Bug in schedule() which causes schedules to never fire again

[kurtsanders]

@Tyler Thanks for looking up these outstanding tickets, I have replied back to each and every response that a human provides with the success or failure of their recommendation. I do not consider the, “We have received your request for assistance, Warm regards” email as a “response”.

All the tickets are in the same status as OPEN in my mind when they have not been replied to (and I check my spam folder). Whoever updated these tickets with those responses NEVER emailed me back with ANY SUPPORT RECOMMENDATIONS. I am not the only one reporting that tickets are being closed or updated without customers being contacted.

@SBDOBRESCU

I guess now I understand why support is silent…Ticket “solved”?!? How, when? I would like to know how this issue was “resolved” without even reaching out to the customer…

@Tyler

Hey Kurt,

Again, I understand the frustration with our response time. We’re hiring and training Support members as I’m typing this.

As far as your tickets, here’s what I’m seeing:
127658 - Replied with a solution within 4 hours, no response from you. Automated Non Human Response was sent, No Human response sent
149007 - Replied with a solution within 48 hours (on a weekend), no response from you. Automated Non Human Response was sent, No Human response sent
149011 - Replied within 48 hours (on a weekend), no response from you. Automated Non Human Response was sent, No Human response sent
163418 - Replied and merged ticket to 164278.
164278 - still open, awaiting a response from us.

I definitely see that ticket 164278 has gone too long with a response. I’ll check what’s going on with that.

Also - our support portal uses SSO with your SmartThings account. If you can log in to http://ide.smartthings.com you should be able to log in to the support portal. I don’t know that we have any material or functionality on our support portal that requires logging in though. Let me know if there’s something you’re looking for specifically.

I will try to sign-on again to support desk @Tyler, I would love to see my ticket status and also be responsible ONCE AGAIN for reporting bugs that I see.