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The benefits of tracking issues publicly
============================================================
### In open organizations, tracking to-do items online can turn customers into colleagues.
Posted 09 Feb 2017[Chad Whitacre][20][Feed][19]11[up][5]
![The benefits of tracking issues publicly](https://opensource.com/sites/default/files/styles/image-full-size/public/images/life/OSDC_bees_network.png?itok=Ims9tFQS "The benefits of tracking issues publicly")
Image by : opensource.com
A public issue tracker is a vital communication tool for an open organization, because there's no better way to be [transparent and inclusive][6] than to conduct your work in public channels. So let's explore some best practices for using an issue tracker in an open organization.
Before we start, though, let's define what we mean by "issue tracker." Simply put, an issue tracker is **a shared to-do list**. Think of scribbling a quick list of errands to run: buy bread, mail package, drop off library books. As you drive around town, it feels good to cross each item off your list. Now scale that up to the work you have to do in your organization, and add in a healthy dose of software-enabled collaboration. You've got an issue tracker!
Whether you use GitHub, or another option, such as Bitbucket, GitLab, or Trello, an issue tracker is the right tool for the task of coordinating with your colleagues. It is also crucial for converting outsiders  _into_  colleagues, one of the hallmarks of an open organization. How does that work? I'm glad you asked!
### Best practices for using an issue tracker
The following best practices for using a public issue tracker to convert outsiders into colleagues are based on our experience at [Gratipay][7] over the past five years. We help companies and others pay for open source, and we love collaborating with our community using our issue trackers. Here's what we've learned.
**0\. Prioritize privacy.** It may seem like an odd place to start, talking about privacy in a post about public issue trackers. But we must remember that [openness is not an end in itself][8], and that any genuine and true openness is only ever built on a solid foundation of safety and consent. Never post information publicly that customers or other third parties have given you privately, unless you explicitly ask them and they explicitly agree to it. Adopt a policy and train your people. [Here is Gratipay's policy][9] for reference. Okay! Now that we're clear on that, let's proceed.
**1\. Default to deciding in public.** If you make decisions in private, you're losing out on the benefits of running an open organization, such as surfacing diverse ideas, recruiting motivated talent, and realizing greater accountability. Even if your full-time employees are the only ones using your public issue tracker at first, do it anyway. Avoid the temptation to treat your public issue tracker as a second-class citizen. If you have a conversation in the office, post a summary on the public issue tracker, and give your community time to respond before finalizing the decision. This is the first step towards using your issue tracker to unlock the power of open for your organization: if it's not in the issue tracker, it didn't happen!
**2\. Cross-link to other tools.** It's no secret that many of us love IRC and Slack. Or perhaps your organization already uses Trello, but you'd like to start using GitHub as well. No problem! It's easy to drop a link to a Trello card in a GitHub issue, and vice versa. Cross-linking ensures that an outsider who stumbles upon one or the other will be able to discover the additional context they need to fully understand the issue. For chat services, you may need to configure public logging in order to maintain the connection (privacy note: when you do so, be sure to advertise the fact in your channel description). That said, you should treat conversations in private Slack or other private channels just as if they were face-to-face conversations in the office. In other words, be sure to summarize the conversation on the public issue tracker. See above: whether offline or online, if it's not in the issue tracker, it didn't happen!
**3\. Drive conversations to your tracker.** Social media is great for getting lots of feedback quickly, and especially for discovering problems, but it's not the place to solve them. Issue trackers make room for deeper conversations and root-cause analysis. More importantly, they are optimized for getting stuff done rather than for infinite scrolling. Clicking that "Close" button when an issue is resolved feels really good! Now that you have a public issue tracker as your primary venue for work, you can start inviting outsiders that engage with you on social media to pursue the conversation further in the tracker. Something as simple as, "Thanks for the feedback! Sounds similar to (link to public issue)?" can go a long way towards communicating to outsiders that your organization has nothing to hide, and welcomes their engagement.
**4\. Set up a "meta" tracker.** Starting out, it's natural that your issue tracker will be focused on your  _product_ . When you're ready to take open to the next level, consider setting up an issue tracker about your  _organization_  itself. At Gratipay, we're willing to discuss just about any aspect of our organization, from [our budget][10] to [our legal structure][11] to [our name][12], in a public issue tracker we call "Inside Gratipay." Yes, this can get a little chaotic at times—renaming the organization was a particularly fierce [bikeshed][13]!—but for us the benefits in terms of community engagement are worth it.
