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Problem Report fields

The following fields are present whenever a PR is submitted via the program, send-pr. PRMS adds additional fields when the PR arrives at the Support Site; explanations of these fields are described in the following discussion.

>Submitter-Id:

(Text)
A unique identification code assigned by the Support Site. It is used to identify all Problem Reports coming from a particular site. (Submitters without a value for this field can invoke send-pr with the option, ‘--request-id’, to apply for one from the support organization. Problem Reports from those not affiliated with the support organization should use the default value of ‘net’ for this field.)

>Originator:

(Text)
Originator’s real name. The default is the value of the originator’s environment variable, NAME.

>Organization:

(MultiText)
The originator’s organization. The default value is set with the variable, DEFAULT_ORGANIZATION, in the send-pr shell script.

>Confidential:

(Enumerated)
Use of this field depends on the originator’s relationship with the support organization; contractual agreements often have provisions for preserving confidentiality. Conversely, a lack of a contract often means that any data provided will not be considered confidential. Submitters should be advised to contact the support organization directly if this is an issue.

If the originator’s relationship to the support organization provides for confidentiality, then if the value of this field is ‘yes’ the support organization treats the PR as confidential; any code samples provided are not made publicly available (e.g., in regression test suites). The default value is ‘yes’.

>Synopsis:

(Text)
One-line summary of the problem. send-pr copies this information to the ‘Subject:’ line when you submit a Problem Report.

>Severity:

(Enumerated)
The severity of the problem. Accepted values include the following input:

critical
The product, component or concept is completely non-operational or some essential functionality is missing. No workaround is known.

serious
The product, component or concept is not working properly or significant functionality is missing. Problems that would otherwise be considered ‘critical’ are rated ‘serious’ when a workaround is known.

non-critical
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 value is ‘serious’.

>Priority:

(Enumerated)
How soon the originator requires a solution. Accepted values include the following input.

high
A solution is needed as soon as possible.

medium
The problem should be solved in the next release.

low
The problem should be solved in a future release.

The default value is ‘medium’.

>Category:

(Text)
The name of the product, component or concept where the problem lies. The values for this field are defined by the Support Site.

>Class:

(Enumerated)
The class of a problem uses one of the following as input:

sw-bug
A general product problem. (‘sw’ stands for software.)

doc-bug
A problem with the documentation.

change-request
A request for a change in behavior, etc.

support
A support problem or question.

duplicate (pr-number)
Duplicate PR. pr-number should be the number of the original PR.

The default is ‘sw-bug’.

>Release:

(Text)
Release or version number of the product, component or concept.

>Environment:

(MultiText)
Description of the environment where the problem occurred: machine architecture, operating system, host and target types, libraries, pathnames, etc.

>Description:

(MultiText)
Precise description of the problem.

>How-To-Repeat:

(MultiText)
Example code, input, or activities to reproduce the problem. The support organization uses example code both to reproduce the problem and to test whether the problem is fixed. Include all preconditions, inputs, outputs, conditions after the problem, and symptoms. Any additional important information should be included. Include all the details that would be necessary for someone else to recreate the problem reported, however obvious. Sometimes seemingly arbitrary or obvious information can point the way toward a solution. See Helpful hints.

>Fix:

(MultiText)
A description of a solution to the problem, or a patch which solves the problem. (This field is most often filled in at the Support Site; we provide it in case the submitter has solved the problem.)

PRMS adds the following fields when the PR arrives at the Support Site:

>Number:

(Enumerated)
The incremental identification number for this PR.

The ‘>Number:’ field is often paired with the ‘>Category:’ field in subsequent email messages as in the following input.

category/number

This is for historical reasons, as well as because Problem Reports are stored in sub-directories which are named by category.

>State:

(Enumerated)
The current state of the PR. Accepted values are:

open
The PR has been filed and the responsible person notified.

analyzed
The responsible person has analyzed the problem.

feedback
The problem has been solved, and the originator has been given a patch or other fix.

closed
The changes have been integrated, documented, and tested, and the originator has confirmed that the solution works.

suspended
Work on the problem has been postponed.

The initial state of a PR is ‘open’. See States of Problem Reports.

>Responsible:

(Text)
The person responsible for this category.

>Arrival-Date:

(Text)
The time that this PR was received by PRMS . The date is provided automatically by PRMS .

>Audit-Trail:

(MultiText)
Tracks related to electronic mail, as well as to changes in the ‘>State:’ and ‘>Responsible:’ fields, with the following sub-fields.

State-Changed-<From>-<To>: oldstate>-< newstate
The old and new ‘>State:’ field values.

Responsible-Changed-<From>-<To>: oldresp>-< newresp
The old and new ‘>Responsible:’ field values.

State-Changed-By: name

Responsible-Changed-By: name
The name of the maintainer who effected the change.

State-Changed-When: timestamp

Responsible-Changed-When: timestamp
The time the change was made.

State-Changed-Why: reason...

Responsible-Changed-Why: reason...
The reason for the change.

The ‘>Audit-Trail:’ field also contains any mail messages received by PRMS related to this PR, in the order received.

>Unformatted:

(MultiText)
Any random text found outside the fields in the original Problem Report.