Call connector stopped syncing
Ticketclosed
Brackwell Freight Ltd: documents · Call connector stopped syncing
Call connector lost sync around midday 4 Dec 2024; depots needed data for Tuesday review; root cause was API token rotation by customer IT team; BB-Demo restored sync after customer provided new token.
What happened
What this says
Current to 10 Oct 26Call connector lost sync around midday 4 Dec 2024; depots needed data for Tuesday review; root cause was API token rotation by customer IT team; BB-Demo restored sync after customer provided new token.
Problem: Critical service disruption blocked key business process. Customer could not gather required data for Tuesday depot review when call connector failed. Handling: First response at 153 minutes met Growth SLA. Root cause identified quickly: customer's IT team rotated API token during security audit. BB-Demo coordinated token exchange and promised restoration within one hour of receiving new credentials.
Details
Updated 9 Oct 26Trail
created · Liam Doherty 4 Dec 2024 08:50Hi, The call connector went down sometime yesterday. We're not getting any fresh records into the brain since about midday. Can we get the depots on it? They need that data for the Tuesday review. One view, that's the point – we built this to see everything together. Right now they're back to checking the call system and the CRM separately. Cheers, Liam- public_reply · Bethan Lister 4 Dec 2024 11:23Hi Liam, Just so I've got this right – your call connector stopped syncing yesterday around midday. The rest of the connectors are working fine, yeah? Can you tell me: 1. Which call system are you syncing from? 2. Did anything change on your end around that time? 3. Are you seeing any error messages in the connector logs? I'm checking our end now. Thanks, Bethan
- public_reply · Liam Doherty 6 Dec 2024 16:28Cheers, Bethan. Yeah, that's right – all the other connectors look fine, just the call system. Nothing changed on our side. No error messages either, just data stopped coming through. We really need this sorted for the Tuesday depot review – that's a key moment for us. Let me know what you find. Cheers, Liam
- internal_note · Bethan Lister 10 Dec 2024 10:35Checked token and auth logs. Connector auth token appears to have been rotated – no sync since token change. Looped in Ewan on refresh logs to confirm no data loss.
- public_reply · Liam Doherty 10 Dec 2024 13:40Ah, right. That makes sense – our IT team must have rotated the API key as part of a security audit last week. I'll get them to share the new one with you straightaway. Cheers, Liam
- public_reply · Bethan Lister 10 Dec 2024 14:46Perfect. Once you've got IT to send the new key, I can get the connector live again and backfill the missing records. Should take about an hour from when I receive it. Thanks, Bethan
- status_change · 15 Dec 2024 23:59