**5\. Use your meta tracker for onboarding.** Once you have a meta issue tracker, a new onboarding process suggests itself: invite potential colleagues to create their own onboarding ticket. If they've never used your particular issue tracker before, it will be a great chance for them to learn. Registering an account and filing an issue should be pretty easy (if it's not, consider switching tools!). This will create an early success event for your new colleague, as well as the beginnings of a sense of shared ownership and having a place within the organization. There are no dumb questions, of course, but this is  _especially_  true in someone's onboarding ticket. This is your new colleague's place to ask any and all questions as they familiarize themselves with how your organization works. Of course, you'll want to make sure that you respond quickly to their questions, to keep them engaged and help them integrate into your organization. This is also a great way to document the access permissions to various systems that you end up granting to this person. Crucially, this can start to happen [before they're even hired][14].
**6\. Radar projects.** Most issue trackers include some way to organize and prioritize tasks. GitHub, for example, has [milestones][15] and [projects][16]. These are generally intended to align work priorities across members of your organization. At Gratipay, we've found it helpful to also use these tools to allow collaborators to own and organize their individual work priorities. We've found this to offer a different value than assigning issues to particular individuals (another facility issue trackers generally provide). I may care about an issue that someone else is actively working on, or I may be potentially interested in starting something but happy to let someone else claim it first. Having my own project space to organize my view of the organization's work is a powerful way to communicate with my colleagues about "what's on my radar."
More Open Organization Resources
* [Download the Open Organization Leaders Manual][1]
* [Download the Open Organization Field Guide][2]
* [What is an Open Organization?][3]
* [What is an Open Decision?][4]
**7\. Use bots to automate tasks.** Eventually, you may find that certain tasks keep popping up again and again. That's a sign that automation can streamline your workflow. At Gratipay, we [built][17] a [bot][18] to help us with certain recurring tasks. Admittedly, this is a somewhat advanced use case. If you reach this point, you will be far along in using a public issue tracker to open up your organization!
Those are some of the practices that we've found most helpful at Gratipay in using our issue tracker to "engage participative communities both inside and out," as Jim Whitehurst puts it. That said, we are always learning. Leave a comment if you've got an experience of your own to share!
--------------------------------------------------------------------------------
作者简介：
Chad Whitacre - I'm the founder of Gratipay, an open organization with a mission to cultivate an economy of gratitude, generosity, and love. We offer pay-what-you-want payments and take-what-you-want payouts for open organizations—and we're funded on our own platform. Offline, I live outside Pittsburgh, PA, USA, and online, I live on GitHub.
