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diff --git a/doc/send-pr.texinfo b/doc/send-pr.texinfo new file mode 100644 index 0000000000..f83af4f310 --- /dev/null +++ b/doc/send-pr.texinfo @@ -0,0 +1,200 @@ +The @code{send-pr} program is installed in the directory +@code{@value{ROOTDIR}/bin}. + +@need 1100 +Before using @code{send-pr} for the first time, you need to install your +customer support ID into the program, by typing the command: + +@smallexample +@b{shell%} install-sid @i{customerID} +@end smallexample + +@noindent replacing @i{customerID} with your customer ID, which your +sales representative will supply. + +The @code{send-pr} program enters the problem report into our Problem +Report Management System (PRMS), which automatically assigns it to the +engineer best able to help you with problems in the assigned category. +The engineer will work with you via email, telephone, or both, and all +email related to this Problem Report will be tracked by PRMS for future +reference. If the engineer does not reply to you after a certain time, +a reminder is automatically generated. If you need to talk to someone +else in our organization about the problem (@i{e.g.}, if the engineer +gets hit by a truck), we can find out what the current state is through +the PR number. @value{COMPANY} uses PRMS for almost all of the real +problems we handle. + +The @code{send-pr} program will try to intelligently fill in as many +fields as it can. You need to choose the @dfn{category}, @dfn{class}, +@dfn{severity}, and @dfn{priority} of the problem, as well as giving us +as much information as you can about its exact nature. + +@need 1000 +The PR @b{category} will be one of: + +@smallexample +@group +kerberos kerbnet doc help-request +info-request install query-pr id-request +send-pr +@end group +@end smallexample + +In general, if specific knowledge about Kerberos is requried to answer a +PR, use the @i{kerberos} or @i{doc} categories. The @i{install} +category is for problems retrieving the code off the media (@i{e.g.}, +the data on a tape seems to be corrupted.) Questions about the +installation procedures described in this document would fall under the +category @i{kerberos}. The @i{help-request} and @i{info-request} +categories are for general questions about your contract, or other +issues not necessarily related to @value{PRODUCT}. Use @i{query-pr} to +receive a current copy of your Problem Report, @i{id-request} if you +need a customer ID, and @i{send-pr} if you're having trouble using +send-pr. If your question is related to @value{PRODUCT} and you're not +sure what the most appropriate category should be, use @i{kerberos}. +The engineer can change the category if necessary. + +The @b{class} can be @dfn{sw-bug}, @dfn{doc-bug}, @dfn{change-request}, +or @dfn{support}. The first two are exactly as their names imply. The +@i{change-request} class is to inform us of changes, such as new email +addresses or new contact information. The @i{support} class is intended +for general questions about using the @value{PRODUCT} clients or +libraries. + +The @b{severity} of the problem indicates the problem's impact on the +usability of the @value{PRODUCT} software package. If a problem is +@dfn{critical}, that means the product, component or concept is +completely non-operational, or some essential functionality is missing, +and no workaround is known. A @dfn{serious} problem is one in which the +product, component or concept is not working properly or significant +functionality is missing. Problems that would otherwise be considered +@i{critical} are rated @i{serious} when a workaround is known. A +@dfn{non-critical} problem is one that is indeed a problem, but one that +is having a minimal affect on your ability to use @value{PRODUCT}. +@i{E.g.}, The product, component or concept is working in general, but +lacks features, has irritating behavior, does something wrong, or +doesn't match its documentation. The default severity is @i{serious}. + +The @b{priority} indicates how urgent this particular problem is in +relation to your work. Note that low priority does not imply low +importance. @value{COMPANY} considers all problems important, and +encourages its customers to be realistic about priority ratings. A +priority of @dfn{high} means a solution is needed as soon as possible. +A priority of @dfn{medium} means the problem should be solved no later +than the next release. A priority of @dfn{low} means the problem should +be solved in a future release, but it is not important to your work how +soon this happens. The default priority is @i{medium}. + +Note that a given severity does not necessarily imply a given priority. +For example, a non-critical problem might still have a high priority if +you are faced with a hard deadline. Conversely, a serious problem might +have a low priority if the feature it is disabling is one that you do +not need. + +The @b{release} is as labeled on the software that was shipped. +@i{e.g.}, @code{kerbnet-@value{RELEASE}}. It is important that you tell +us which release you are using, and whether or not you have made any +private changes. + +Bug reports that include proposed fixes are especially welcome. If you +include proposed fixes, please send them using either context diffs +(@samp{diff -c}) or unified diffs (@samp{diff -u}). + +@iftex +@vfill +@end iftex + +@page +A sample filled-out form from a company named ``Toasters, Inc.'' might +look like this: + +@smallexample +@group +To: bugs@@cygnus.com +Subject: "KDC reply did not match expectations" error +From: joe.smith@@toasters.com +Reply-To: joe.smith@@toasters.com +X-send-pr-version: 3.97-96q1 + +>Submitter-Id: toastersinc +>Confidential: yes +>Originator: Joe Smith (+1 415 903 1400) +>Organization: +----- +Joe Smith joe.smith@@toasters.com +Toasters, Inc. + ``The best UI in the world'' + +>Synopsis: "KDC reply did not match expectations" error message +>Severity: non-critical +>Priority: low +>Category: kerberos +>Class: sw-bug +>Release: kerbnet-1.0 +>Environment: +NetBSD viola 1.1 NetBSD 1.1 (ATHENAADP) #0: Tue May 21 00:31:42 EDT 1996 +i386 +System: Intel P166 +Architecture: NetBSD + +>Description: + <description of problem goes here> + Getting "KDC reply did not match expectations" message. This + does not seem to be affecting anything else. + +>How-To-Repeat: + <A code sample is worth a thousand words.> + <If the Problem Report is marked ``Confidential: yes'',> + <it will not be available to anyone but our engineers,> + <please contact us if you are concerned about sensitive source> + <code.> + It happens when I type kinit. + +>Fix: + <If you have already found a correct way to stop this problem,> + <please let us know!> + None. Sorry. +@end group +@end smallexample + +@iftex +@vfill +@end iftex + +@page +If the @code{send-pr} program does not work for you, you can use the +following template instead: + +@smallexample +@group +To: bugs@@cygnus.com +Subject: +From: +Reply-To: +X-send-pr-version: none (typed manually) + +>Submitter-Id: +>Originator: +>Organization: + <organization of PR author (multiple lines)> +>Confidential: <[ yes | no ] (one line)> +>Synopsis: <synopsis of the problem (one line)> +>Severity: <[ non-critical | serious | critical ] (one line)> +>Priority: <[ low | medium | high ] (one line)> +>Category: <name of the product (one line)> +>Class: <[ sw-bug | doc-bug | change-request | support ] (one line)> +>Release: cns-9?q? +>Environment: + <machine, os, target, libraries (multiple lines)> +System: +Architecture: + + +>Description: + <precise description of the problem (multiple lines)> +>How-To-Repeat: + <code/input/activities to reproduce the problem (multiple lines)> +>Fix: + <how to correct or work around the problem, if known (multiple lines)> +@end group +@end smallexample |