By: Thomas Ruth user 04 Nov 2019 at 11:47 a.m. CST

5 Responses
Thomas Ruth gravatar
Expected Behavior: Updating a ticket either by replying to e-mail or responding on the GLUU support site removes the status "Pending Input" and places it in a status that notifies support staff that the ball is in their court. Actual Behavior: Replying to the e-mail doesn't update the ticket. Updating the ticket on the web site does not get the ticket out of "Pending Input" status. Please see ticket number 7600 for an actual representation of this issue: https://support.gluu.org/authentication/7600/getting-invalid_client-error-trying-to-refresh-token-with-kubernetes/

By William Lowe staff 04 Nov 2019 at noon CST

William Lowe gravatar
Hey Thomas, I think `pending input` actually still applies. Basically, it means we haven't had a chance to review and provide feedback yet. When we start working on it, we would change it to `in progress`. Tickets with status `pending input` still ring our internal bells a few times a week prompting the team to review and update the ticket. Thanks, Will

By Thomas Ruth user 04 Nov 2019 at 12:05 p.m. CST

Thomas Ruth gravatar
OK, Thanks. I've asked for input on this ticket a week ago, and provided input before that. Still no response. I'm going to have to abandon GLUU soon and find another Identity Provider if I can't resolve this issue.

By William Lowe staff 05 Nov 2019 at 1:26 p.m. CST

William Lowe gravatar
OK, we do our best to resolve community tickets as quickly as possible. Issues like the one you referenced above take longer since we have to replicate the issue. We do get around to them, but it can take some time. Thanks, Will

By Thomas Ruth user 05 Nov 2019 at 1:38 p.m. CST

Thomas Ruth gravatar
Thanks for the response. It would be nice to get confirmation that my update has been received, maybe an update that the replication is still underway and maybe an estimate of how much work is remaining in the effort. Much like you've been doing in this ticket. Even if no progress has been made (I understand community support isn't a priority), it's still nice to know that you are thinking of me, and it helps me plan my work I need to complete on my end. In addition, it makes me feel a bit better knowing that my case isn't being ignored.

By William Lowe staff 05 Nov 2019 at 1:43 p.m. CST

William Lowe gravatar
Yea, I hear you. Thanks for the feedback. I'll pass along to the team.