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112
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1 @node Fields
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2 @section Problem Report format
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3 @cindex Problem Report format
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4 @cindex format
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5 @cindex database similarities
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6 @cindex fields
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7
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8 The format of a PR is designed to reflect the nature of @sc{gnats} as a
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9 database. Information is arranged into @dfn{fields}, and kept in
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10 individual records (Problem Reports).
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11
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12 Problem Report fields are denoted by a keyword which begins with
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13 @samp{>} and ends with @samp{:}, as in @samp{>Confidential:}. Fields
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14 belong to one of three data types:
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15
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16 @table @asis
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17 @cindex Problem Report data types
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18 @cindex @emph{Enumerated} data types
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19 @item @sc{Enumerated}
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20 One of a specific set of values, which vary according to the field. The
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21 value for each keyword must be on the same line as the keyword. These
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22 values are not configurable (yet).
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23
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24 @ifset SENDPR
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25 For each @sc{Enumerated} keyword, the possible choices are listed in the
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26 @code{send-pr} template as a comment.
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27 @end ifset
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28 The following fields are @sc{Enumerated} format; see the descriptions of
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29 fields below for explanations of each field in detail:
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30
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31 @smallexample
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32 @group
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33 >Confidential: >Severity: >Priority:
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34 >Class: >State: >Number:
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35 @end group
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36 @end smallexample
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37
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38 @cindex @emph{Text} data types
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39 @item @sc{Text}
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40 One single line of text which must begin and end on the same line (i.e.,
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41 before a newline) as the keyword. See the descriptions of fields below
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42 for explanations of each field in detail. The following fields are
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43 @sc{Text} format:
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44
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45 @smallexample
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46 @group
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47 >Submitter-Id: >Originator: >Synopsis:
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48 >Category: >Release: >Responsible:
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49 >Arrival-Date:
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50 @end group
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51 @end smallexample
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52
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53 @cindex @emph{MultiText} data types
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54 @item @sc{MultiText}
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55 Text of any length may occur in this field. @sc{MultiText} may span
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56 multiple lines and may also include blank lines. A @sc{MultiText} field
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57 ends only when another keyword appears. See the descriptions of fields
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58 below for explanations of each field in detail.
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59
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60 The following fields are @sc{MultiText} format:
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61
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62 @smallexample
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63 @group
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64 >Organization: >Environment: >Description:
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65 >How-To-Repeat: >Fix: >Audit-Trail:
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66 >Unformatted:
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67 @end group
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68 @end smallexample
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69
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70 @end table
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71
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72 A Problem Report contains two different types of fields: @dfn{Mail
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73 Header} fields, which are used by the mail handler for delivery, and
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74 @dfn{Problem Report} fields, which contain information relevant to the
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75 Problem Report and its submitter. A Problem Report is essentially a
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76 specially formatted electronic mail message.
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77
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78 @ifclear SENDPR
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79 @subheading Example Problem Report
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80 @end ifclear
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81
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82 The following is an example Problem Report. Mail headers are at the
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83 top, followed by @sc{gnats} fields, which begin with @samp{>} and end
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84 with @samp{:}. The @samp{Subject:} line in the mail header and the
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85 @samp{>Synopsis:} field are usually duplicates of each other.
