How do I follow-up on a reported bug?

Hi,

I reported a bug to Unity via their built-in Editor feature on February 18th, 2023 (a little over a month ago as of posting this). After reporting the bug, I received an email confirming my report. See the screenshot below showing the confirmation mail from Unity.

Questions

1. How do I get in touch with Unity about bug reports like this one?
The mail states I should reply to the mail if I have any additional information. However, replying to the mail got me no response. By the way Unity, this seems expected given it's a "no-reply@..." e-mail address. What gives?

2. How do I get access to Unity's Jira portal to view my report?
The mail states I can click on the link provided in the mail (the blue button) to view my report. However, this takes me to Unity's Jira portal where it says, "Access denied". See the second screenshot below.

3. Why doesn't my reported issue show up on Unity's public issue tracker?
I searched by a keyword in my report title, which can be seen below in the mail. As of now, there are no results for my issue in the public tracker: https://unity3d.com/search?refinement=issues&gq=isBuildingPlayer

Unity, please help. This feedback loop stinks.


Bug report mail:






Check report status link from mail directs me to this page:

 

Your report is under review. Expect that to take 2 months or so. Then another year or two for the fix. At least that has been my experience.

 

I understand it "might" be under review. I can't confirm though... I also expect a long time till resolution, however, I just want to know where I can view my report. Unity hints that it should be viewable via the mail and a public issue tracker, but my report is not.

 

You will get a email within a few hours / days, which you already have. You can click "Check report status." and log into the service desk. Later after review in a month or two it will be moved from the service desk tracker to the public tracker.

 

Clicking the "check report status" button results in "Access Denied" as I mentioned in my original post. This feedback loop provided by Unity is broken and they need to investigate.

 

I also get "Access Denied" initially, because the reports are hosted by Atlassian (IIRC) who have their own user account system, for which I have a different account to the one I use for Unity, and it automatically logged me in with that other account. I had to manually log out, log in with the account Unity was expecting me to use, and then I could use the link they sent me.

 

Can you clarify which account Unity was expecting you to use?

My understanding is that unity3d.atlassian.net portal uses its own accounts as well. For example, the e-mail address I have registered with Unity did not have an account associated in unity3d.atlassian.net. So I created an account with my e-mail address, and it never worked to view my bug report.

I'd love more details on how you associated the right account. Thanks.

 

The same email address which the email was sent to.

I use Atlassian products with a different email address as well, so I had to log out of the Atlassian account associated with that email address, and then into an Atlassian account associated with the email address I use with Unity, I think.

 

Any other ideas for this? My Atlassian account email matches the email the bug report was sent to exactly.

 

EDIT: I just found this page. https://id.atlassian.com/manage-profile/email. It says typing a new email there will disconnect it from Google, but I don't know if it will ask you to set a password. Maybe try setting a password on the Security page after.

Try that and reply back if it worked.

Here's some steps if you have issues with the password (because you don't have a password): https://jira.atlassian.com/browse/ID-8289

You can't.

Google OAuth logins (the "Sign in with Google" button) that are the same as the email you submitted the bug report with won't work, because Atlassian/Jira do not have OAuth logins for the Jira bug login page, only on their main page or for other services like Trello, etc.

I have been back and forth with Unity and Atlassian on this. There's a Unity customer support guy who does his job, but can only report it to QA who doesn't see any problem. It's like trying to explain to an foreign call centre worker.

Unity f'd up by not fully investigating the bug reporting software they moved to. It's busted.[/quote]

 

I think you need to log out from that and create a new one with the email address specifically for unity3d.atlassian.net website.

 

tl,dr

Use exactly https://unity3d.atlassian.net/servicedesk/customer/portals to view the status of your bug reports. Use the "Forgot password?" link to create a new account if necessary.

long version

It took me too much time and too much nerves but I think I understand it now:

https://id.unity.com/
This website is for accounts of Unity products. Such an account has no access to the "Unity Bug Reporting Portal".

https://id.atlassian.com/
This website is for accounts for Atlassian products. Such an account has no access to the "Unity Bug Reporting Portal".

https://unity3d.atlassian.net/
This website will redirect you to https://id.atlassian.com/ and therefore will not bring you to the "Unity Bug Reporting Portal". I think this is really confusing.

https://unity3d.atlassian.net/servicedesk/customer/portals
This website is what I would call the "Unity Bug Reporting Portal" (because it calls itself like that but only after you are logged in).
This website is the one you come to if you click the blue "Check report status" button in the email you get from "automation@unity3d.atlassian.net" after reporting a bug from within the Unity editor.
This website asks you to "Enter your email to log in or sign up". I am pretty sure you have to use the very same email adress you used when reporting the bug from within the Unity editor.
After doing so it asks you to "Log in to continue" by entering a password. There is no hint about signing up.
But there is a "Forgot password?" link at the bottom. I clicked that. Then I received an email from "jira@unity3d.atlassian.net". This email contained another link which enabled me to reset my password. Which I did. I assume it did not matter that I never had an account before. Or maybe I had a "hidden" account which was automatically created because of my bug report. Maybe. Anyway, new password, old/new account, being logged in now.
This website then showed me all my own bug reports and even all bug reports of my work colleagues. I assume I can see them because our Unity accounts are within the same "Organization" within the regular Unity account management.
Ten days after my initial bug report I received more emails from "automation@unity3d.atlassian.net" which told me about status updates. My bug report even got an entry in the public "Unity Issue Tracker".

https://issuetracker.unity3d.com/
This website is the public "Unity Issue Tracker".
If you want to add a comment there this website will redirect you to https://id.unity.com/ to log into your regular Unity account.

 

Thanks @PyrateAkanant, that's the solution.