--------------------------------------------------------------------------------
via: https://opensource.com/open-organization/17/2/tracking-issues-publicly
作者：[Chad Whitacre][a]
译者：[译者ID](https://github.com/译者ID)
校对：[校对者ID](https://github.com/校对者ID)
本文由 [LCTT](https://github.com/LCTT/TranslateProject) 原创编译，[Linux中国](https://linux.cn/) 荣誉推出
[a]:https://opensource.com/users/whit537
[1]:https://opensource.com/open-organization/resources/leaders-manual?src=too_resource_menu
[2]:https://opensource.com/open-organization/resources/field-guide?src=too_resource_menu
[3]:https://opensource.com/open-organization/resources/open-org-definition?src=too_resource_menu
[4]:https://opensource.com/open-organization/resources/open-decision-framework?src=too_resource_menu
[5]:https://opensource.com/open-organization/17/2/tracking-issues-publicly?rate=S5mrFkcwQzkErQQMkHYyaaMxF5j5xtZBHW91EPluD1A
[6]:https://opensource.com/open-organization/resources/open-org-definition
[7]:https://gratipay.com/
[8]:https://opensource.com/open-organization/16/9/openness-means-to-what-end
[9]:http://inside.gratipay.com/howto/seek-consent
[10]:https://github.com/gratipay/inside.gratipay.com/issues/928
[11]:https://github.com/gratipay/inside.gratipay.com/issues/72
[12]:https://github.com/gratipay/inside.gratipay.com/issues/73
[13]:http://bikeshed.com/
[14]:https://opensource.com/open-organization/16/5/employees-let-them-hire-themselves
[15]:https://help.github.com/articles/creating-and-editing-milestones-for-issues-and-pull-requests/
[16]:https://help.github.com/articles/about-projects/
[17]:https://github.com/gratipay/bot
[18]:https://github.com/gratipay-bot
[19]:https://opensource.com/user/73891/feed
[20]:https://opensource.com/users/whit537

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公开追踪问题的好处
============================================================
### 在公共组织中，在线追踪问题可以将客户变成同事
Posted 09 Feb 2017[Chad Whitacre][20][Feed][19]11[up][5]
![The benefits of tracking issues publicly](https://opensource.com/sites/default/files/styles/image-full-size/public/images/life/OSDC_bees_network.png?itok=Ims9tFQS "The benefits of tracking issues publicly")
图片提供： opensource.com
一个公开的问题追踪器是开放组织的重要沟通工具，相对在公开渠道中开展渠道，没有比[透明和包容][6]更好的方法了。因此，让我们来探讨在开放组织中使用问题跟踪器的一些最佳实践。
在开始之前，我们先来定义“问题追踪器”的含义。简单地说，问题跟踪器是**一个共享的待办事项列表**。想象一下胡乱写一张待办事项列表：购买面包、邮件打包、归还图书馆书籍。当你在城里开车时，把列表上的每一项划掉都感觉很好。现在，将它扩展到你需要在组织中需要完成的工作，并增加软件协作健康度。这样你就有一个问题追踪器了！
无论你使用的是 GitHub 还是其他的，如 Bitbucket、GitLab 或 Trello，问题跟踪器都是与你的同事进行协调的正确工具。这对将外部人员_变成_同事是至关重要的，这是开放组织的特征之一。这是如何工作的？我很高兴你问了这个问题。
### 使用问题追踪器的最佳实践
使用公共问题跟踪器将外部人员转换为同事的最佳实践是基于过去五年来我们在 [Gratipay][7] 的经验。我们帮助公司和其他为开源支付，我们喜欢使用我们的问题跟踪器与我们的社区合作。这就是我们学到的。
**0\. 隐私优先。** 在文章中谈论公共问题追踪器的隐私看上去是一个奇怪的开始。但是我们必须记住，[开放本身并不是目的][8]，任何真诚和真正的开放是建立在安全和同意的坚实基础之上的。不要公开发布客户或其他第三方私下给你的信息，除非你明确提出要求并且他们明确同意。采纳一个政策并训练你的人。[这是 Gratipay 的政策][9]供你参考。好的！现在我们明白了，让我们继续吧。
**1\. 默认公开决定。** 如果你私下做决定，你就会失去运行一个开放组织的好处，比如表达多样化的想法、招募有活力的人才、实现更大的责任感。即使你的全职员工是最初使用你的公共问题跟踪器的唯一员工，那也要这么做。 避免将你的公共问题追踪者视为二等公民。如果你在办公室进行对话，请在公共问题跟踪器上发布摘要，并在完成决定之前让你的社区回复。这是使用问题跟踪器解锁你组织开放权力的第一步：如果它不在问题追踪器中，那就不会发生！
**2\. 关联其他工具。** 我们许多人都喜欢 IRC 和 Slack，这并不是什么秘密。或者你的组织已经使用 Trello，但是你也想开始使用 GitHub。这没问题！在 GitHub issue 中放入 Trello 卡片的链接很容易，反之亦然。交叉关联保证了被一个或者另一个问题困住的外部人员能够发现额外的帮助它们充分理解这个问题的上下文。对于聊天服务，你可能需要配置公共日志记录才能维护连接（隐私注意事项：当你这么做时，请务必在你的频道描述中宣传该事实）。也就是说，你应该在私人 Slack 或其他私人渠道中对话，就像在办公室里面对面的对话一样。换句话说，一定要总结公众问题跟踪器上的对话。看看上面说的：无论离线或在线，如果不在问题跟踪器中，那就没有发生！
**3\. 