The Bugzilla Guide - 2.17.5 Development Release
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# Appendix A. The Bugzilla FAQ

This FAQ includes questions not covered elsewhere in the Guide.

1. General Questions
  A.1.1. What license is Bugzilla distributed under?
  A.1.2. How do I get commercial support for Bugzilla?
  A.1.3. What major companies or projects are currently using Bugzilla for bug-tracking?
  A.1.4. Who maintains Bugzilla?
  A.1.5. How does Bugzilla stack up against other bug-tracking databases?
  A.1.6. Why doesn't Bugzilla offer this or that feature or compatibility with this other tracking software?
  A.1.7. Why MySQL? I'm interested in seeing Bugzilla run on Oracle/Sybase/Msql/PostgreSQL/MSSQL.
  A.1.8. What is `/usr/bonsaitools/bin/perl`?
  A.1.9. My perl is not located at `/usr/bin/perl`, is there an easy way to change it everywhere it needs to be changed?
  A.1.10. Is there an easy way to change the Bugzilla cookie name?
2. Managerial Questions
  A.2.1. Is Bugzilla web-based, or do you have to have specific software or a specific operating system on your machine?
  A.2.2. Does Bugzilla allow us to define our own priorities and levels? Do we have complete freedom to change the labels of fields and format of them, and the choice of acceptable values?
  A.2.3. Does Bugzilla provide any reporting features, metrics, graphs, etc? You know, the type of stuff that management likes to see. :)
  A.2.4. Is there email notification and if so, what do you see when you get an email?
  A.2.5. Do users have to have any particular type of email application?
  A.2.6. Does Bugzilla allow data to be imported and exported? If I had outsiders write up a bug report using a MS Word bug template, could that template be imported into "matching" fields? If I wanted to take the results of a query and export that data to MS Excel, could I do that?
  A.2.7. Has anyone converted Bugzilla to another language to be used in other countries? Is it localizable?
  A.2.8. Can a user create and save reports? Can they do this in Word format? Excel format?
  A.2.9. Does Bugzilla provide record locking when there is simultaneous access to the same bug? Does the second person get a notice that the bug is in use or how are they notified?
  A.2.10. Are there any backup features provided?
  A.2.11. Can users be on the system while a backup is in progress?
  A.2.12. What type of human resources are needed to be on staff to install and maintain Bugzilla? Specifically, what type of skills does the person need to have? I need to find out if we were to go with Bugzilla, what types of individuals would we need to hire and how much would that cost vs buying an "out-of-the-box" solution?
  A.2.13. What time frame are we looking at if we decide to hire people to install and maintain the Bugzilla? Is this something that takes hours or weeks to install and a couple of hours per week to maintain and customize or is this a multi-week install process, plus a full time job for 1 person, 2 people, etc?
  A.2.14. Is there any licensing fee or other fees for using Bugzilla? Any out-of-pocket cost other than the bodies needed as identified above?
3. Bugzilla Security
  A.3.1. How do I completely disable MySQL security if it's giving me problems (I've followed the instructions in the installation section of this guide)?
  A.3.2. Are there any security problems with Bugzilla?
4. Bugzilla Email
  A.4.1. I have a user who doesn't want to receive any more email from Bugzilla. How do I stop it entirely for this user?
  A.4.2. I'm evaluating/testing Bugzilla, and don't want it to send email to anyone but me. How do I do it?
  A.4.3. I want whineatnews.pl to whine at something other than new and reopened bugs. How do I do it?
  A.4.4. How do I set up the email interface to submit/change bugs via email?
  A.4.5. Email takes FOREVER to reach me from Bugzilla -- it's extremely slow. What gives?
  A.4.6. How come email from Bugzilla changes never reaches me?
5. Bugzilla Database
  A.5.1. I've heard Bugzilla can be used with Oracle?
  A.5.2. I think my database might be corrupted, or contain invalid entries. What do I do?
  A.5.3. I want to manually edit some entries in my database. How?
  A.5.4. I think I've set up MySQL permissions correctly, but Bugzilla still can't connect.
  A.5.5. How do I synchronize bug information among multiple different Bugzilla databases?
6. Bugzilla and Win32
  A.6.1. What is the easiest way to run Bugzilla on Win32 (Win98+/NT/2K)?
  A.6.2. Is there a "Bundle::Bugzilla" equivalent for Win32?
  A.6.3. CGI's are failing with a "something.cgi is not a valid Windows NT application" error. Why?
  A.6.4. I'm having trouble with the perl modules for NT not being able to talk to to the database.
7. Bugzilla Usage
  A.7.1. How do I change my user name (email address) in Bugzilla?
  A.7.2. The query page is very confusing. Isn't there a simpler way to query?
  A.7.3. I'm confused by the behavior of the "accept" button in the Show Bug form. Why doesn't it assign the bug to me when I accept it?
  A.7.4. I can't upload anything into the database via the "Create Attachment" link. What am I doing wrong?
  A.7.5. How do I change a keyword in Bugzilla, once some bugs are using it?
  A.7.6. Why can't I close bugs from the "Change Several Bugs at Once" page?
8. Bugzilla Hacking
  A.8.1. What kind of style should I use for templatization?
  A.8.2. What bugs are in Bugzilla right now?
  A.8.3. How can I change the default priority to a null value? For instance, have the default priority be "---" instead of "P2"?
  A.8.4. What's the best way to submit patches? What guidelines should I follow?

