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112
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1 \input texinfo @c -*-texinfo-*-
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2 @setfilename send-pr.info
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3 @settitle Reporting Problems Using send-pr
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4
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5 @setchapternewpage odd
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6
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7 @include version.texi
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8 @set SENDPR
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9
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10 @ifinfo
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11 @format
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12 START-INFO-DIR-ENTRY
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13 * send-pr: (send-pr). Reporting problems--using send-pr
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14 END-INFO-DIR-ENTRY
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15 @end format
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16 @end ifinfo
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17
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18 @ifinfo
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19 Copyright @copyright{} 1993, 1994, 1995 Free Software Foundation, Inc.
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20
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21 Permission is granted to make and distribute verbatim copies of
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22 this manual provided the copyright notice and this permission notice
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23 are preserved on all copies.
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24
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25 @ignore
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26 Permission is granted to process this file through TeX and print the
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27 results, provided the printed document carries a copying permission
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28 notice identical to this one except for the removal of this paragraph
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29 (this paragraph not being relevant to the printed manual).
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30
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31 @end ignore
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32
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33 Permission is granted to copy and distribute modified versions of this
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34 manual under the conditions for verbatim copying, provided also that
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35 the entire resulting derived work is distributed under the terms of a
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36 permission notice identical to this one.
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37
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38 Permission is granted to copy and distribute translations of this manual
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39 into another language, under the above conditions for modified versions.
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40 @end ifinfo
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41
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42 @titlepage
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43 @finalout
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44 @title Reporting Problems
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45 @subtitle Using @code{send-pr}, version @value{VERSION}
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46 @subtitle October 1993
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47 @author Jeffrey M. Osier
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48 @author Cygnus Support
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49 @page
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50
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51 @vskip 0pt plus 1filll
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52
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53 Copyright @copyright{} 1993, 1994, 1995 Free Software Foundation, Inc.
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54
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55 Permission is granted to make and distribute verbatim copies of
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56 this manual provided the copyright notice and this permission notice
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57 are preserved on all copies.
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58
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59 Permission is granted to copy and distribute modified versions of this
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60 manual under the conditions for verbatim copying, provided also that
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61 the entire resulting derived work is distributed under the terms of a
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62 permission notice identical to this one.
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63
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64 Permission is granted to copy and distribute translations of this manual
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65 into another language, under the above conditions for modified versions.
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66
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67 @end titlepage
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68
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69 @c ---------------------------------------------------------------
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70 @node Top
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71 @top Overview
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72 @cindex foreword to @code{send-pr}
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73 @cindex overview to @code{send-pr}
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74 @cindex introduction to @code{send-pr}
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75
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76 This manual documents @code{send-pr},
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77 @ifinfo
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78 version @value{VERSION},
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79 @end ifinfo
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80 which uses electronic mail to submit support questions and problem
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81 reports to a central Support Site. No body of work is perfect, and
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82 support organizations understand this; @code{send-pr} is designed to
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83 allow users who have problems to submit reports of these problems to
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84 sites responsible for supporting the products in question, in a defined
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85 form which can be read by an electronically managed database.
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86
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87 @cindex GNATS
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88 @code{send-pr} is part of a suite of programs known collectively as
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89 @sc{gnats}, the @sc{gnu} Problem Report Management System. @sc{gnats}
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90 consists of several programs which, used in concert, formulate and
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91 partially administer a database of @dfn{Problem Reports}, or @dfn{PRs},
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92 at a central Support Site. A PR goes through several states in its
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93 lifetime; @sc{gnats} tracks the PR and all information associated with it
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94 through each state and finally acts as an archive for PRs which have
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95 been @dfn{closed}.
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96
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97 Because @code{send-pr} exists as a shell (@file{/bin/sh}) script and as
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98 an Elisp file for use with @sc{gnu} Emacs, it can be used from any
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99 machine on your network which can run a shell script and/or Emacs.
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100
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101 In general, you can use any editor and mailer to submit valid Problem
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102 Reports, as long as the format required by @sc{gnats} is preserved.
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103 @code{send-pr} automates the process, however, and ensures that certain
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104 fields necessary for automatic processing are present. @code{send-pr}
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105 is strongly recommended for all initial problem-oriented correspondence
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106 with your Support Site. The organization you submit Problem Reports to
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107 supplies an address to which further information can be sent; the person
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108 responsible for the category of the problem you report contacts you
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109 directly.
