View source for Kubuntu/BugTriage

These are pre-made replies with a KDE focus for dealing with commonly-reported bugs or for when you need to deal with a large amount of a certain type of bug. While these were designed to sound natural and non-canned, it always is nice for a bug reporter to get a uniquely-composed response to their bug, especially if the pre-made response does not exactly fit the situation. It gives the reporter assurance that the developer did indeed read the bug and does know what he is talking about. A list of general (and in some cases more canned-sounding) replied can be found in the [https://wiki.ubuntu.com/Bugs/Responses Ubuntu Wiki]

To switch things up, it is also advised to switch you greeting/ending line. In the future we may have something automatic-ish to mix-n-match salutations and endings. Where "KDE program" is said in the responses, it is advisable to replace this with the program name.

== Upstream Bugs for KDE Packages ==
Upstream bugs for KDE packages are handled specially in Kubuntu. Here are responses to fit most situations

=== Upstream Wishes ===
We send all wishlist items on to KDE. Close these bugs as '''Invalid''', and reply with something similar to:

<blockquote> Hello,<br /><br /> Thanks for reporting this feature request! Unfortunately, at this time Kubuntu does not have the developer manpower needed to implement and maintain many features at the Kubuntu level. This wish would best be reported and tracked at https://bugs.kde.org, so that it can be implemented by the KDE developers themselves. Once implemented in KDE, it will be included in Kubuntu once the KDE version the feature is implemented in reaches Kubuntu. <br /><br />Thanks!</blockquote>

If the wishlist already has an upstream report linked to it, use this one:
<blockquote> Hello,<br /><br /> Thanks for reporting this feature request! Unfortunately, at this time Kubuntu does not have the developer manpower needed to implement and maintain many features at the Kubuntu level. But don't worry! This issue is being tracked by the KDE developers at: <insert url>. Once implemented in KDE, it will be included in Kubuntu once the KDE version the feature is implemented in reaches Kubuntu. <br /><br />Thanks!</blockquote>

=== Upstream Bugs ===
We send all upstream bugs on to KDE. Close these bugs as '''Invalid''', and reply with something similar to:

<blockquote> Hi there!<br /><br /> Thanks for reporting this bug! Your bug seems to be a problem with the KDE program itself, and not with our KDE packages. While we appreciate your issue, it would be better if it was tracked at https://bugs.kde.org, so that the KDE developers can deal with this speedily and have direct communication with you as the reporter for more effective debugging. <br /><br />Thanks!</blockquote>

If already upstreamed:

<blockquote> Hi there!<br /><br /> Thanks for reporting this bug! Your bug seems to be a problem with the KDE program itself, and not with our KDE packages. But don't worry! This issue is being tracked by the KDE developers at: <insert url>. Once fixed in KDE, it will be included in Kubuntu once the KDE version the fix is in in reaches Kubuntu. <br /><br />Thanks!</blockquote>

== Dead Upstream ==

Packages with a known dead upstream can be kept in the archive, if this is the case a bug with Triaged/High status will be kept open for reference of this decision. This bug needs to be mentenioned in place of #XXXXXX in the template below. Close bugs for software with dead upstreams as '''Won't Fix'''.

<blockquote>Thanks for taking the time to report this bug. Unfortunately this software is no longer maintained by its original developers. The package is kept available because it is considered generally good enough quality in accordance with our Dead Upstream Policy. <br />Please see this bug for additional information on the support status of this particular piece of software: bug #XXXXXXX</blockquote>

== Removed Package ==

Software that is removed from the archive ought to have their bugs closed with a reference to possible replacement software on apps.ubuntu.com or packages.ubuntu.com. Close these bugs as '''Invalid'''.

<blockquote>Thanks for taking the time to report this bug. Unfortunately this package was removed from the Kubuntu software repositories in the meantime. We are closing this bug report because it will not see any resolution for future releases of Kubuntu.<br /><br />If you are looking for a replacement software you may find this helpful: https://apps.ubuntu.com/cat/</blockquote>

== Incomplete Bugs Without Response ==
When a user has not responded to a request for information after around a month, we close the bug as invalid.

