Bug tracker will not create tickets when number of crashes setting > 1

[dj-dev]

What App Center service does this affect?
Bug tracker

Describe the bug
The bug tracker does not create tickets if the 'Number of crashes' setting is > 1.

To Reproduce
Steps to reproduce the behavior:

1. Go to Target App > Settings > Services > Bug tracker
2. Click on Configure (in our case, we already have the bug tracker integrated with Jira)
3. Set 'Number of crashes' to any number > 1. In our test we used 10.
4. Wait for number of crashes in any crash group in target app to go above 10
5. Observe in connected bug tracker (i.e. Jira) that no crash tickets have been created (we waited 1 day and still no tickets)

Note: We initially tested the above steps with number of crashes set to 1 and verified that Jira crash tickets were correctly created. It stopped working when we set the 'Number of crashes' setting > 1.

Expected behavior
Bug tickets should be created in connected bug tracker service (i.e. Jira) when number of crashes goes above the 'Number of crashes' setting, assuming this setting is > 1.

Screenshots

Desktop (please complete the following information):

• OS: Windows
• Browser Chrome
• 76.0.3809.100

Additional context
It appears this is a known issue, comment from App Center support (Yoan):

Hello,
When the crash threshold is anything but 1, we currently do not create issues. This is a known issue in our bugtracker integration.

We are tracking this issue in our backlog but not on GitHub yet.
You are more than welcome to create an issue here:

[amchew]

Hi @dj-dev, thanks for letting us know! This is a known bug and we've investigating the cost and work to do now. Will keep you updated.

[dj-dev]

Thanks @amchew . We are very keen to have this fixed since the bug tracker is not working at all for us currently. We do not want crash tickets created for edge cases, so we can't use the bug tracker with the threshold set at 1.

[dj-dev]

Today we noticed many bug tickets being created across our apps. Our first thought was the "Number of crashes" setting had been fixed. But after checking the App Center console, we notice this setting has been completely removed:

Why has this setting been removed? This is now causing a MAJOR issue since we have many apps and are getting many bug tickets created when there is only one instance of a crash. Many of these crashes are edge cases that don't need a crash ticket.

[amchew]

Hi @dj-dev,

Apologies for the late reply. We've investigated the bug and recently removed the bug tracker threshold feature that allowed you to set the minimum number of crashes in a crash group before a ticket is created. I hear your feedback, and will keep it in mind. Unfortunately we've no ETA when this feature will be brought back.
​
One or more of your apps were using this feature and we’ve already modified your bug tracker settings so no action is required by you at this time. With the new bug tracker settings, a ticket will be created when one crash occurs in a crash group instead of your previous set minimum number of crashes.

We know this update impacts your app and apologize for any inconvenience. Please feel free to reach out if you have any questions or feedback.

Thank you!
Amanda

[dj-dev]

Hi @amchew,

I'm currently one hour into manually creating bug tickets and have many more to go. The lack of the crash threshold feature or manual bug creation feature (#902) is a MAJOR problem. We are losing hours worth of time as a result of App Center not supporting a usable bug tracker. This really should have been completed before users were forced to migrate from HockeyApp. See all of the comments on issue 902 related to this.

I suspect a decision was made that the bug tracker with a threshold at 1 is good enough for now. For any commercial app it's completely useless since the bug tracker will flood Jira with tickets for edge case crashes. This is what happened in our case and we had to urgently go into the App Center settings and disable the auto bug tracker for all of our apps (we have many).

I'm struggling to comprehend why enabling the bug tracker threshold setting is so much work? It seems this would be much quicker to implement than the full UI for manually creating bug tickets as per issue #902.

Please reply and give us an idea if it's likely the threshold limit feature for this ticket, or the manual bug tracker (#902) will be implemented within the next 3 months? If not we will have to consider moving away from AppCenter to an alternative CI with a fully functioning bug tracker such as bitrise.

Thanks

[dsakilesh]

Hi @amchew,

We have issue where the AppCenter is not logging any issues in Jira, even though we had app crash in Appcenter application.

Previously we had set the value of number of crashes to 5, now that setting is removed from the bug tracker, we expected the tickets to be created for each and every app crash in appcenter app (according to your above comment) but it is not creating jira tickets at all.

Note: The existing integrations are working fine with older threshold(5) but the newer Jira <> bug tracker integrations for the new projects are not working.

Kindly help us here. This is blocking us.

Thanks in advance!

Regards,
Akilesh

[winnie]

Hi @dsakilesh - sorry to hear that tickets aren't being created properly. Do you mind starting a support ticket with the same details and your app info (either app ID or app URL) so our team can investigate?

You can reach us from the menu in the upper right side by your profile icon:

Thanks so much!

[dsakilesh]

Hi @winnie

I have raised a support ticket like you mentioned above, but it has been more than 10 days but no response. And I have not even received any mail saying that "a ticket has been created"

May i know when i can expect the response?

Thanks!

Regards,
Akilesh

[winnie]

Hey @dsakilesh - I found your support ticket and it looks like our team responded to it last week and asked for the name of the apps facing this issue. Can you try searching your inbox again? The latest reply from our side was 6 days ago from Yoann.

Let me know if you are able to find it!