New Issue Response Guide

This guide outlines a process for responding to new video.js issues. The goal is to improve issue management and help people to feel heard, even if a project maintainer can't immediately address their issue.

One rule: Don't say anything negative. It never helps anyone.

What kind of issue is it?

Case: Non-core project

--> ask them to submit an issue on the specific project  
--> close issue

Common non-core issues include: Plugins, Flash Player, Videojs.com Website

Case: Pull request

--> say "Thank you! This will be reviewed by other contributors as soon as possible. 
    Please be sure all tests are passing in all targeted browsers (IE8+)."

We have a separate process for managing pull requests.

Case: Question

--> label `question`
if you can answer the question immediately
    --> answer it
    --> close the issue
else if more info is needed
    --> label `needs: more info`
    --> ask for the info that's needed
else
    --> search for and reference any related issues
    --> ping any contributors you think my be able to answer
if the question seems user-specific
    --> close the issue

StackOverflow is better for questions, but it's fine if they're asked in the issues. We're just more liberal about closing question issues sooner so they don't clutter the issue list. All watchers will still get emails for closed question responses.

Case: Bug

--> search for duplicate or related issues
if a duplicate issue is found
    --> reference the duplicate issue
    --> close this issue
else
    if any of the following info is needed and missing
        --> label `needs: more info`
        --> ask for them to fill in these details

Summary: (short yet concise)
Description:
What did you do? (steps to reproduce)
What happened? (actual results)
What should have happened? (expected results)
What version of Video.js and any plugins used?
What browsers and platforms does this occur/not occur on?
Is there a link to an example online?
Can a reduced test case be created? (e.g. [a jsbin](http://jsbin.com/axedog/9/edit))

    if it can be verified
        --> label `bug`
        --> say "I can confirm this" (or something like it)
        --> link to your own example if available
    if there is any other relevant info
        --> link to it, mention it

Case: Feature

--> label `feature`
if it's already supported through the core or a plugin
    --> link to the docs, source code, or plugin
    --> close the issue
if the use case is not as clear as possible
    --> ask for more info about the use case and examples if relevant