658 lines
20 KiB
Plaintext
658 lines
20 KiB
Plaintext
\input texinfo @c -*-texinfo-*-
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@setfilename send-pr.info
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@settitle Reporting Problems Using send-pr
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@setchapternewpage odd
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@include version.texi
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@set SENDPR
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@ifinfo
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@format
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START-INFO-DIR-ENTRY
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* send-pr: (send-pr). Reporting problems--using send-pr
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END-INFO-DIR-ENTRY
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@end format
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@end ifinfo
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@ifinfo
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Copyright @copyright{} 1993, 1994 Free Software Foundation, Inc.
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Permission is granted to make and distribute verbatim copies of
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this manual provided the copyright notice and this permission notice
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are preserved on all copies.
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@ignore
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Permission is granted to process this file through TeX and print the
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results, provided the printed document carries a copying permission
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notice identical to this one except for the removal of this paragraph
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(this paragraph not being relevant to the printed manual).
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@end ignore
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Permission is granted to copy and distribute modified versions of this
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manual under the conditions for verbatim copying, provided also that
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the entire resulting derived work is distributed under the terms of a
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permission notice identical to this one.
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Permission is granted to copy and distribute translations of this manual
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into another language, under the above conditions for modified versions.
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@end ifinfo
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@titlepage
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@finalout
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@title Reporting Problems
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@subtitle Using @code{send-pr}, version @value{VERSION}
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@subtitle October 1993
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@author Jeffrey M. Osier
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@author Cygnus Support
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@page
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@vskip 0pt plus 1filll
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Copyright @copyright{} 1993, 1994 Free Software Foundation, Inc.
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Permission is granted to make and distribute verbatim copies of
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this manual provided the copyright notice and this permission notice
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are preserved on all copies.
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Permission is granted to copy and distribute modified versions of this
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manual under the conditions for verbatim copying, provided also that
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the entire resulting derived work is distributed under the terms of a
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permission notice identical to this one.
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Permission is granted to copy and distribute translations of this manual
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into another language, under the above conditions for modified versions.
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@end titlepage
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@c ---------------------------------------------------------------
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@node Top
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@top Overview
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@cindex foreword to @code{send-pr}
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@cindex overview to @code{send-pr}
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@cindex introduction to @code{send-pr}
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This manual documents @code{send-pr},
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@ifinfo
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version @value{VERSION},
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@end ifinfo
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which uses electronic mail to submit support questions and problem
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reports to a central Support Site. No body of work is perfect, and
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support organizations understand this; @code{send-pr} is designed to
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allow users who have problems to submit reports of these problems to
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sites responsible for supporting the products in question, in a defined
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form which can be read by an electronically managed database.
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@cindex GNATS
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@code{send-pr} is part of a suite of programs known collectively as
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@sc{gnats}, the @sc{gnu} Problem Report Management System. @sc{gnats}
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consists of several programs which, used in concert, formulate and
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partially administer a database of @dfn{Problem Reports}, or @dfn{PRs},
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at a central Support Site. A PR goes through several states in its
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lifetime; @sc{gnats} tracks the PR and all information associated with it
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through each state and finally acts as an archive for PRs which have
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been @dfn{closed}.
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Because @code{send-pr} exists as a shell (@file{/bin/sh}) script and as
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an Elisp file for use with @sc{gnu} Emacs, it can be used from any
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machine on your network which can run a shell script and/or Emacs.
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In general, you can use any editor and mailer to submit valid Problem
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Reports, as long as the format required by @sc{gnats} is preserved.
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@code{send-pr} automates the process, however, and ensures that certain
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fields necessary for automatic processing are present. @code{send-pr}
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is strongly recommended for all initial problem-oriented correspondence
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with your Support Site. The organization you submit Problem Reports to
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supplies an address to which further information can be sent; the person
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responsible for the category of the problem you report contacts you
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directly.
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@menu
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* send-pr in detail:: Details about send-pr and GNATS
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* Invoking send-pr:: Editing and sending PRs
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* An Example:: A working example
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* Installing send-pr:: Installing send-pr on your system
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* Index::
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@end menu
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@node send-pr in detail
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@chapter Details about send-pr and GNATS
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@cindex details about @code{send-pr}
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@cindex Problem Reports
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A @dfn{Problem Report} is a message that describes a problem you are
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having with a body of work. @code{send-pr} organizes this message into
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a form which can be understood and automatically processed by @sc{gnats},
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the @sc{gnu} Problem Report Management System. A Problem Report is
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organized into @dfn{fields} which contain data describing you, your
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organization, and the problem you are announcing (@pxref{Fields,,Problem
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Report format}). Problem Reports go through several defined states in
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their lifetimes, from @dfn{open} to @dfn{closed} (@pxref{States,,States
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of Problem Reports}).
