GNATS makes this easy by automatically filing incoming problem reports into appropriate places, by notifying responsible parties of the existence of the problem and (optionally) sending an acknowledgement to the submitter that the report was received, and by making these Problem Reports accessible to queries and easily editable. GNATS is a database specialized for a specific task.
GNATS was designed for use at a Support Site that handles a high level of problem-related traffic though electronic mail. It maintains Problem Reports in the form of text files with defined fields. The location of the database, as well as the categories it accepts as valid, the maintainers for whom it provides service, and the submitters from whom it accepts Problem Reports, are all definable by the Support Site.
Each PR is a separate file within a main repository. Editing access to the database is regulated to maintain consistency, but anyone with electronic mail access may submit Problem Reports. To make queries on the database faster, an index is kept automatically.
We provide several software tools so that users may submit new Problem Reports, edit existing Problem Reports, and query the database.
At the Support Site, a GNATS administrator is charged with the duty of maintaining GNATS. These duties generally include configuring GNATS for the Support Site, editing PRs that GNATS cannot process, pruning log files, setting up new problem categories, backing up the database, and distributing send-pr so that others may submit Problem Reports.
Responsibility for a given Problem Report depends on the category of the problem. Optionally, an automated reminder can be sent to the responsible person if a problem report is neglected for a requisite time period.
GNATS does not have the ability to decipher random text, so any problem reports which arrive in a format GNATS does not recognize are placed in a separate directory pending investigation by the GNATS administrator.
Once a problem is recorded in the database, work can begin toward a solution. A problem's initial state is `open'. An acknowledgement is sent to the originator of the bug report (if that feature of GNATS is activated). GNATS forwards copies of the report to the party responsible for that problem category and to the person responsible for problems arriving from that Submitter Site.
When a problem has been identified, the maintainer can change its state to `analyzed', and then to `feedback' when a solution is found. Each time the state of a PR changes, the submitter of the problem report is notified of the reason for the change. If the party responsible for the PR changes, the previous responsible party and the new responsible party receive notice of the change. The change and reason are also recorded in the `>Audit-Trail:' field of the Problem Report.
When the originator of the Problem Report confirms that the solution works, the maintainer can change the state to `closed'. If the PR cannot be closed, the maintainer can change its state to `suspended' as a last resort.