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86
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87 @cindex sample Problem Report
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88 @cindex example Problem Report
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89 @cindex Problem Report template
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90 @cartouche
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91 @smallexample
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92 @group
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93 Message-Id: @var{message-id}
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94 Date: @var{date}
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95 From: @var{address}
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96 Reply-To: @var{address}
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97 To: @var{bug-address}
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98 Subject: @var{subject}
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99
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100 >Number: @var{gnats-id}
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101 >Category: @var{category}
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102 >Synopsis: @var{synopsis}
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103 >Confidential: yes @emph{or} no
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104 >Severity: critical, serious, @emph{or} non-critical
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105 >Priority: high, medium @emph{or} low
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106 >Responsible: @var{responsible}
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107 >State: open, analyzed, suspended, feedback, @emph{or} closed
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108 >Class: sw-bug, doc-bug, change-request, support,
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109 @ifset SENDPR
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110 @emph{or} duplicate
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111 @end ifset
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112 @ifclear SENDPR
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113 duplicate, @emph{or} mistaken
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114 @end ifclear
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115 >Submitter-Id: @var{submitter-id}
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116 >Arrival-Date: @var{date}
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117 >Originator: @var{name}
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118 >Organization: @var{organization}
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119 >Release: @var{release}
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120 >Environment:
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121 @var{environment}
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122 >Description:
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123 @var{description}
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124 >How-To-Repeat:
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125 @var{how-to-repeat}
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126 >Fix:
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127 @var{fix}
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128 >Audit-Trail:
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129 @var{appended-messages@dots{}}
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130 State-Changed-From-To: @var{from}-@var{to}
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131 State-Changed-When: @var{date}
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132 State-Changed-Why:
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133 @var{reason}
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134 Responsible-Changed-From-To: @var{from}-@var{to}
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135 Responsible-Changed-When: @var{date}
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136 Responsible-Changed-Why:
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137 @var{reason}
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138 >Unformatted:
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139 @var{miscellaneous}
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140 @end group
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141 @end smallexample
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142 @end cartouche
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143
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144 @menu
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145 * Mail header fields::
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146 * Problem Report fields::
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147 @end menu
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148
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149 @c ----------------------
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150 @node Mail header fields
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151 @subsection Mail header fields
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152 @cindex mail header fields
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153 @cindex Internet standard RFC-822
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154
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155 A Problem Report may contain any mail header field described in the
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156 Internet standard RFC-822. However, only the fields which identify the
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157 sender and the subject are required by @code{send-pr}:
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158
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159 @table @code
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160 @cindex @code{To:} header
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161 @item To:
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162 The preconfigured mail address for the Support Site where the PR is to
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163 be sent, automatically supplied by @code{send-pr}.
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164
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165 @cindex @code{Subject:} header
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166 @item Subject:
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167 A terse description of the problem. This field normally contains the
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168 same information as the @samp{>Synopsis:} field.
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169
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170 @cindex @code{From:} header
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171 @item From:
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172 Usually supplied automatically by the originator's mailer; should
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173 contain the originator's electronic mail address.
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174
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175 @cindex @code{Reply-To:} header
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176 @item Reply-To:
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177 A return address to which electronic replies can be sent; in most cases,
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178 the same address as the @code{From:} field.
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179 @end table
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180
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181 @ifclear SENDPR
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182 @cindex @code{Received-By:} headers
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183 One of the configurable options for @sc{gnats} is whether or not to
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184 retain @w{@samp{Received-By:}} headers, which often consume a lot of
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185 space and are not often used. @xref{Local configuration,,Changing your
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186 local configuration}.
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187 @end ifclear
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188
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189 @c ----------------------
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190 @node Problem Report fields
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191 @subsection Problem Report fields
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192 @cindex GNATS database fields
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193 @cindex field format
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194
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195 @c FIXME - this node is loooooooooooooooong...
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196
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197 @subheading Field descriptions
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198
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199 The following fields are present whenever a PR is submitted via the
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200 program @code{send-pr}. @sc{gnats} adds additional fields when the PR
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201 arrives at the Support Site; explanations of these follow this list.
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202
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203 @cindex fields - list
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204 @cindex GNATS fields - list
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205 @table @code
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206 @cindex @code{Submitter-Id} field
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207 @cindex @code{>Submitter-Id:}
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208 @item >Submitter-Id:
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209 (@sc{Text}) A unique identification code assigned by the Support Site.
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210 It is used to identify all Problem Reports coming from a particular
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211 site. (Submitters without a value for this field can invoke
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212 @code{send-pr} with the @samp{--request-id} option to apply for one from
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213 the support organization. Problem Reports from those not affiliated
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214 with the support organization should use the default value of @samp{net}
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215 for this field.)
