Following up on your support ticket
Email thread Lindqvarn Retail: documents · support
Support thread on data not coming through. Olivia Grant re-ran the connection after source system maintenance and records are loading again. Karin Sjöberg reports customer service doubting the answers and asks for a written cause.
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Current to 11 Oct 26Support thread on data not coming through. Olivia Grant re-ran the connection after source system maintenance and records are loading again. Karin Sjöberg reports customer service doubting the answers and asks for a written cause.
Ask: Karin wants a clear view of when the data will be right again, and later a short written summary of the cause to explain to colleagues.
Customer view: several customer service people noticed the gaps and question whether they can rely on the answers. By 18 Aug 2026 most gaps had closed, but one colleague still sees older cases missing.
Next: Olivia is watching two nightly refreshes and will escalate to engineering if gaps remain. Karin has asked to keep the ticket open until she has the cause summary.
The thread
Updated 9 Oct 26Messages
Olivia Grant 13 Aug 2026 11:17Hello Karin, I'm following up on the ticket you raised with us about data not coming through as expected. I've looked at the connector logs this morning and I can see where the problem starts, but I want to confirm one thing with you before I change anything. Has anyone on your side altered the setup of the source system recently? Even a small change to permissions or a rename can stop a connector loading. I'll keep the ticket at high priority until we have this sorted. Kind regards, Olivia Support Engineer, BB-Demo
Karin Sjöberg 13 Aug 2026 13:33Hello Olivia, Thank you for the quick response. I have asked our IT colleagues. They say there was some maintenance on the source system a few weeks ago, but they do not think it touched permissions. I will ask them to check again and come back to you. I must say that several people in customer service have noticed the gaps, and they are starting to question whether they can rely on the answers. This worries me a little, so I would be grateful for a clear view of when it will be right again. Vänliga hälsningar, Karin- Olivia Grant 14 Aug 2026 08:31Hello Karin, Understood, and thanks for checking with IT. Looking at the logs again this morning, the maintenance you describe fits what I'm seeing: the connector authenticated again afterwards but the connection to one source did not fully recover. I've re-run the connection overnight and the records are loading again. I'd like to watch the next two nightly refreshes before I call it fixed. If the gaps in customer service answers are still there after that, I'll escalate to our engineering team. Could you ask your colleagues to tell me if anything still looks odd on Monday? A couple of examples would help. Kind regards, Olivia
- Karin Sjöberg 18 Aug 2026 12:25Hello Olivia, Thank you. I asked the team this morning. Most of the gaps seem to be closed, and people say the answers look more complete. One colleague still sees a few older cases missing, and I have asked her to send you examples. I would also like to understand what happened, so we can explain it to the others and avoid it next time. Could you write a short summary of the cause when you are ready? Let us keep the ticket open until then. Vänliga hälsningar, Karin