<blockquote> We are closing this bug report because it lacks the information we need to investigate the problem, as requested in the previous comments. Please reopen it if you can give us the missing information, and don't hesitate to submit bug reports in the future. To reopen the bug report you can click on the current status, under the "Status" column, and change the status back to "New". Thanks again!</blockquote>

== Debugging Xorg ==
Oftentimes we will receive bugs against the KDE packages that are really video driver bugs. In this case the best thing to do is pass this on to the appropriate driver package. Unfortunately it's usually not possible to tell from the report what driver the reporter is using. To determine this, set the bug to incomplete and respond thusly:

<blockquote> Hello,<br /><br /> This appears to be a problem with the video driver for your card. Could you please provide the output of lspci -vvnn and a copy of /var/log/Xorg.0.log as separate attachments? This will help us determine which driver package this bug should be assigned to, as well as help the graphics people more efficiently handle this bug.<br /><br /> Thanks in advance!</blockquote>

== Hard Drive Full Errors ==
When a user runs out of hard drive space on his Kubuntu partition, dpkg will quite often report errors. These errors usually all have one key similarity: All give the errors: "$PACKAGE failed to install/upgrade: failed in buffer_write(fd) (10, ret=-1) installing $FILE" and in the dpkg log contains a line saying "No space left on device". You can convert these to support questions and give the following response:

<blockquote> Hi there!<br /><br /> It appears that you have run out of hard drive space on the partition you installed Kubuntu on. We cannot fix this from our end, but since this is probably a quite serious problem for you we are turning this report into a support ticket so that you can get the help you need. <br /><br />Thanks for your patience and understanding</blockquote>

== Corrupted Package Errors ==
Similar to the above error, sometimes packages fail to install because the package was corrupted while the user was downloading it. Convert these to questions with the following response:

<blockquote> Hi there!<br /><br /> It appears that somehow the package you were trying to install was corrupted during download.. We cannot fix this from our end, but since this is probably a quite serious problem for you we are turning this report into a support ticket so that you can get the help you need. <br /><br /> As a suggestion, you could try removing the package (sudo rm /var/cache/apt/archives/$PATH-TO-PACKAGE) and re-upgrading.<br /><br />Thanks for your patience and understanding</blockquote>

You can usually find the path to the package that is failing in the dpkg log attached to the bug. Please be careful about throwing about sudo rm commands though...

== Distro has reached EOL ==
If the distro has reached EOL per https://wiki.ubuntu.com/Releases (Kubuntu 8.04 support has ended, though) and you are pretty sure that this should be fixed in more recent releases. (Note DISTRO and DATE are variables):

<blockquote>Thanks for taking the time to report this bug.  DISTRO reached EOL on DATE.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for DISTRO. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 13.04 ===
<blockquote>Thanks for taking the time to report this bug.  13.04 reached EOL on January 27, 2014.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 13.04. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 11.10 ===
<blockquote>Thanks for taking the time to report this bug.  11.10 reached EOL on May 9, 2013.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 11.10. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 11.04 ===
<blockquote>Thanks for taking the time to report this bug.  11.04 reached end of life on October 28, 2012.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 11.04. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 10.10 ===
<blockquote>Thanks for taking the time to report this bug.  10.10 reached end of life on April 10, 2012.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 10.10. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 10.04 ===
<blockquote>Thanks for taking the time to report this bug.  10.04 reached end of life on May 9, 2013.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 10.04. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>

=== 9.10 ===
<blockquote>Thanks for taking the time to report this bug.  9.10 reached end of life on April 30, 2011.<br />Please see this document for currently supported Kubuntu releases:<br />https://wiki.kubuntu.org/Releases <br /><br />Unfortunately this means that there will be no more bugfixes for 9.10. It is also recommended that you upgrade, if you have not already. <br /><br />Please feel free to report any other bugs you may find, and thanks for your understanding.</blockquote>