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216
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217 @cindex @code{Originator} field
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218 @cindex @code{>Originator:}
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219 @item >Originator:
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220 (@sc{Text}) Originator's real name. The default is the value of the
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221 originator's environment variable @code{NAME}.
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222
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223 @cindex @code{>Organization:}
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224 @cindex @code{Organization} field
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225 @item >Organization:
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226 (@sc{MultiText}) The originator's organization. The default value is
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227 set with the variable @w{@code{DEFAULT_ORGANIZATION}} in the
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228 @ifclear SENDPR
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229 @file{config} file (@pxref{config,,The @code{config} file}).
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230 @end ifclear
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231 @ifset SENDPR
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232 @code{send-pr} shell script.
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233 @end ifset
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234
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235 @cindex @code{Confidential} field
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236 @cindex @code{>Confidential:}
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237 @cindex confidentiality in PRs
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238 @cindex PR confidentiality
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239 @item >Confidential:
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240 (@sc{Enumerated}) Use of this field depends on the originator's
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241 relationship with the support organization; contractual agreements often
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242 have provisions for preserving confidentiality. Conversely, a lack of a
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243 contract often means that any data provided will not be considered
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244 confidential. Submitters should be advised to contact the support
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245 organization directly if this is an issue.
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246
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247 If the originator's relationship to the support organization provides
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248 for confidentiality, then if the value of this field is @samp{yes} the
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249 support organization treats the PR as confidential; any code samples
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250 provided are not made publicly available (e.g., in regression test
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251 suites). The default value is @samp{yes}.
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252
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253 @cindex @code{Synopsis} field
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254 @cindex @code{>Synopsis:}
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255 @item >Synopsis:
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256 (@sc{Text}) One-line summary of the problem. @w{@code{send-pr}} copies
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257 this information to the @samp{Subject:} line when you submit a Problem
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258 Report.
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259
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260 @cindex @code{Severity} field
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261 @cindex @code{>Severity:}
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262 @item >Severity:
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263 (@sc{Enumerated}) The severity of the problem. Accepted values include:
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264
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265 @table @code
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266 @cindex @emph{critical} severity problems
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267 @item critical
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268 The product, component or concept is completely non-operational or some
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269 essential functionality is missing. No workaround is known.
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270
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271 @cindex @emph{serious} severity problems
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272 @item serious
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273 The product, component or concept is not working properly or significant
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274 functionality is missing. Problems that would otherwise be considered
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275 @samp{critical} are rated @samp{serious} when a workaround is known.
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276
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277 @cindex @emph{non-critical} severity problems
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278 @item non-critical
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279 The product, component or concept is working in general, but lacks
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280 features, has irritating behavior, does something wrong, or doesn't
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281 match its documentation.
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282 @end table
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283 @noindent
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284 The default value is @samp{serious}.
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285 @sp 1
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286
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287 @cindex @code{Priority} field
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288 @cindex @code{>Priority:}
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289 @item >Priority:
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290 (@sc{Enumerated}) How soon the originator requires a solution. Accepted
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291 values include:
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292
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293 @table @code
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294 @cindex @emph{high} priority problems
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295 @item high
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296 A solution is needed as soon as possible.
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297
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298 @cindex @emph{medium} priority problems
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299 @item medium
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300 The problem should be solved in the next release.
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301
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302 @cindex @emph{low} priority problems
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303 @item low
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304 The problem should be solved in a future release.
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305 @end table
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306 @noindent
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307 The default value is @samp{medium}.
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308 @sp 1
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309
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310 @cindex @code{Category} field
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311 @cindex @code{>Category:}
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312 @item >Category:
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313 (@sc{Text}) The name of the product, component or concept where
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314 the problem lies. The values for this field are defined by the Support
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315 Site.
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316 @ifclear SENDPR
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317 @xref{categories,,The @code{categories} file}, for details.