### 1. General Questions

A.1.1. What license is Bugzilla distributed under?

Bugzilla is covered by the Mozilla Public License. See details at http://www.mozilla.org/MPL/.

A.1.2. How do I get commercial support for Bugzilla?

http://bugzilla.org/consulting.html is a list of people and companies who have asked us to list them as consultants for Bugzilla.

There are several experienced Bugzilla hackers on the mailing list/newsgroup who are willing to make themselves available for generous compensation. Try sending a message to the mailing list asking for a volunteer.

A.1.3. What major companies or projects are currently using Bugzilla for bug-tracking?

There are dozens of major companies with public Bugzilla sites to track bugs in their products. We have a fairly complete list available on our website at http://bugzilla.org/installation-list/. If you have an installation of Bugzilla and would like to be added to the list, whether it's a public install or not, simply e-mail Gerv `<gerv@mozilla.org>`.

A.1.4. Who maintains Bugzilla?

A core team, led by Dave Miller (justdave@bugzilla.org).

A.1.5. How does Bugzilla stack up against other bug-tracking databases?

We can't find any head-to-head comparisons of Bugzilla against other defect-tracking software. If you know of one, please get in touch. However, from the author's personal experience with other bug-trackers, Bugzilla offers superior performance on commodity hardware, better price (free!), more developer- friendly features (such as stored queries, email integration, and platform independence), improved scalability, open source code, greater flexibility, and superior ease-of-use.

If you happen to be a commercial bug-tracker vendor, please step forward with a list of advantages your product has over Bugzilla. We'd be happy to include it in the "Competitors" section.

A.1.6. Why doesn't Bugzilla offer this or that feature or compatibility with this other tracking software?

It may be that the support has not been built yet, or that you have not yet found it. Bugzilla is making tremendous strides in usability, customizability, scalability, and user interface. It is widely considered the most complete and popular open-source bug-tracking software in existence.

That doesn't mean it can't use improvement! You can help the project along by either hacking a patch yourself that supports the functionality you require, or else submitting a "Request for Enhancement" (RFE) using the bug submission interface at bugzilla.mozilla.org.

A.1.7. Why MySQL? I'm interested in seeing Bugzilla run on Oracle/Sybase/Msql/PostgreSQL/MSSQL.

MySQL was originally chosen because it is free, easy to install, and was available for the hardware Netscape intended to run it on.

There is currently work in progress to make Bugzilla work on PostgreSQL and Sybase in the default distribution. You can track the progress of these initiatives in bug 98304 and bug 173130 respectively.

Once both of these are done, adding support for additional database servers should be trivial.

A.1.8. What is `/usr/bonsaitools/bin/perl`?

Bugzilla used to have the path to perl on the shebang line set to `/usr/bonsaitools/bin/perl` because when Terry first started writing the code for mozilla.org he needed a version of Perl and other tools that were completely under his control. This location was abandoned for the 2.18 release in favor of the more sensible `/usr/bin/perl`. If you installed an older verion of Bugzilla and created the symlink we suggested, you can remove it now (provided that you don't have anything else, such as Bonsai, using it and you don't intend to reinstall an older version of Bugzilla).

