Q100068: What is the Bug Tracker and how can you use it?

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SUMMARY

This article explains what the Bug Tracker is, how it works and how to use it to subscribe to bug change notifications. 

A bug is a known issue with the product that causes unexpected behaviour when using the software. A feature enhancement is a request for new functionality that is not currently part of the latest release of the product, or changing existing behaviour in order to improve certain aspects of the product.

Bug reports can be tracked in the Bug Tracker page.
No tracking is available at this time for feature enhancements.



MORE INFORMATION

 

What is the Bug Tracker

The Bug Tracker is a list of known product issues (bugs) that enables our customers to keep track of changes to the bug state, by subscribing to notifications. In addition, the Bug Tracker is also integrated into our support ticket system, so when a support ticket is raised, not only will you see useful knowledge articles related to the ticket question, but also the list of all related product bugs. 

 

Accessing the Bug Tracker

By default, the Bug Tracker requires you to be logged in in order to access it.

Your login username and password will be the same as used for logging into the foundry.com website.

If you are not logged into the Support Portal, the menu options for Bug Tracker won't be accessible and display with a padlock next to it, like so:

Screenshot 2023-09-29 at 11.28.47.png


Once you log in, the menu options will appear unlocked and you will be able to:

  • Access the bug Dashboard under All Bugs
  • Access your individual bug database for each product under My Reported Bugs
  • Report an issue with the products under Report A Bug

NOTE: When reporting a bug we recommend that you log in with your corporate email address, so that we can confirm your maintenance agreement without delays.


Reporting a bug 

We appreciate the time you take to provide us with bug reports and help us make our software better. The best way to report a bug is to use the bug reporting form, accessible via:

Using the bug reporting form is preferred over email since it ensures that the bug report is captured in a consistent way. Ultimately, this helps us get the information needed to reproduce the problem quickly, and allows us to make the bug report available in our Bug Tracker system, for you and other users faster.

Once a bug is received by the Support team, we will attempt to reproduce the issue, based on the information and reproduction steps you have provided us. If we successfully reproduce it, we will log a bug report and get back to you with the tracking bug ID, which will also be available in the public Bug Tracker. Otherwise, we may get back to you with further questions in order to be able to continue our investigation and hopefully reproduce the issue.

 

My Reported Bugs

The Bug Tracker offers logged in users access to the list of known product reported bugs. In addition to that, customers have the ability to see their individually reported bugs and verify their status in a dedicated area called My Reported Bugs.

Customers can also download a report of all of their individually logged bugs to be used for internal reference. Download buttons are available in My Reported Bugs in the top right corner, with options for XLS, CSV, XML, and PDF.

 



Using the Bug Tracker

The Bug Tracker includes a Dashboard view called 'All Bugs' with individual bug database pages for each product.


All Bugs

Under 'All Bugs' you can see a list of all available bug databases, with links that allow you to go to each product bug database by pressing 'View all'. 

 

 

 

Bug database pages

Each bug database page for products displays the full list of known issues published for that product. The list can be navigated by using the top right hand corner numbered pages.

For example, the Nuke bug database looks like: 

 

To help customers identify the bug they are looking for, each bug displays a summary tooltip upon hovering their mouse over a bug’s title. This tooltip displays the “Problem summary” portion of the bug article, provided there is one, like so:

Screen Shot 2021-03-23 at 1.53.12 PM.png

 


Individual bug articles

In addition to a bug title, each bug article will also display the following information:

  • Bug ID 
  • State
  • Tentative Target Release

 

Bug ID - This is the tracking ID of a customer bug report, reproduced and confirmed by Support and logged with engineering in their internal database. This ID will also appear in the product release notes. 

State - This is the active status of the bug report as it appears in the internal engineering database. The State can be NEW, IN PROGRESS and CLOSED

Once a bug is CLOSED, a RESOLUTION field will appear which provides additional information on the reason the bug was closed as Fixed. For example, it was fixed, found to be a duplicate, or the behaviour reported is expected.

The information can also be accessed via a text box when hovering over the Resolution field on a bug article, as shown below:

mceclip0.png

Target Release - This is the tentative product release that the bug reports is expected to be fixed in. Based on priority and any future reassessments, the release is subject to change. 

NOTE: You may notice bugs set to NEW or IN PROGRESS with a tentative release assigned, that later get pushed back. This typically happens when engineering start investigating a bug and encounter further issues or the complexity of the report is bigger than originally estimated. Based on priority, the release target will be reassessed and is subject to change. 




Sorting options

Within the Bug Tracker individual bug database pages, each column can be sorted alphabetically using the up/down arrows next to the column name.  

 

NOTE: The column sorting can be combined with the filtering options detailed below, to restrict the bug search results to your requirements. 



Filtering options

The filter options across the Support Portal allow selecting multiple options to help search in all the Bug Tracker sections, (for example like Nuke), in My Reported Bugs and in My Requests pages. the drop down filters support multiple options being selected at once and the search input fields automatically search after you stop typing.

On the left hand side, users have the ability to:

  • search for keywords in the title of a bug using 'Search in Title'
  • search for the name of an existing target release using 'Search by Target Release

  • 'Filter by Status' allows searching by one or multiple bug statuses: NEW, IN PROGRESS & CLOSED
  • 'Filter by Product' allows searching by one or multiple products in My Reported Bugs or My Requests.

Screenshot 2022-05-20 at 12.26.31.png

NOTE: The 'Search in title' and 'Filter by' options can be combined to retrieve a filtered list of bugs. For example, if you're searching for all Mari bugs currently 'Closed', that contain the keyword 'image' in the title, the result might look like: 


NOTE:
The 'Search by Target Release' will apply a search independent to the other options. The results will be filtered exclusive to the target release name used, and this needs to match the exact version appearing under the 'Target Release' field.  

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