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318 @end ifclear
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319
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320 @cindex @code{Class} field
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321 @cindex @code{>Class:}
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322 @item >Class:
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323 (@sc{Enumerated}) The class of a problem can be one of the following:
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324
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325 @table @code
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326 @cindex @emph{sw-bug} class
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327 @item sw-bug
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328 A general product problem. (@samp{sw} stands for ``software''.)
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329
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330 @cindex @emph{doc-bug} class
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331 @item doc-bug
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332 A problem with the documentation.
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333
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334 @cindex @emph{change-request} class
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335 @item change-request
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336 A request for a change in behavior, etc.
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337
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338 @cindex @emph{support} class
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339 @item support
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340 A support problem or question.
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341
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342 @cindex @emph{duplicate} class
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343 @item duplicate (@var{pr-number})
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344 Duplicate PR. @var{pr-number} should be the number of the original PR.
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345
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346 @ifclear SENDPR
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347 @cindex @emph{mistaken} class
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348 @item mistaken
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349 No problem, user error or misunderstanding. This value is valid only at
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350 the Support Site.
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351 @end ifclear
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352 @end table
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353
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354 @noindent
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355 The default is @samp{sw-bug}.
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356 @sp 1
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357
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358 @cindex @code{Release} field
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359 @cindex @code{>Release:}
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360 @item >Release:
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361 (@sc{Text}) Release or version number of the product, component or
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362 concept.
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363
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364 @cindex @code{Environment} field
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365 @cindex @code{>Environment:}
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366 @item >Environment:
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367 (@sc{MultiText}) Description of the environment where the problem occured:
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368 machine architecture, operating system, host and target types,
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369 libraries, pathnames, etc.
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370
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371 @cindex @code{Description} field
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372 @cindex @code{>Description:}
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373 @item >Description:
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374 (@sc{MultiText}) Precise description of the problem.
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375
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376 @cindex @code{How-To-Repeat} field
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377 @cindex @code{>How-To-Repeat:}
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378 @item >How-To-Repeat:
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379 (@sc{MultiText}) Example code, input, or activities to reproduce the
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380 problem. The support organization uses example code both to reproduce
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381 the problem and to test whether the problem is fixed. Include all
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382 preconditions, inputs, outputs, conditions after the problem, and
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383 symptoms. Any additional important information should be included.
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384 Include all the details that would be necessary for someone else to
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385 recreate the problem reported, however obvious. Sometimes seemingly
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386 arbitrary or obvious information can point the way toward a solution.
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387 See also @ref{Helpful hints,,Helpful hints}.
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388
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389 @cindex @code{Fix} field
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390 @cindex @code{>Fix:}
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391 @item >Fix:
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392 (@sc{MultiText}) A description of a solution to the problem, or a patch
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393 which solves the problem. (This field is most often filled in at the
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394 Support Site; we provide it to the submitter in case she has solved the
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395 problem.)
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396
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397 @end table
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398
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399 @noindent
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400 @sc{gnats} adds the following fields when the PR arrives at the Support
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401 Site:
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402
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403 @table @code
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404 @cindex @code{Number} field
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405 @cindex @code{>Number:}
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406 @item >Number:
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407 (@sc{Enumerated}) The incremental identification number for this PR.
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408 @ifclear SENDPR
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409 This is included in the automated reply to the submitter (if that
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410 feature of @sc{gnats} is activated; @pxref{Local configuration,,Changing
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411 your local configuration}). It is also included in the copy of the PR
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412 that is sent to the maintainer.
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413 @end ifclear
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414
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415 The @samp{>Number:} field is often paired with the @samp{>Category:}
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416 field as
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417
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418 @smallexample
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419 @var{category}/@var{number}
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420 @end smallexample
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421
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422 @noindent
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423 in subsequent email messages. This is for historical reasons, as well
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424 as because Problem Reports are stored in subdirectories which are named
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425 by category.