A.1.9. My perl is not located at `/usr/bin/perl`, is there an easy way to change it everywhere it needs to be changed?

Yes, the following bit of perl magic will change all the shebang lines. Be sure to change `/usr/local/bin/perl` to your path to the perl binary.

    perl -pi -e 's@#\!/usr/bin/perl@#\!/usr/local/bin/perl@' *cgi *pl

A.1.10. Is there an easy way to change the Bugzilla cookie name?

At present, no.

### 2. Managerial Questions

A.2.1. Is Bugzilla web-based, or do you have to have specific software or a specific operating system on your machine?

It is web and e-mail based.

A.2.2. Does Bugzilla allow us to define our own priorities and levels? Do we have complete freedom to change the labels of fields and format of them, and the choice of acceptable values?

Yes. However, modifying some fields, notably those related to bug progression states, also require adjusting the program logic to compensate for the change.

There is no GUI for adding fields to Bugzilla at this time. You can follow development of this feature in bug 91037

A.2.3. Does Bugzilla provide any reporting features, metrics, graphs, etc? You know, the type of stuff that management likes to see. :)

Yes. Look at http://bugzilla.mozilla.org/report.cgi for samples of what Bugzilla can do in reporting and graphing.

If you can not get the reports you want from the included reporting scripts, it is possible to hook up a professional reporting package such as Crystal Reports using ODBC. If you choose to do this, beware that giving direct access to the database does contain some security implications. Even if you give read-only access to the bugs database it will bypass the secure bugs features of Bugzilla.

A.2.4. Is there email notification and if so, what do you see when you get an email?

Email notification is user-configurable. By default, the bug id and summary of the bug report accompany each email notification, along with a list of the changes made.

A.2.5. Do users have to have any particular type of email application?

Bugzilla email is sent in plain text, the most compatible mail format on the planet.

| If you decide to use the bugzilla_email integration features to allow Bugzilla to record responses to mail with the associated bug, you may need to caution your users to set their mailer to "respond to messages in the format in which they were sent". For security reasons Bugzilla ignores HTML tags in comments, and if a user sends HTML-based email into Bugzilla the resulting comment looks downright awful.

A.2.6. Does Bugzilla allow data to be imported and exported? If I had outsiders write up a bug report using a MS Word bug template, could that template be imported into "matching" fields? If I wanted to take the results of a query and export that data to MS Excel, could I do that?

Bugzilla can output buglists as HTML (the default), CSV or RDF. The link for CSV can be found at the bottom of the buglist in HTML format. This CSV format can easily be imported into MS Excel or other spreadsheet applications.

To use the RDF format of the buglist it is necessary to append a `&ctype=rdf` to the URL. RDF is meant to be machine readable and thus it is assumed that the URL would be generated programatically so there is no user visible link to this format.

Currently the only script included with Bugzilla that can import data is `importxml.pl` which is intended to be used for importing the data generated by the XML ctype of `show_bug.cgi` in association with bug moving. Any other use is left as an exercise for the user.

There are also scripts included in the `contrib/` directory for using e-mail to import information into Bugzilla, but these scripts are not currently supported and included for educational purposes.

A.2.7. Has anyone converted Bugzilla to another language to be used in other countries? Is it localizable?

Yes. For more information including available translated templates, see http://www.bugzilla.org/download.html#localizations. The admin interfaces are still not included in these translated templates and is therefore still English only. Also, there may be issues with the charset not being declared. See bug 126226 for more information.

A.2.8. Can a user create and save reports? Can they do this in Word format? Excel format?

Yes. No. Yes (using the CSV format).

A.2.9. Does Bugzilla provide record locking when there is simultaneous access to the same bug? Does the second person get a notice that the bug is in use or how are they notified?

Bugzilla does not lock records. It provides mid-air collision detection, and offers the offending user a choice of options to deal with the conflict.

A.2.10. Are there any backup features provided?

MySQL, the database back-end for Bugzilla, allows hot-backup of data. You can find strategies for dealing with backup considerations at http://www.mysql.com/doc/B/a/Backup.html.