将谈话导向追踪器中。** 社交媒体很快就能获得很多反馈，尤其是发现问题，但这不是解决问题的地方。问题跟踪器为深入的对话和根本原因分析留出空间。更重要的是，它们是为了完成任务而优化的，而不是无限拖延。当问题解决后点击“关闭”按钮的感觉真的很好！现在将公共问题跟踪器作为你的主要工作场所，你可以开始邀请在社交媒体上与你接触的外部人员在追踪器中进一步地讨论。简单的如，“感谢您的反馈！听起来类似（链接到公共问题）？” ，这可以在很大程度上向外界传达你的组织没有隐藏的内容，并欢迎他们的参与。
**4\. 设置一个“元”追踪器。** 在一开始，你的问题追踪器很自然聚焦在_产品_上。当你准备好开放到一个新的水平，考虑设置一个关于你的_组织_本身的问题跟踪。在 Gratipay，我们愿意一个公共的问题追踪器其中，称之为 “Inside Gratipay”，讨论我们组织的任何方面，从[我们的预算][10]到[我们的法律结构][11]到[我们的名字][12]。 是的，这有时有点混乱 - 重命名组织是一个特别激烈的[争议话题][13]！但对我们来说，在社区参与方面的好处是值得的。
**5\. 使用你的元追踪器入门。** 一旦你有一个元问题追踪器，新的入门过程就表明了自己：邀请潜在的同事创建自己的入门券。如果他们以前从未使用过你的特定问题追踪器，那么这将是他们学习的极好机会。注册帐号并提交问题应该很简单（如果不是，请考虑切换工具！）。这将为你的新同事创造一个早期的成功事件，以及开始共享所有权，并在组织内部拥有一席之地。当然，没有愚蠢的问题，但是这_尤其_在某人的入门券上这是真的。这是你的新同事熟悉组织工作方式时询问任何问题的地方。当然，你需要确保快速回复他们的问题，让他们参与并帮助他们融入你的组织。这也是一个很好的方法来记录你最终授予这个人的各种系统的访问权限。至关重要的是，这可以开始[在雇佣他们之前][14]。
**6\. 雷达项目。** 大多数问题跟踪器包括一些组织和优先排序任务的方法。例如，GitHub 有[里程碑][15]和[项目][16]。这些通常旨在使组织成员的工作重点相一致。在 Gratipay，我们发现使用这些工具可以帮助协作者拥有并组织各自的工作重点。我们发现这一点提供了不同于将问题分配给特定个人（另外的问题跟踪器通常提供的）的价值。 我可能会关心别人正在积极工作的问题，或者我可能有兴趣开始某些事情，但很高兴让别人先要申报。拥有自己的项目空间来组织我对组织工作的看法是与我的同事沟通“我的雷达上有什么”的强大方式。
更多开放组织资源
* [下载开放组织领导人手册][1]
* [下载开放组织领域指导][2]
* [什么是开放组织？][3]
* [什么是开放决定？][4]
**7\. 使用机器人自动化任务。** 最终，你可能会发现某些任务会一再出现。这表明自动化可以简化你的工作流程。在 Gratipay，我们[构建][17]了一个[机器人][18]帮助我们完成一些重复的任务。诚然，这是一个有点高级的用法。如果你达到了这一点，你能完全使用公共问题追踪器来开放你的组织！
这些是我们在 Gratipay 内使用我们的问题跟踪器如 Jim Whitehurst 所说那样 “吸引社区内外参与” 的一些最有用的做法。也就是说，我们一直在学习。如果你有自己的经验分享，请发表评论！
--------------------------------------------------------------------------------
作者简介：
Chad Whitacre - 我是 Gratipay 的创始人，Gratipay 是一个开放组织，致力于培育一个感恩，慷慨和爱的经济。我们为开放组织提供支付你想的支付以及拿你想拿的补偿 - 我们在自己的平台上资助。在线下，我居住在美国宾夕法尼亚州匹兹堡，在线上，我活跃在 GitHub。
--------------------------------------------------------------------------------
via: https://opensource.com/open-organization/17/2/tracking-issues-publicly
作者：[Chad Whitacre][a]
译者：[geekpi](https://github.com/geekpi)
校对：[校对者ID](https://github.com/校对者ID)
本文由 [LCTT](https://github.com/LCTT/TranslateProject) 原创编译，[Linux中国](https://linux.cn/) 荣誉推出
[a]:https://opensource.com/users/whit537
[1]:https://opensource.com/open-organization/resources/leaders-manual?src=too_resource_menu
[2]:https://opensource.com/open-organization/resources/field-guide?src=too_resource_menu
[3]:https://opensource.com/open-organization/resources/open-org-definition?src=too_resource_menu
[4]:https://opensource.com/open-organization/resources/open-decision-framework?src=too_resource_menu
[5]:https://opensource.com/open-organization/17/2/tracking-issues-publicly?rate=S5mrFkcwQzkErQQMkHYyaaMxF5j5xtZBHW91EPluD1A
[6]:https://opensource.com/open-organization/resources/open-org-definition
[7]:https://gratipay.com/
[8]:https://opensource.com/open-organization/16/9/openness-means-to-what-end
[9]:http://inside.gratipay.com/howto/seek-consent
[10]:https://github.com/gratipay/inside.gratipay.com/issues/928
[11]:https://github.com/gratipay/inside.gratipay.com/issues/72
[12]:https://github.com/gratipay/inside.gratipay.com/issues/73
[13]:http://bikeshed.com/
[14]:https://opensource.com/open-organization/16/5/employees-let-them-hire-themselves
[15]:https://help.github.com/articles/creating-and-editing-milestones-for-issues-and-pull-requests/
[16]:https://help.github.com/articles/about-projects/
[17]:https://github.com/gratipay/bot
[18]:https://github.com/gratipay-bot
[19]:https://opensource.com/user/73891/feed
[20]:https://opensource.com/users/whit537