Investigating the Utility of ChatGPT in the Issue Tracking System: An Exploratory Study

Issue tracking systems serve as the primary tool for incorporating external users and customizing a software project to meet the users’ requirements. However, the limited number of contributors and the challenge of identifying the best approach for each issue often impede effective resolution. Recently, an increasing number of developers are turning to AI tools like ChatGPT to enhance problem-solving efficiency. While previous studies have demonstrated the potential of ChatGPT in areas such as automatic program repair, debugging, and code generation, there is a lack of study on how developers explicitly utilize ChatGPT to resolve issues in their tracking system. Hence, this study aims to examine the interaction between ChatGPT and developers to analyze their prevalent activities and provide a resolution. In addition, we assess the code reliability by confirming if the code produced by ChatGPT was integrated into the project’s codebase using the clone detection tool NiCad. Our investigation reveals that developers mainly use ChatGPT for brainstorming solutions but often opt to write their code instead of using ChatGPT-generated code, possibly due to concerns over the generation of "hallucinated" code, as highlighted in the literature.