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110
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111 @menu
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112 * send-pr in detail:: Details about send-pr and GNATS
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113 * Invoking send-pr:: Editing and sending PRs
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114 * An Example:: A working example
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115 * Installing send-pr:: Installing send-pr on your system
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116 * Index::
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117 @end menu
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118
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119 @node send-pr in detail
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120 @chapter Details about send-pr and GNATS
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121
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122 @cindex details about @code{send-pr}
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123 @cindex Problem Reports
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124 A @dfn{Problem Report} is a message that describes a problem you are
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125 having with a body of work. @code{send-pr} organizes this message into
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126 a form which can be understood and automatically processed by @sc{gnats},
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127 the @sc{gnu} Problem Report Management System. A Problem Report is
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128 organized into @dfn{fields} which contain data describing you, your
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129 organization, and the problem you are announcing (@pxref{Fields,,Problem
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130 Report format}). Problem Reports go through several defined states in
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131 their lifetimes, from @dfn{open} to @dfn{closed} (@pxref{States,,States
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132 of Problem Reports}).
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133
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134 @menu
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135 * States:: States of Problem Reports
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136 * Fields:: Problem Report format
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137 @end menu
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138
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139 @include states.texi
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140
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141 @include fields.texi
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142
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143 @node Invoking send-pr
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144 @chapter Editing and sending PRs
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145 @cindex editing and sending PRs
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146 @cindex sending PRs
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147 @cindex invoking send-pr
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148 @cindex using send-pr
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149 @cindex generating new PRs
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150
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151 @include s-usage.texi
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152
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153 @node An Example
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154 @chapter An Example
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155 @cindex an example
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156 @cindex example PR
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157 @cindex Cygnus Support
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158 @cindex @sc{gnu} software support
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159 Cygnus Support in Mountain View, CA, uses @sc{gnats} and @code{send-pr}
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160 extensively for their support activities. As a support company, Cygnus
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161 finds problem tracking to be a crucial part of everyday business.
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162 Cygnus supports the @sc{gnu} compiling tools (including @sc{gnats} and
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163 @code{send-pr}) over several many platforms
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164
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165 With each shipment of the Cygnus Support Developer's Kit, customers
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166 receive the latest version of @code{send-pr}, which contains an
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167 up-to-date listing of valid categories (values for the @code{>Category:}
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168 field). Using these tools, Cygnus' customers can communicate their
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169 problems to Cygnus effectively and receive automatic confirmation of
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170 receipt as well as notification of changes in the status of their
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171 reported problems. Much of Cygnus' support mechanism relies on
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172 electronic mail.
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173
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174 As an example, let's pretend we're a customer of Cygnus Support, and
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175 that we're having a problem compiling some of our software using the
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176 @sc{gnu} C compiler, which Cygnus supports.
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177
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178 Assume that we're getting an error in our @code{bifrabulator} program
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179 wherein the @samp{prestidigitation} routines don't match with the
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180 @samp{whatsitsname}. We've made sure we're following the rules of the
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181 program and checked the Release Notes from Cygnus and found that the bug
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182 isn't already known. In other words, we're pretty sure we've found a
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183 bug.
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184
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185 @cindex Imaginary Software, Ltd.
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186 Our first step is to call @code{send-pr}. It really doesn't matter
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187 whether we use @code{send-pr} from the shell or from within Emacs.
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188 Indeed, if we use Emacs as a primary editor, calling @code{send-pr} from
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189 the shell is likely to start @code{send-pr} in an Emacs buffer anyway.
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190 So, since our company, @emph{Imaginary Software, Ltd.}, uses @sc{gnu}
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191 software extensively, we're pretty familiar with Emacs, so from within
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192 Emacs we type
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193 @smallexample
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194 M-x send-pr
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195 @end smallexample
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196 @noindent
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197 and we're greeted with the following screen:
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198
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199 @cindex default PR template
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200 @cindex example of a default template
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201 @cindex blank PR template
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202 @cindex @code{bifrabulator}
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203 @cartouche
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204 @smallexample
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205 SEND-PR: -*- text -*-
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206 SEND-PR: Lines starting with `SEND-PR' will be removed
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207 SEND-PR: automatically as well as all comments (the text
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208 SEND-PR: below enclosed in `<' and `>').