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426
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427 @cindex @code{State} field
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428 @cindex @code{>State:}
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429 @item >State:
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430 (@sc{Enumerated}) The current state of the PR. Accepted values are:
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431
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432 @table @code
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433 @item open
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434 The PR has been filed and the responsible person notified.
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435
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436 @item analyzed
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437 The responsible person has analyzed the problem.
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438
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439 @item feedback
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440 The problem has been solved, and the originator has been given a patch
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441 or other fix.
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442
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443 @item closed
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444 The changes have been integrated, documented, and tested, and the
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445 originator has confirmed that the solution works.
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446
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447 @item suspended
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448 Work on the problem has been postponed.
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449 @end table
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450
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451 @noindent
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452 The initial state of a PR is @samp{open}. @xref{States,,States of
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453 Problem Reports}.
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454
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455 @cindex @code{Responsible} field
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456 @cindex @code{>Responsible:}
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457 @item >Responsible:
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458 (@sc{Text}) The person responsible for this category.
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459 @ifclear SENDPR
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460 @sc{gnats} retrieves this information from the @file{categories} file
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461 (@pxref{categories,,The @code{categories} file}).
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462 @end ifclear
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463
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464 @cindex @code{>Arrival-Date:}
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465 @cindex @code{Arrival-Date} field
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466 @item >Arrival-Date:
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467 (@sc{Text}) The time that this PR was received by @sc{gnats}. The date
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468 is provided automatically by @sc{gnats}.
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469
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470 @cindex @code{>Audit-Trail:}
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471 @cindex @code{Audit-Trail} field
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472 @item >Audit-Trail:
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473 (@sc{MultiText}) Tracks related electronic mail as well as changes in
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474 the @samp{>State:} and @samp{>Responsible:} fields with the sub-fields:
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475
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476 @table @code
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477 @cindex @code{State-Changed-<From>-<To>:} in @code{>Audit-Trail:}
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478 @item @w{State-Changed-<From>-<To>: @var{oldstate}>-<@var{newstate}}
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479 The old and new @samp{>State:} field values.
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480
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481 @cindex @code{Responsible-Changed-<From>-<To>:} in @code{>Audit-Trail:}
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482 @item @w{Responsible-Changed-<From>-<To>: @var{oldresp}>-<@var{newresp}}
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483 The old and new @samp{>Responsible:} field values.
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484
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485 @cindex @code{State-Changed-By:} in @code{>Audit-Trail:}
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486 @cindex @code{Responsible-Changed-By:} in @code{>Audit-Trail:}
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487 @item State-Changed-By: @var{name}
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488 @itemx Responsible-Changed-By: @var{name}
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489 The name of the maintainer who effected the change.
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490
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491 @cindex @code{State-Changed-When:} in @code{>Audit-Trail:}
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492 @cindex @code{Responsible-Changed-When:} in @code{>Audit-Trail:}
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493 @item State-Changed-When: @var{timestamp}
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494 @itemx Responsible-Changed-When: @var{timestamp}
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495 The time the change was made.
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496
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497 @cindex @code{State-Changed-Why:} in @code{>Audit-Trail:}
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498 @cindex @code{Responsible-Changed-Why:} in @code{>Audit-Trail:}
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499 @item State-Changed-Why: @var{reason@dots{}}
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500 @itemx Responsible-Changed-Why: @var{reason@dots{}}
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501 The reason for the change.
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502 @end table
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503
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504 @cindex subsequent mail
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505 @cindex other mail
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506 @cindex appending PRs
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507 @cindex saving related mail
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508 @cindex related mail
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509 @noindent
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510 The @samp{>Audit-Trail:} field also contains any mail messages received
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511 by @sc{gnats} related to this PR, in the order received.
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512
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513 @cindex @code{>Unformatted:}
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514 @cindex @code{Unformatted} field
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515 @item
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516 >Unformatted:
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517 (@sc{MultiText}) Any random text found outside the fields in the
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518 original Problem Report.
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519 @end table
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520
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