Following up on your support ticket
Email thread Pentreath Cold Chain: documents · support
A helpdesk connector returned nothing after a view was tidied. Callie traced the cause, re-ran the sync and Kerensa Trelease confirmed two clients match, then asked to close the ticket.
What was said
What this says
Current to 11 Oct 26A helpdesk connector returned nothing after a view was tidied. Callie traced the cause, re-ran the sync and Kerensa Trelease confirmed two clients match, then asked to close the ticket.
Ask: Kerensa Trelease needed excursion tickets to show against each client, as account managers want to see them before ringing clients.
Customer view: She pressed on urgency, then accepted the fix after checking two clients with her team.
Next: Callie to send the setup note to Dan Hosken, copying Kerensa. The connector depends on a view the customer can change.
The thread
Updated 9 Oct 26Messages
Callie Brennan 9 Feb 2024 14:48Hi Kerensa, Just following up on the ticket you raised this week about the temperature-excursion tickets not showing against each client in the account view. What I need from your side is a quick check on one thing: has anyone changed the permissions on the service account we use to read from your helpdesk since kickoff? That maps to the symptom we are seeing, but I would rather confirm it than assume. Once I have your answer I can re-run the sync before we switch on the next refresh. Thanks, Callie
Kerensa Trelease 9 Feb 2024 16:34Callie, Checked with Dan. Nobody has touched the permissions that we know of. He did tidy up a couple of helpdesk views last week, so it might be that. I have account managers waiting on this. They need to see an excursion against the client before they ring them, not after. Cheers, Kerensa- Callie Brennan 13 Feb 2024 08:30Hi Kerensa, That was the cause. One of the views Dan tidied was the one the connector reads from, so it was returning nothing. I have pointed the connector at the right view and re-run the sync this morning. The excursion tickets are now landing against the correct clients. Could you ask one of your account managers to look at a client they know well and tell me whether it matches what they expect? I will write up a short setup note so Dan has it for next time. Thanks, Callie
- Kerensa Trelease 15 Feb 2024 10:37Callie, Checked two clients with the team. Both match what we have in the helpdesk. Good. You can close the ticket. Send the setup note to Dan and copy me. Cheers, Kerensa