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209 SEND-PR: Please consult the manual if you are not sure
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210 SEND-PR: how to fill out a problem report.
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211 SEND-PR:
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212 SEND-PR: Choose from the following categories:
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213 SEND-PR:
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214 SEND-PR: bfd binutils bison
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215 SEND-PR: byacc clib config cvs diff
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216 SEND-PR: doc emacs flex g++ gas
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217 SEND-PR: gcc gdb glob gprof grep
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218 SEND-PR: info ispell kerberos ld libg++
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219 SEND-PR: libiberty make makeinfo mas newlib
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220 SEND-PR: other patch rcs readline send-pr
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221 SEND-PR: test texindex texinfo texinfo.tex
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222 SEND-PR: bifrabulator <---@emph{note: this one is fake}
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223 SEND-PR:
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224 To: cygnus-bugs@@cygnus.com
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225 Subject:
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226 From: jeffrey@@imaginary.com
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227 Reply-To: jeffrey@@imaginary.com
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228 X-send-pr-version: send-pr @value{VERSION}
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229
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230 >Submitter-Id: imaginary
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231 >Originator: Jeffrey Osier
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232 >Organization:
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233 Imaginary Software, Ltd.
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234 >Confidential: <[ yes | no ] (one line)>
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235 >Synopsis: <synopsis of the problem (one line)>
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236 >Severity: <[ non-critical | serious | critical ] (one line)>
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237 >Priority: <[ low | medium | high ] (one line)>
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238 >Category: <name of the product (one line)>
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239 >Class: <[sw-bug|doc-bug|change-request|support](oneline)>
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240 >Release: <release number or tag (one line)>
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241 >Environment:
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242 <machine, os, target, libraries (multiple lines)>
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243 System: SunOS imaginary.com 4.1.1 1 sun4
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244 Architecture: sun4
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245
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246 >Description:
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247 <precise description of the problem (multiple lines)>
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248 >How-To-Repeat:
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249 <code/input/activities to reproduce (multiple lines)>
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250 >Fix:
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251 @iftex
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252 @hrule
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253 @end iftex
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254 -----Emacs: *send-pr* (send-pr Fill)----All------------------
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255 @iftex
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256 @hrule
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257 @end iftex
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258 >Category: other[]
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259 @end smallexample
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260 @end cartouche
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261 @page
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262 We know from past experience that we need to set certain information into
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263 each field, so we compile all the information we know about our problem.
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264 We have some sample code which we know should work, even though it
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265 doesn't, so we'll include that. Below is the completed PR; we send this
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266 using @kbd{C-c C-c}. (The comments have been truncated).
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267
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268 @cindex completed Problem Report
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269 @cindex example of a completed PR
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270 @cartouche
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271 @smallexample
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272 SEND-PR: Lines starting with `SEND-PR' will be removed
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273 SEND-PR: automatically as well as all comments (the text
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274 SEND-PR: @dots{}
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275 SEND-PR:
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276 To: cygnus-bugs@@cygnus.com
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277 Subject: bifrabulator routines don't match
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278 From: jeffrey@@imaginary.com
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279 Reply-To: jeffrey@@imaginary.com
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280 X-send-pr-version: send-pr @value{VERSION}
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281
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282 >Submitter-Id: imaginary
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283 >Originator: Jeffrey Osier
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284 >Organization:
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285 Imaginary Software, Ltd.
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286 >Confidential: no
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287 >Synopsis: bifrabulator routines don't match
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288 >Severity: serious
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289 >Priority: medium
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290 >Category: bifrabulator
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291 >Class: sw-bug
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292 >Release: progressive-930101
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293 >Environment:
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294 System: SunOS imaginary.com 4.1.1 1 sun4
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295 Architecture: sun4 (SPARC)
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296
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297 >Description:
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298 the following code I fed into the bifrabulator came back
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299 with a strange error. apparently, the prestidigitation
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300 routine doesn't match with the whatsitsname in all cases.
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301
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302 >How-To-Repeat:
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303 call the bifrabulator on the following code.