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@menu
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* States:: States of Problem Reports
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* Fields:: Problem Report format
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@end menu
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@include states.texi
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@include fields.texi
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@node Invoking send-pr
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@chapter Editing and sending PRs
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@cindex editing and sending PRs
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@cindex sending PRs
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@cindex invoking send-pr
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@cindex using send-pr
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@cindex generating new PRs
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@include s-usage.texi
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@node An Example
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@chapter An Example
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@cindex an example
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@cindex example PR
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@cindex Cygnus Support
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@cindex GNU software support
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Cygnus Support in Mountain View, CA, uses @sc{gnats} and @code{send-pr}
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extensively for their support activities. As a support company, Cygnus
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finds problem tracking to be a crucial part of everyday business.
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Cygnus supports the @sc{gnu} compiling tools (including @sc{gnats} and
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@code{send-pr}) over several many platforms
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With each shipment of the Cygnus Support Developer's Kit, customers
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receive the latest version of @code{send-pr}, which contains an
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up-to-date listing of valid categories (values for the @code{>Category:}
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field). Using these tools, Cygnus' customers can communicate their
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problems to Cygnus effectively and receive automatic confirmation of
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receipt as well as notification of changes in the status of their
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reported problems. Much of Cygnus' support mechanism relies on
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electronic mail.
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As an example, let's pretend we're a customer of Cygnus Support, and
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that we're having a problem compiling some of our software using the
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@sc{gnu} C compiler, which Cygnus supports.
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Assume that we're getting an error in our @code{bifrabulator} program
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wherein the @samp{prestidigitation} routines don't match with the
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@samp{whatsitsname}. We've made sure we're following the rules of the
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program and checked the Release Notes from Cygnus and found that the bug
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isn't already known. In other words, we're pretty sure we've found a
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bug.
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@cindex Imaginary Software, Ltd.
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Our first step is to call @code{send-pr}. It really doesn't matter
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whether we use @code{send-pr} from the shell or from within Emacs.
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Indeed, if we use Emacs as a primary editor, calling @code{send-pr} from
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the shell is likely to start @code{send-pr} in an Emacs buffer anyway.
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So, since our company, @emph{Imaginary Software, Ltd.}, uses @sc{gnu}
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software extensively, we're pretty familiar with Emacs, so from within
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Emacs we type
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@smallexample
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M-x send-pr
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@end smallexample
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@noindent
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and we're greeted with the following screen:
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@cindex default PR template
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@cindex example of a default template
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@cindex blank PR template
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@cindex @code{bifrabulator}
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@cartouche
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@smallexample
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SEND-PR: -*- text -*-
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SEND-PR: Lines starting with `SEND-PR' will be removed
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SEND-PR: automatically as well as all comments (the text
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SEND-PR: below enclosed in `<' and `>').
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SEND-PR: Please consult the manual if you are not sure
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SEND-PR: how to fill out a problem report.
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SEND-PR:
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SEND-PR: Choose from the following categories:
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SEND-PR:
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SEND-PR: bfd binutils bison
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SEND-PR: byacc clib config cvs diff
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SEND-PR: doc emacs flex g++ gas
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SEND-PR: gcc gdb glob gprof grep
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SEND-PR: info ispell kerberos ld libg++
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SEND-PR: libiberty make makeinfo mas newlib
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SEND-PR: other patch rcs readline send-pr
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SEND-PR: test texindex texinfo texinfo.tex
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SEND-PR: bifrabulator <---@emph{note: this one is fake}
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SEND-PR:
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To: cygnus-bugs@@cygnus.com
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Subject:
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From: jeffrey@@imaginary.com
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Reply-To: jeffrey@@imaginary.com
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X-send-pr-version: send-pr @value{VERSION}
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>Submitter-Id: imaginary
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>Originator: Jeffrey Osier
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>Organization:
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Imaginary Software, Ltd.
