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toby
Community Participant

What is the best place for developers to report bugs?

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In the process of developing our LTI applications and our Canvas API library for Java, we have run into what I think are pretty clear and reproducible bugs in Canvas. I have opened a total of 11 issues on GitHub and we have brought a couple of them to the attention of our customer success representative but I have yet to get a single comment on 9 of them. The oldest one just turned 1 year old a week ago.

GitHub issues are being monitored by Instructure but it seems like only by customer support people who take care of operational issues that aren't actually bugs in Canvas code. It feels like nothing is getting past this level to the engineering teams. Which makes me think that GitHub issues might not be the right place to report such bugs. Or should I be putting more pressure on our customer success representative? I don't think I've pinged him in a couple of months.

I am also in the Canvas IRC channel and usually mention there when I open a new issue but there isn't usually much traffic in there either.

So how do developers best get through to their Instructure counterparts with bug reports?

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Robbie_Grant
Community Coach
Community Coach

 @toby ,

I would recommend clicking on Help > Report a Problem form inside of Canvas.  These go directly to Instructure Support and my get answered a little quicker.  Also, have you looked at https://community.canvaslms.com/groups/admins?sr=search&searchId=417389a5-e331-4cc7-b71d-4b824c2fd0e...‌ or https://community.canvaslms.com/groups/canvas-developers?sr=search&searchId=5154aac7-a683-45b1-9d55-...‌?

Robbie

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Robbie_Grant
Community Coach
Community Coach

 @toby ,

I would recommend clicking on Help > Report a Problem form inside of Canvas.  These go directly to Instructure Support and my get answered a little quicker.  Also, have you looked at https://community.canvaslms.com/groups/admins?sr=search&searchId=417389a5-e331-4cc7-b71d-4b824c2fd0e...‌ or https://community.canvaslms.com/groups/canvas-developers?sr=search&searchId=5154aac7-a683-45b1-9d55-...‌?

Robbie

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toby
Community Participant

I just opened another issue on GitHub today and tried using the "Report a Problem" link so we'll see if that helps.

I have been active in the Canvas Developers community from time to time but there again, it is mostly people asking questions about how to use the API or customize Canvas and needing advice. There is no good option to report a bug in Canvas code.

kona
Community Coach
Community Coach

I know when our programmer runs into bugs in the Canvas code he'll submit a Help ticket to Canvas Support and we'll escalate it for him. That way the bug is documented, we're sure to get a response (of some type) from Canvas Support, and if they fix or address the issue we'll get an email notifying us about it.

toby
Community Participant

After talking with our success manager some more, this does indeed appear to be the best answer. It seems odd to me for an open source project on GitHub to essentially ignore issues opened there. However I did finally get into a good conversation with a Canvas dev on IRC and they agreed that it wasn't ideal but they just don't have a process to triage and prioritize GitHub issues coming in. The way things get onto their list of things to prioritize is through support tickets.

I think I will keep opening GitHub issues for things I find because it is a good way to make problems searchable by other people who might run into them and using markdown can be useful in reporting technical issues with code blocks and such. But I will also speak to our local Canvas support person to submit tickets about the issues to get them into engineering.