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304 @emph{code sample@dots{}}
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305
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306 >Fix:
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307 @iftex
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308 @hrule
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309 @end iftex
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310 -----Emacs: *send-pr* (send-pr Fill)----All------------------
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311 @iftex
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312 @hrule
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313 @end iftex
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314 To send the problem report use: C-c C-c
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315 @end smallexample
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316 @end cartouche
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317
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318 We type @kbd{C-c C-c}, and off it goes. Now, we depend on Cygnus
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319 Support to figure out the answer to our problem.
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320
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321 Soon afterward, we get the following message from Cygnus:
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322
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323 @smallexample
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324 @group
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325 From: gnats (GNATS management)
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326 Sender: gnats-admin
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327 Reply-To: hacker@@cygnus.com
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328 To: jeffrey@@imaginary.com
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329 Subject: Re: bifrabulator/1425: routines don't match
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330
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331 Thank you very much for your problem report.
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332 It has the internal identification: g++/1425.
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333 The individual assigned to look at your bug is: hacker
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334 (F.B. Hacker)
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335
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336 Category: bifrabulator
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337 Responsible: hacker
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338 Synopsis: bifrabulator routines don't match
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339 Arrival-Date: Sat Feb 30 03:12:55 1993
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340 @end group
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341 @end smallexample
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342
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343 @noindent
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344 This is our receipt that the bug has been accepted and forwarded to the
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345 responsible party.
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346
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347 @noindent
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348 A while later, we get the analysis:
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349
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350 @smallexample
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351 @group
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352 To: jeffrey@@imaginary.com
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353 From: hacker@@cygnus.com
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354 Subject: Re: bifrabulator/1425: routines don't match
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355 Reply-To: hacker@@cygnus.com
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356
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357 Got your message, Jeff. It seems that the bifrabulator was
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358 confusing the prestidigitation routines with the realitychecker
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359 when lexically parsing the whatsitsname.
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360
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361 I'm working on robustisizing the bifrabulator now.
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362
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363 How about lunch next week?
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364 --
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365 F.B. Hacker
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366 Cygnus Support, Mountain View, CA 415 903 1400
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367 #include <std-disclaimer.h>
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368 @end group
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369 @end smallexample
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370
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371 @noindent
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372 About the same time, we get another message from Cygnus.
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373
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374 @cindex state change example
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375 @cindex example of a state change
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376 @smallexample
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377 @group
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378 From: hacker@@cygnus.com
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379 To: jeffrey@@imaginary.com
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380 Subject: Re: bifrabulator/1425: doesn't match prestidig
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381 Reply-To: hacker@@cygnus.com
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382
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383
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384 `F.B. Hacker' changed the state to `analyzed'.
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385
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386 State-Changed-From-To: open-analyzed
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387 State-Changed-By: hacker
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388 State-Changed-When: Fri Feb 31 1993 08:59:16 1993
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389 State-Changed-Why:
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390 figured out the problem, working on a patch this afternoon
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391 --
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392 F.B. Hacker
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393 Cygnus Support, Mountain View, CA 415 903 1400
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394 #include <std-disclaimer.h>
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395 @end group
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396 @end smallexample
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397
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398 @noindent
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399 The bug has now been analyzed, and Cygnus is working on a solution.
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400
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401 @noindent
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402 Sometime later, we get more mail from F.B.:
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403
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404 @smallexample
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405 @group
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406 To: jeffrey@@imaginary.com
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407 From: hacker@@cygnus.com
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408 Subject: Re: bifrabulator/1425: routines don't match
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409 Reply-To: hacker@@cygnus.com
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410
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411 There's a patch now that you can ftp over and check out.
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412
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413 Hey, that joke you sent me was great! The one about the
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414 strings walking into a bar... my boss laughed for an hour!
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415 --
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416 F.B. Hacker
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417 Cygnus Support, Mountain View, CA 415 903 1400
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418 #include <std-disclaimer.h>
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419 @end group
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420 @end smallexample
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421 @sp 2
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422 @smallexample
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423 @group
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424 From: hacker@@cygnus.com
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425 To: jeffrey@@imaginary.com
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426 Subject: Re: bifrabulator/1425: doesn't match prestidig
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427 Reply-To: hacker@@cygnus.com
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428
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429
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430 `F.B. Hacker' changed the state to `feedback'.