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>Confidential: <[ no | yes ] (one line)>
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>Synopsis: <synopsis of the problem (one line)>
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>Severity: <[ non-critical | serious | critical ] (one line)>
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>Priority: <[ low | medium | high ] (one line)>
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>Category: <name of the product (one line)>
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>Class: <[sw-bug|doc-bug|change-request|support](oneline)>
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>Release: <release number or tag (one line)>
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>Environment:
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<machine, os, target, libraries (multiple lines)>
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System: SunOS imaginary.com 4.1.1 1 sun4
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Architecture: sun4
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>Description:
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<precise description of the problem (multiple lines)>
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>How-To-Repeat:
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<code/input/activities to reproduce (multiple lines)>
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>Fix:
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@iftex
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@hrule
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@end iftex
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-----Emacs: *send-pr* (send-pr Fill)----All------------------
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@iftex
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@hrule
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@end iftex
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>Category: other[]
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@end smallexample
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@end cartouche
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@page
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We know from past experience that we need to set certain information into
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each field, so we compile all the information we know about our problem.
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We have some sample code which we know should work, even though it
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doesn't, so we'll include that. Below is the completed PR; we send this
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using @kbd{C-c C-c}. (The comments have been truncated).
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@cindex completed Problem Report
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@cindex example of a completed PR
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@cartouche
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@smallexample
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SEND-PR: Lines starting with `SEND-PR' will be removed
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SEND-PR: automatically as well as all comments (the text
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SEND-PR: @dots{}
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SEND-PR:
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To: cygnus-bugs@@cygnus.com
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Subject: bifrabulator routines don't match
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From: jeffrey@@imaginary.com
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Reply-To: jeffrey@@imaginary.com
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X-send-pr-version: send-pr @value{VERSION}
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>Submitter-Id: imaginary
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>Originator: Jeffrey Osier
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>Organization:
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Imaginary Software, Ltd.
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>Confidential: no
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>Synopsis: bifrabulator routines don't match
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>Severity: serious
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>Priority: medium
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>Category: bifrabulator
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>Class: sw-bug
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>Release: progressive-930101
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>Environment:
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System: SunOS imaginary.com 4.1.1 1 sun4
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Architecture: sun4 (SPARC)
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>Description:
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the following code I fed into the bifrabulator came back
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with a strange error. apparently, the prestidigitation
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routine doesn't match with the whatsitsname in all cases.
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>How-To-Repeat:
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call the bifrabulator on the following code.
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@emph{code sample@dots{}}
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>Fix:
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@iftex
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@hrule
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@end iftex
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-----Emacs: *send-pr* (send-pr Fill)----All------------------
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@iftex
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@hrule
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@end iftex
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To send the problem report use: C-c C-c
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@end smallexample
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@end cartouche
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We type @kbd{C-c C-c}, and off it goes. Now, we depend on Cygnus
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Support to figure out the answer to our problem.
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Soon afterward, we get the following message from Cygnus:
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@smallexample
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@group
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From: gnats (GNATS management)
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Sender: gnats-admin
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Reply-To: hacker@@cygnus.com
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To: jeffrey@@imaginary.com
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Subject: Re: bifrabulator/1425: routines don't match
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Thank you very much for your problem report.
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It has the internal identification: g++/1425.
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The individual assigned to look at your bug is: hacker
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(F.B. Hacker)
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Category: bifrabulator
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Responsible: hacker
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Synopsis: bifrabulator routines don't match
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Arrival-Date: Sat Feb 30 03:12:55 1993
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@end group
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@end smallexample
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@noindent
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This is our receipt that the bug has been accepted and forwarded to the
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responsible party.
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@noindent
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A while later, we get the analysis:
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@smallexample
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@group
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To: jeffrey@@imaginary.com
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From: hacker@@cygnus.com
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Subject: Re: bifrabulator/1425: routines don't match
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Reply-To: hacker@@cygnus.com
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Got your message, Jeff. It seems that the bifrabulator was
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confusing the prestidigitation routines with the realitychecker
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when lexically parsing the whatsitsname.
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I'm working on robustisizing the bifrabulator now.
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How about lunch next week?
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--
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F.B. Hacker
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Cygnus Support, Mountain View, CA 415 903 1400
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#include <std-disclaimer.h>
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@end group
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@end smallexample
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@noindent
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About the same time, we get another message from Cygnus.
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@cindex state change example
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@cindex example of a state change
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@smallexample
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@group
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From: hacker@@cygnus.com
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To: jeffrey@@imaginary.com
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Subject: Re: bifrabulator/1425: doesn't match prestidig
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Reply-To: hacker@@cygnus.com
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`F.B. Hacker' changed the state to `analyzed'.
