internal system), marked as in progress, and assigned to a Linden (or WorkingOnIt Linden). If there is a problem with the bug, it will be marked "resolved"... 3) If applicable, once a fix is ready (but not yet released) the bug will be marked "Resolved" and "Fixed Internally". This means that the fix is waiting for a release. 4) Once the bug is released, it should become "Resolved" and "Fixed". To confirm that it has been fixed, you can "close" the bug. ... Make the Search box more prominent, such as providing a second one somewhere in the content area of the dashboard (if this is an easy change). If it is easy to do so, make a search box on the default dashboard that searches only unresolved bugs, and another that searches only unresolved new features. Perhaps even have searches for each project (VWR/SVC/WEB/MISC). ==Bug Reporting== Rename "Linden Lab Issue ID" to "LL Tracking #" or something similar, to make it less likely to be mistaken for a support ticket number. And/or, change the text below the field to something like "For Linden Lab staff use. Any support ticket numbers should go in the description, instead." Rename "Environment" to "System Information" (so it's not taken to be in-world location). Change the text under "Environment" to mention the hardware info in the "About" dialog. Perhaps make it vertically larger, depending on how much detail is desired here. Perhaps specifically mention video card and driver version for any graphical glitches or crashes. There should probably be text under the description field asking for steps to reproduce the problem, if applicable. The description under "Source Version" is vague... (i.e. is this supposed to be the version against which the patch is made? Is it only applicable if you attach a patch?) ==Issue Management== Maybe make the comment box at the bottom of the page shown by default. Remove the "clone" option (WEB-76). If it is an easy change, rename "resolved" to something like "replied" or "responded", since people take "resolved" to mean something like "the problem is completely fixed" (which would be the "Closed" status). A lot of people seem to get offended because of the misunderstanding. ...perhaps, also rename both "Open" and "Reopened" to "Waiting for LL response". ___ Thanks for making it through all these.