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431
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432 State-Changed-From-To: analyzed-feedback
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433 State-Changed-By: hacker
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434 State-Changed-When: Fri Feb 31 1993 23:43:16 1993
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435 State-Changed-Why:
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436 got the patch finished, notified Jeff at Imaginary Software
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437 --
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438 F.B. Hacker
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439 Cygnus Support, Mountain View, CA 415 903 1400
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440 #include <std-disclaimer.h>
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441 @end group
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442 @end smallexample
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443
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444 @noindent
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445 The bug has gone into @dfn{feedback} status now, until we get the patch,
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446 install it and test it. When everything tests well, we can mail F.B.
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447 back and tell him the bug's been fixed, and he can change the state of
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448 the PR from @dfn{feedback} to @dfn{closed}.
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449
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450 Following is a list of valid @samp{>Category:} entries that are
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451 supported by Cygnus.
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452
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453 @menu
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454 * Valid Categories::
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455 @end menu
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456
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457 @c FIXME - is this list up to date?
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458 @include categ.texi
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459
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460 @node Installing send-pr
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461 @appendix Installing @code{send-pr} on your system
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462 @cindex installation
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463
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464 If you receive @code{send-pr} as part of a larger software distribution,
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465 it probably gets installed when the full distribution is installed. If
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466 you are using @sc{gnats} at your site as well, you must decide where
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467 @code{send-pr} sends Problem Reports by default; see @ref{default site,,
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468 Setting a default @var{site}}.
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469
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470 @menu
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471 * installation:: installing `send-pr' by itself
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472 * default site:: setting a default site
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473 @end menu
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474
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475 @node installation
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476 @section Installing @code{send-pr} by itself
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477 @cindex installation procedure
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478
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479 Install @code{send-pr} by following these steps (you may need
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480 @code{root} access in order to change the @file{aliases} file and to
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481 install @code{send-pr}):
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482
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483 @itemize @bullet
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484 @item
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485 Unpack the distribution into a directory which we refer to as
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486 @var{srcdir}.
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487
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488 @item
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489 Edit the file @file{Makefile} to reflect local conventions.
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490 Specifically, you should edit the variable @samp{prefix} to alter the
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491 installation location. The default is @file{/usr/local}. All files are
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492 installed under @samp{prefix} (see below).
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493
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494 @item @emph{Run}
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495 @smallexample
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496 make all install [ info ] [ install-info ] [ clean ]
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497 @end smallexample
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498
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499 @noindent
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500 The targets mean the following:
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501
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502 @table @code
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503 @item all
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504 Builds @code{send-pr} and @code{install-sid}
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505
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506 @item install
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507 Installs the following:
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508
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509 @table @code
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510 @item install-sid
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511 @itemx send-pr
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512 into @file{@var{prefix}/bin}
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513
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514 @item send-pr.1
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515 into @file{@var{prefix}/man/man1}
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516
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517 @item @var{site}
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518 the list of valid @var{categories} for the Support Site from which you
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519 received @code{send-pr}, installed as
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520 @w{@file{@var{prefix}/lib/gnats/@var{site}}}
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521
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522 @item send-pr.el
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523 into @w{@file{@var{prefix}/lib/emacs/lisp}}@footnote{If your main Emacs
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524 lisp repository is in a different directory from this, substitute that
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525 directory for @w{@file{@var{prefix}/lib/emacs/lisp}}.}
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526 @end table
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527
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528 @item info (@emph{optional})
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529 Builds @file{send-pr.info} from @file{send-pr.texi}@*
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530 @c FIXME - is this still true?
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531 (@file{send-pr.info} is included with this distribution)
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532
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533 @item install-info (@emph{optional})
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534 Installs @file{send-pr.info} into @w{@file{@var{prefix}/info}}
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535
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536 @item clean (@emph{optional})
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537 Removes all intermediary build files that can be rebuilt from source
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538 code
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539 @end table
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540
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541 @item
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542 Run
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543
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544 @smallexample
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545 install-sid @var{your-sid}
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546 @end smallexample
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547
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548 @noindent
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549 where @var{your-sid} is the identification code you received with
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550 @w{@code{send-pr}}. @code{send-pr} automatically inserts this value
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551 into the template field @samp{>Submitter-Id:}. If you've downloaded
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552 @code{send-pr} from the Net, use @samp{net} for this value.