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State-Changed-From-To: open-analyzed
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State-Changed-By: hacker
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State-Changed-When: Fri Feb 31 1993 08:59:16 1993
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State-Changed-Why:
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figured out the problem, working on a patch this afternoon
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--
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F.B. Hacker
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Cygnus Support, Mountain View, CA 415 903 1400
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#include <std-disclaimer.h>
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@end group
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@end smallexample
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@noindent
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The bug has now been analyzed, and Cygnus is working on a solution.
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@noindent
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Sometime later, we get more mail from F.B.:
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@smallexample
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@group
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To: jeffrey@@imaginary.com
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From: hacker@@cygnus.com
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Subject: Re: bifrabulator/1425: routines don't match
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Reply-To: hacker@@cygnus.com
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There's a patch now that you can ftp over and check out.
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Hey, that joke you sent me was great! The one about the
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strings walking into a bar... my boss laughed for an hour!
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--
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F.B. Hacker
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Cygnus Support, Mountain View, CA 415 903 1400
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#include <std-disclaimer.h>
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@end group
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@end smallexample
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@sp 2
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@smallexample
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@group
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From: hacker@@cygnus.com
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To: jeffrey@@imaginary.com
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Subject: Re: bifrabulator/1425: doesn't match prestidig
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Reply-To: hacker@@cygnus.com
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`F.B. Hacker' changed the state to `feedback'.
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State-Changed-From-To: analyzed-feedback
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State-Changed-By: hacker
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State-Changed-When: Fri Feb 31 1993 23:43:16 1993
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State-Changed-Why:
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got the patch finished, notified Jeff at Imaginary Software
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--
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F.B. Hacker
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Cygnus Support, Mountain View, CA 415 903 1400
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#include <std-disclaimer.h>
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@end group
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@end smallexample
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@noindent
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The bug has gone into @dfn{feedback} status now, until we get the patch,
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install it and test it. When everything tests well, we can mail F.B.
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back and tell him the bug's been fixed, and he can change the state of
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the PR from @dfn{feedback} to @dfn{closed}.
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Following is a list of valid @samp{>Category:} entries that are
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supported by Cygnus.
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@menu
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* Valid Categories::
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@end menu
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@c FIXME - is this list up to date?
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@include categ.texi
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@node Installing send-pr
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@appendix Installing @code{send-pr} on your system
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@cindex installation
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If you receive @code{send-pr} as part of a larger software distribution,
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it probably gets installed when the full distribution is installed. If
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you are using @sc{gnats} at your site as well, you must decide where
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@code{send-pr} sends Problem Reports by default; see @ref{default site,,
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Setting a default @var{site}}.
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@menu
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* installation:: installing `send-pr' by itself
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* default site:: setting a default site
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@end menu
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@node installation
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@section Installing @code{send-pr} by itself
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@cindex installation procedure
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Install @code{send-pr} by following these steps (you may need
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@code{root} access in order to change the @file{aliases} file and to
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install @code{send-pr}):
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@itemize @bullet
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@item
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Unpack the distribution into a directory which we refer to as
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@var{srcdir}.
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@item
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Edit the file @file{Makefile} to reflect local conventions.
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Specifically, you should edit the variable @samp{prefix} to alter the
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installation location. The default is @file{/usr/local}. All files are
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installed under @samp{prefix} (see below).
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@item @emph{Run}
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@smallexample
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make all install [ info ] [ install-info ] [ clean ]
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@end smallexample
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@noindent
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The targets mean the following:
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@table @code
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@item all
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Builds @code{send-pr} and @code{install-sid}
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@item install
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Installs the following:
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@table @code
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@item install-sid
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@itemx send-pr
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into @file{@var{prefix}/bin}
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@item send-pr.1
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into @file{@var{prefix}/man/man1}
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@item @var{site}
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the list of valid @var{categories} for the Support Site from which you
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received @code{send-pr}, installed as
|
|
@w{@file{@var{prefix}/lib/gnats/@var{site}}}
|
|
|
|
@item send-pr.el
|
|
into @w{@file{@var{prefix}/lib/emacs/lisp}}@footnote{If your main Emacs
|
|
lisp repository is in a different directory from this, substitute that
|
|
directory for @w{@file{@var{prefix}/lib/emacs/lisp}}.}
|
|
@end table
|
|
|
|
@item info (@emph{optional})
|
|
Builds @file{send-pr.info} from @file{send-pr.texi}@*
|
|
@c FIXME - is this still true?