A.2.11. Can users be on the system while a backup is in progress?

Yes. However, commits to the database must wait until the tables are unlocked. Bugzilla databases are typically very small, and backups routinely take less than a minute.

A.2.12. What type of human resources are needed to be on staff to install and maintain Bugzilla? Specifically, what type of skills does the person need to have? I need to find out if we were to go with Bugzilla, what types of individuals would we need to hire and how much would that cost vs buying an "out-of-the-box" solution?

If Bugzilla is set up correctly from the start, continuing maintenance needs are minimal and can be done easily using the web interface.

Commercial Bug-tracking software typically costs somewhere upwards of $20,000 or more for 5-10 floating licenses. Bugzilla consultation is available from skilled members of the newsgroup. Simple questions are answered there and then.

A.2.13. What time frame are we looking at if we decide to hire people to install and maintain the Bugzilla? Is this something that takes hours or weeks to install and a couple of hours per week to maintain and customize or is this a multi-week install process, plus a full time job for 1 person, 2 people, etc?

It all depends on your level of commitment. Someone with much Bugzilla experience can get you up and running in less than a day, and your Bugzilla install can run untended for years. If your Bugzilla strategy is critical to your business workflow, hire somebody with reasonable UNIX or Perl skills to handle your process management and bug-tracking maintenance & customization.

A.2.14. Is there any licensing fee or other fees for using Bugzilla? Any out-of-pocket cost other than the bodies needed as identified above?

No. MySQL asks, if you find their product valuable, that you purchase a support contract from them that suits your needs.

### 3. Bugzilla Security

A.3.1. How do I completely disable MySQL security if it's giving me problems (I've followed the instructions in the installation section of this guide)?

Run MySQL like this: "mysqld --skip-grant-tables". Please remember this makes MySQL as secure as taping a $100 to the floor of a football stadium bathroom for safekeeping.

A.3.2. Are there any security problems with Bugzilla?

The Bugzilla code has undergone a reasonably complete security audit, and user-facing CGIs run under Perl's taint mode. However, it is recommended that you closely examine permissions on your Bugzilla installation, and follow the recommended security guidelines found in The Bugzilla Guide.

### 4. Bugzilla Email

A.4.1. I have a user who doesn't want to receive any more email from Bugzilla. How do I stop it entirely for this user?

The user should be able to set this in user email preferences (uncheck all boxes) or you can add their email address to the `data/nomail` file.

A.4.2. I'm evaluating/testing Bugzilla, and don't want it to send email to anyone but me. How do I do it?

Edit the "newchangedmail" Param. Replace "To:" with "X-Real-To:", replace "Cc:" with "X-Real-CC:", and add a "To: <youremailaddress>".

A.4.3. I want whineatnews.pl to whine at something other than new and reopened bugs. How do I do it?

Try Klaas Freitag's excellent patch for "whineatassigned" functionality. You can find it in bug 6679. This patch is against an older version of Bugzilla, so you must apply the diffs manually.

A.4.4. How do I set up the email interface to submit/change bugs via email?

You can find an updated README.mailif file in the contrib/ directory of your Bugzilla distribution that walks you through the setup.

A.4.5. Email takes FOREVER to reach me from Bugzilla -- it's extremely slow. What gives?

If you are using sendmail, try enabling `sendmailnow` in `editparams.cgi`.

If you are using an alternate MTA, make sure the options given in `Bugzilla/BugMail.pm` and any other place where sendmail is called from are correct for your MTA. You should also ensure that the `sendmailnow` param is set to `on`.

A.4.6. How come email from Bugzilla changes never reaches me?

Double-check that you have not turned off email in your user preferences. Confirm that Bugzilla is able to send email by visiting the "Log In" link of your Bugzilla installation and clicking the "Email me a password" button after entering your email address.

If you never receive mail from Bugzilla, chances are you do not have sendmail in "/usr/lib/sendmail". Ensure sendmail lives in, or is symlinked to, "/usr/lib/sendmail".

### 5. Bugzilla Database

A.5.1. I've heard Bugzilla can be used with Oracle?

