Unable to sync tenant records

Ticketclosed

Tidecombe Housing: documents · Unable to sync tenant records

Blank error blocking tenant record updates from CRM. Root cause was field mapping issue linked to customer's recent postcode formatting changes. Resolved when customer identified source.

Priority high

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What happened

What this says

Current to 11 Oct 26

Blank error blocking tenant record updates from CRM. Root cause was field mapping issue linked to customer's recent postcode formatting changes. Resolved when customer identified source.

Problem: Blank error on tenant record updates was blocking customer workflow. Handling: BB-Demo support asked for specifics, checked logs to find tenant ID field empty due to customer's CRM changes. Customer confirmed postcode format change was likely culprit. Watch: Field mapping errors may recur if customer makes further structural CRM changes without notice.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorybug

Channelemail

First response (min)100

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Trail

created · Ravi Riley 23 Jan 2026 09:14
We've been trying to update tenant records in the brain from our CRM but keep hitting a blank error. Multiple users have encountered this. It's blocking our workflow.
public_reply · Olivia Grant 23 Jan 2026 10:54
Hi Ravi, thanks for reporting this. Just so I've got this right, you're seeing a blank error on updates? Can you tell me which fields you're trying to change and how many records are affected?
internal_note · Olivia Grant 27 Jan 2026 16:44
Checked the logs. Connector mapping shows an issue with the tenant ID field - it's empty. May be linked to recent CRM changes on their side.
public_reply · Ravi Riley 27 Jan 2026 16:51
We made changes to how postcodes are formatted in our system recently. That's likely the culprit.
status_change · Olivia Grant 13 Feb 2026 15:49
status_change · 17 Feb 2026 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

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What the data covers

Data	Records
Organisations	75
People at customers	290
BB-Demo staff	40
Calls	784
Email threads	1,169
Support tickets	449
Documents	477
Deals	117
Invoices	101
Events	49
News items	56

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

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