|
|
(@file{send-pr.info} is included with this distribution)
|
|
|
|
@item install-info (@emph{optional})
|
|
Installs @file{send-pr.info} into @w{@file{@var{prefix}/info}}
|
|
|
|
@item clean (@emph{optional})
|
|
Removes all intermediary build files that can be rebuilt from source
|
|
code
|
|
@end table
|
|
|
|
@item
|
|
Run
|
|
|
|
@smallexample
|
|
install-sid @var{your-sid}
|
|
@end smallexample
|
|
|
|
@noindent
|
|
where @var{your-sid} is the identification code you received with
|
|
@w{@code{send-pr}}. @code{send-pr} automatically inserts this value
|
|
into the template field @samp{>Submitter-Id:}. If you've downloaded
|
|
@code{send-pr} from the Net, use @samp{net} for this value.
|
|
|
|
@item
|
|
Place the following line in
|
|
@w{@file{@var{prefix}/lib/emacs/lisp/default.el}}, or instruct your
|
|
users to place the following line in their @file{.emacs} files:
|
|
|
|
@smallexample
|
|
(autoload 'send-pr "send-pr" "Submit a Problem Report." t)
|
|
@end smallexample
|
|
|
|
@item
|
|
Create a mail alias for the Support Site from which you received
|
|
@code{send-pr}, and for every site with which you wish to use
|
|
@code{send-pr} to communicate. Each alias must have a suffix of
|
|
@samp{-gnats}. The Support Site(s) will provide the correct addresses
|
|
where these aliases should point. For instance, edit your mail aliases
|
|
file to contain something like:
|
|
|
|
@smallexample
|
|
# support sites; for use with send-pr
|
|
cygnus-gnats: bugs@@cygnus.com # Cygnus Support
|
|
bumblebee-gnats: bumblebugs@@bumblebee.com # Bumblebee Inc.
|
|
mycompany-gnats: bugs@@my.company.com (@emph{if you use @sc{gnats} locally})
|
|
@end smallexample
|
|
|
|
@code{send-pr} automatically searches for these aliases when you type
|
|
|
|
@smallexample
|
|
send-pr cygnus
|
|
send-pr bumblebee
|
|
send-pr @var{site}@dots{}
|
|
@end smallexample
|
|
|
|
@noindent
|
|
@code{send-pr} also uses @var{site} to determine the categories of
|
|
problems accepted by the site in question by looking in
|
|
|
|
@smallexample
|
|
@var{prefix}/lib/gnats/@var{site}
|
|
@end smallexample
|
|
|
|
@end itemize
|
|
|
|
@node default site
|
|
@section Setting a default @var{site}
|
|
@cindex default @var{site}
|
|
@cindex setting a default @var{site}
|
|
|
|
@code{send-pr} is capable of sending Problem Reports to any number of
|
|
Support Sites, using mail aliases which have @samp{-gnats} appended them.
|
|
@code{send-pr} automatically appends the suffix, so that when you type
|
|
|
|
@smallexample
|
|
send-pr @var{site}
|
|
@end smallexample
|
|
|
|
@noindent
|
|
the Problem Report goes to the address noted in the @file{aliases} file
|
|
as @w{@samp{@var{site}-gnats}}. You can do this in the Emacs version of
|
|
@code{send-pr} by invoking the program with
|
|
|
|
@smallexample
|
|
C-u M-x send-pr
|
|
@end smallexample
|
|
|
|
@noindent
|
|
You are prompted for @var{site}.
|
|
|
|
@var{site} is also used to error-check the @samp{>Category:} field, as a
|
|
precaution against sending mistaken information (and against sending
|
|
information to the wrong site).
|
|
|
|
You may also simply type
|
|
|
|
@smallexample
|
|
send-pr
|
|
@end smallexample
|
|
|
|
@noindent
|
|
from the shell (or @w{@samp{M-x send-pr}} in Emacs), and the Problem
|
|
Report you generate will be sent to the @var{site}, which is usually the
|
|
site from which you received your distribution of @w{@code{send-pr}}.
|
|
If you use @sc{gnats} at your own organization, the default is usually
|
|
your local address for reporting problems.
|
|
|
|
To change this, simply edit the file @file{Makefile} before installing
|
|
and change the line
|
|
|
|
@smallexample
|
|
GNATS_SITE = @var{site}
|
|
@end smallexample
|
|
|
|
@noindent
|
|
to reflect the site where you wish to send PRs by default.
|
|
|
|
@c ---------------------------------------------------------------
|
|
@node Index
|
|
@unnumbered Index
|
|
|
|
@printindex cp
|
|
|
|
@c ---------------------------------------------------------------
|
|
@contents
|
|
@bye
|