No response to my ticket - 9 days old ?

[wmcneil]

I opened the ticket below 9 days ago, and there has been no response. Is there something wrong with the ticket system?

[Ticket #25957] issue including GD00Z-8-GC garage door controller

[larryllix]

Christmas and New Years breaks.

That is unusual from my experiences.

Edited January 8 by larryllix

[Chris K]

I have two tickets opened.    One at 25 days and another 11 days with zero response on either.  Very frustrating!

[Bumbershoot]

In my experience, that's unusual.  Given the proximity of the UDI office to the fires in LA, UDI staff might have an awful lot to cope with.

[DennisC]

2 hours ago, Chris K said:

I have two tickets opened.    One at 25 days and another 11 days with zero response on either.  Very frustrating!

Very unusual, suggest asking for status by replying to each ticket.

[apostolakisl]

Something must be wrong with your account.  I opened a ticket last week and got a response in a few hours.  We went back and forth four or five times in the next 24hours solving the problem and discussing a few other things.  Benoit answered my ticket.

@bmercier

Edited yesterday at 04:29 PM by apostolakisl

[Chris K]

I have asked for an update 2 days ago on both, still no reply.

If anyone from UDI is seeing this, my tickets are 25897 (opened 26 days ago, asked for update 8 days and 2 days ago)  and 26041 (opened 11 days ago and asked for update 2 days ago).

[bpwwer]

I'm not sure I should reply to this or not, but I'll risk it.  I'm not representing UDI and I'm also not very familiar with z-wave devices in general.  However, if I understand your ticket, I think the issue is really on the HomeAssistant side of things.  

The eisy has the concepts of control and status.  Those are separate things.  Control is an action (I.E. pressing a button) while status is a state (I.E. on/off).  From your ticket it sounds like eisy is correctly identifying those.  When you press the button there is a control action of ON.  You should be able to create an eisy program something like if control scene buttn x sends on do something.  This program would run anytime you pressed the button.  The eisy also changes the status/state to ON.  No matter how many times you press the button , that status/state does not change so nothing that is triggered on that state change will happen.  This includes HomeAssistant, which appears to only be triggering on a status/state change.  If HomeAssistant would/could also respond to the control action, it would likely work as you want.

My personal opinion is that scene  buttons like that should not have a status/state because it's confusing and there's no way to handle well.  If anything, buttons like that should have a "pressed" and "released" states as that more closes matches what's really happening with things like scene buttons (or really buttons in general).  Status/state should be used for devices that actually have a state, like a light or relay.

I can't help at all with your second ticket.  Both seem to assigned to the right person but I don't know why he hasn't responded to the tickets.

[bmercier]

2 hours ago, Chris K said:

I have asked for an update 2 days ago on both, still no reply.

If anyone from UDI is seeing this, my tickets are 25897 (opened 26 days ago, asked for update 8 days and 2 days ago)  and 26041 (opened 11 days ago and asked for update 2 days ago).

Chris owns these 2 tickets. I asked him to review them on Monday.

Sorry about the delays.

[wmcneil]

My ticket # is 25957. It was opened 20 days ago, and I requested an update 11 days ago. There has not yet been a response. Can someone from UD please confirm whether the ticket is visible in the system? Thank you. 

[bpwwer]

Chris also owns 25957. 

Anything z-wave related has likely been assigned to Chris.  I don't know why he hasn't responded to any of them but hopefully there'll be an update after Monday.