Support follow-up on your open ticket

Hi Sunil, I've picked up your ticket this morning. Just so I've got this right: the figures you see in the brain for your client list don't match what you see in the finance system, and it has been like that since the last refresh. Is that correct? I haven't reproduced it yet, so I don't want to guess at a cause. Can you try the following and tell me what you see? 1. Open the client list page and pick one client where the totals differ. 2. Note the project code and the figure shown in the brain. 3. Check the same client in the finance system and send me both figures. 4. Tell me when you last saw the figures agree, even roughly. If you can also send the exact wording of any error shown on the connector status page, I'll quote it back to our engineers as it is. I know this is the third time you've had to write to us recently and that two of those were urgent, so I'm keeping this one with me until it's sorted. Thanks, Bethan

Hi Bethan, Thanks for picking this up. Your summary is right. That doesn't tie to the ledger, and I'd rather not hand it on to the commercial team until I know why. What I can see so far: - The difference is not on every client. Most match, a handful do not. - The ones that differ look like clients with recent variations booked in the finance system. - The connector status page shows no error. It just shows the last load as complete. To your question: the figures agreed when I last reconciled them, which was a couple of weeks ago. I'll send you the project code and both figures for one client shortly. Which project code would be most useful to you, the largest or the smallest difference? One concern: Craig's team are using this list in conversations with clients, so I'd like to be able to tell them whether to trust it. I'll reconcile it on my side as well and tell you what I find. Sunil