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553
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554 @item
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555 Place the following line in
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556 @w{@file{@var{prefix}/lib/emacs/lisp/default.el}}, or instruct your
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557 users to place the following line in their @file{.emacs} files:
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558
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559 @smallexample
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560 (autoload 'send-pr "send-pr" "Submit a Problem Report." t)
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561 @end smallexample
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562
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563 @item
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564 Create a mail alias for the Support Site from which you received
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565 @code{send-pr}, and for every site with which you wish to use
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566 @code{send-pr} to communicate. Each alias must have a suffix of
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567 @samp{-gnats}. The Support Site(s) will provide the correct addresses
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568 where these aliases should point. For instance, edit your mail aliases
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569 file to contain something like:
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570
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571 @smallexample
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572 # support sites; for use with send-pr
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573 cygnus-gnats: bugs@@cygnus.com # Cygnus Support
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574 bumblebee-gnats: bumblebugs@@bumblebee.com # Bumblebee Inc.
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575 mycompany-gnats: bugs@@my.company.com (@emph{if you use @sc{gnats} locally})
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576 @end smallexample
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577
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578 @code{send-pr} automatically searches for these aliases when you type
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579
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580 @smallexample
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581 send-pr cygnus
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582 send-pr bumblebee
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583 send-pr @var{site}@dots{}
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584 @end smallexample
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585
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586 @noindent
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587 @code{send-pr} also uses @var{site} to determine the categories of
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588 problems accepted by the site in question by looking in
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589
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590 @smallexample
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591 @var{prefix}/lib/gnats/@var{site}
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592 @end smallexample
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593
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594 @end itemize
|
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595
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596 @node default site
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597 @section Setting a default @var{site}
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598 @cindex default @var{site}
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599 @cindex setting a default @var{site}
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600
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601 @code{send-pr} is capable of sending Problem Reports to any number of
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602 Support Sites, using mail aliases which have @samp{-gnats} appended them.
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603 @code{send-pr} automatically appends the suffix, so that when you type
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604
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605 @smallexample
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606 send-pr @var{site}
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607 @end smallexample
|
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608
|
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609 @noindent
|
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|
610 the Problem Report goes to the address noted in the @file{aliases} file
|
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|
611 as @w{@samp{@var{site}-gnats}}. You can do this in the Emacs version of
|
|
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612 @code{send-pr} by invoking the program with
|
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613
|
|
|
614 @smallexample
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615 C-u M-x send-pr
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|
616 @end smallexample
|
|
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617
|
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618 @noindent
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619 You are prompted for @var{site}.
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620
|
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|
621 @var{site} is also used to error-check the @samp{>Category:} field, as a
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622 precaution against sending mistaken information (and against sending
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|
623 information to the wrong site).
|
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624
|
|
|
625 You may also simply type
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626
|
|
|
627 @smallexample
|
|
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628 send-pr
|
|
|
629 @end smallexample
|
|
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630
|
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|
631 @noindent
|
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|
632 from the shell (or @w{@samp{M-x send-pr}} in Emacs), and the Problem
|
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|
633 Report you generate will be sent to the @var{site}, which is usually the
|
|
|
634 site from which you received your distribution of @w{@code{send-pr}}.
|
|
|
635 If you use @sc{gnats} at your own organization, the default is usually
|
|
|
636 your local address for reporting problems.
|
|
|
637
|
|
|
638 To change this, simply edit the file @file{Makefile} before installing
|
|
|
639 and change the line
|
|
|
640
|
|
|
641 @smallexample
|
|
|
642 GNATS_SITE = @var{site}
|
|
|
643 @end smallexample
|
|
|
644
|
|
|
645 @noindent
|
|
|
646 to reflect the site where you wish to send PRs by default.
|
|
|
647
|
|
|
648 @c ---------------------------------------------------------------
|
|
|
649 @node Index
|
|
|
650 @unnumbered Index
|
|
|
651
|
|
|
652 @printindex cp
|
|
|
653
|
|
|
654 @c ---------------------------------------------------------------
|
|
|
655 @contents
|
|
|
656 @bye
|