Red Hat's old version of Bugzilla (based on 2.8) worked on Oracle, but it is now so old as to be obsolete, and is totally unsupported. Red Hat's newer version (based on 2.17.1 and soon to be merged into the main distribution) runs on PostgreSQL. At this time we know of no recent ports of Bugzilla to Oracle; to be honest, Bugzilla doesn't need what Oracle offers.

A.5.2. I think my database might be corrupted, or contain invalid entries. What do I do?

Run the "sanity check" utility (`sanitycheck.cgi`) from your web browser to see! If it finishes without errors, you're probably OK. If it doesn't come back OK (i.e. any red letters), there are certain things Bugzilla can recover from and certain things it can't. If it can't auto-recover, I hope you're familiar with mysqladmin commands or have installed another way to manage your database. Sanity Check, although it is a good basic check on your database integrity, by no means is a substitute for competent database administration and avoiding deletion of data. It is not exhaustive, and was created to do a basic check for the most common problems in Bugzilla databases.

A.5.3. I want to manually edit some entries in my database. How?

There is no facility in Bugzilla itself to do this. It's also generally not a smart thing to do if you don't know exactly what you're doing. However, if you understand SQL you can use the mysql command line utility to manually insert, delete and modify table information. There are also more intuitive GUI clients available. Personal favorites of the Bugzilla team are phpMyAdmin and MySQL Control Center.

A.5.4. I think I've set up MySQL permissions correctly, but Bugzilla still can't connect.

Try running MySQL from its binary: "mysqld --skip-grant-tables". This will allow you to completely rule out grant tables as the cause of your frustration. If this Bugzilla is able to connect at this point then you need to check that you have granted proper permission to the user password combo defined in `localconfig`.

| Running MySQL with this command line option is very insecure and should only be done when not connected to the external network as a troubleshooting step.

A.5.5. How do I synchronize bug information among multiple different Bugzilla databases?

Well, you can synchronize or you can move bugs. Synchronization will only work one way -- you can create a read-only copy of the database at one site, and have it regularly updated at intervals from the main database.

MySQL has some synchronization features builtin to the latest releases. It would be great if someone looked into the possibilities there and provided a report to the newsgroup on how to effectively synchronize two Bugzilla installations.

If you simply need to transfer bugs from one Bugzilla to another, checkout the "move.pl" script in the Bugzilla distribution.

### 6. Bugzilla and Win32

A.6.1. What is the easiest way to run Bugzilla on Win32 (Win98+/NT/2K)?

Remove Windows. Install Linux. Install Bugzilla. The boss will never know the difference.

A.6.2. Is there a "Bundle::Bugzilla" equivalent for Win32?

Not currently. Bundle::Bugzilla enormously simplifies Bugzilla installation on UNIX systems. If someone can volunteer to create a suitable PPM bundle for Win32, it would be appreciated.

A.6.3. CGI's are failing with a "something.cgi is not a valid Windows NT application" error. Why?

Depending on what Web server you are using, you will have to configure the Web server to treat *.cgi files as CGI scripts. In IIS, you do this by adding *.cgi to the App Mappings with the <path>\perl.exe %s %s as the executable.

Microsoft has some advice on this matter, as well:

> "Set application mappings. In the ISM, map the extension for the script file(s) to the executable for the script interpreter. For example, you might map the extension .py to Python.exe, the executable for the Python script interpreter. Note For the ActiveState Perl script interpreter, the extension .pl is associated with PerlIS.dll by default. If you want to change the association of .pl to perl.exe, you need to change the application mapping. In the mapping, you must add two percent (%) characters to the end of the pathname for perl.exe, as shown in this example: c:\perl\bin\perl.exe %s %s"

A.6.4. I'm having trouble with the perl modules for NT not being able to talk to to the database.

Your modules may be outdated or inaccurate. Try:

1. Hitting http://www.activestate.com/ActivePerl

2. Download ActivePerl

3. Go to your prompt

4. Type 'ppm'

5. `PPM>` install DBI DBD-mysql GD

I reckon TimeDate and Data::Dumper come with the activeperl. You can check the ActiveState site for packages for installation through PPM. http://www.activestate.com/Packages/.

### 7. Bugzilla Usage

A.7.1. How do I change my user name (email address) in Bugzilla?

New in 2.16 - go to the Account section of the Preferences. You will be emailed at both addresses for confirmation.

A.7.2. The query page is very confusing. Isn't there a simpler way to query?

The interface was simplified by a UI designer for 2.16. Further suggestions for improvement are welcome, but we won't sacrifice power for simplicity.

A.7.3. I'm confused by the behavior of the "accept" button in the Show Bug form. Why doesn't it assign the bug to me when I accept it?

The current behavior is acceptable to bugzilla.mozilla.org and most users. You have your choice of patches to change this behavior, however.

Add a "and accept bug" radio button
"Accept" button automatically assigns to you

Note that these patches are somewhat dated. You will need to apply them manually.

A.7.4. I can't upload anything into the database via the "Create Attachment" link. What am I doing wrong?

The most likely cause is a very old browser or a browser that is incompatible with file upload via POST. Download the latest Netscape, Microsoft, or Mozilla browser to handle uploads correctly.

A.7.5. How do I change a keyword in Bugzilla, once some bugs are using it?

In the Bugzilla administrator UI, edit the keyword and it will let you replace the old keyword name with a new one. This will cause a problem with the keyword cache. Run sanitycheck.cgi to fix it.

A.7.6. Why can't I close bugs from the "Change Several Bugs at Once" page?

The logic flow currently used is RESOLVED, then VERIFIED, then CLOSED. You can mass-CLOSE bugs from the change several bugs at once page. but, every bug listed on the page has to be in VERIFIED state before the control to do it will show up on the form. You can also mass-VERIFY, but every bug listed has to be RESOLVED in order for the control to show up on the form. The logic behind this is that if you pick one of the bugs that's not VERIFIED and try to CLOSE it, the bug change will fail miserably (thus killing any changes in the list after it while doing the bulk change) so it doesn't even give you the choice.

### 8. Bugzilla Hacking

A.8.1. What kind of style should I use for templatization?

Gerv and Myk suggest a 2-space indent, with embedded code sections on their own line, in line with outer tags. Like this:

    <fred>
    [% IF foo %]
      <bar>
      [% FOREACH x = barney %]
        <tr>
          <td>
            [% x %]
          </td>
        <tr>
      [% END %]
    [% END %]
    </fred>

Myk also recommends you turn on PRE_CHOMP in the template initialization to prevent bloating of HTML with unnecessary whitespace.

Please note that many have differing opinions on this subject, and the existing templates in Bugzilla espouse both this and a 4-space style. Either is acceptable; the above is preferred.

A.8.2. What bugs are in Bugzilla right now?

Try this link to view current bugs or requests for enhancement for Bugzilla.

You can view bugs marked for 2.18 release here. This list includes bugs for the 2.18 release that have already been fixed and checked into CVS. Please consult the Bugzilla Project Page for details on how to check current sources out of CVS so you can have these bug fixes early!

A.8.3. How can I change the default priority to a null value? For instance, have the default priority be "---" instead of "P2"?

This is well-documented in bug 49862. Ultimately, it's as easy as adding the "---" priority field to your localconfig file in the appropriate area, re-running checksetup.pl, and then changing the default priority in your browser using "editparams.cgi".

A.8.4. What's the best way to submit patches? What guidelines should I follow?

1. Enter a bug into bugzilla.mozilla.org for the "Bugzilla" product.

2. Upload your patch as a unified diff (having used "diff -u" against the current sources checked out of CVS), or new source file by clicking "Create a new attachment" link on the bug page you've just created, and include any descriptions of database changes you may make, into the bug ID you submitted in step #1. Be sure and click the "Patch" checkbox to indicate the text you are sending is a patch!

3. Announce your patch and the associated URL (http://bugzilla.mozilla.org/show_bug.cgi?id=XXXXXX) for discussion in the newsgroup (netscape.public.mozilla.webtools). You'll get a really good, fairly immediate reaction to the implications of your patch, which will also give us an idea how well-received the change would be.

4. If it passes muster with minimal modification, the person to whom the bug is assigned in Bugzilla is responsible for seeing the patch is checked into CVS.

5. Bask in the glory of the fact that you helped write the most successful open-source bug-tracking software on the planet :)

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