Timesheet and mailbox connectors not authenticating
Ticketclosed
Delancey Haig: documents · Timesheet and mailbox connectors not authenticating
Timesheet and mailbox connectors failed after provider authentication changes on 18 Mar 2026. Customer unable to access current data. Issue resolved with credential refresh.
What happened
What this says
Current to 12 Oct 26Timesheet and mailbox connectors failed after provider authentication changes on 18 Mar 2026. Customer unable to access current data. Issue resolved with credential refresh.
Problem: On 18 Mar 2026, both the timesheet system and mailbox connectors returned authentication errors after provider updates. The brain was not pulling fresh timesheet or email data, affecting client record visibility and communications.
Handling: Olivia Grant identified authentication issues on both connectors and determined the timesheet system needed credential refresh while the mailbox provider had made authentication changes. Support requested new credentials. By 18 Mar 2026 15:07, Holly Tranter had both credentials available and was ready to provide them. First response took 173 minutes.
Watch: Three Delancey Haig tickets within days for the same issue may indicate duplicate reporting or ticket creation delays.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 18 Mar 2026 08:00The timesheet system and mailbox connectors have both failed. Both are returning authentication errors on their last sync attempts. We haven't made any changes, but both systems appear to have had authentication updates from their providers. The brain is not pulling in fresh timesheet or email data, and we're losing visibility on current client records and communications.- internal_note · Olivia Grant 18 Mar 2026 09:11Both connectors failing authentication. Timesheet system API token refresh needed; mailbox provider authentication update also seems to be the cause. Getting platform team involved.
- public_reply · Olivia Grant 18 Mar 2026 10:53I can see both the timesheet and mailbox connectors are returning authentication errors on their last sync attempts. The timesheet system is requiring updated credentials, and the mailbox provider has also made authentication changes. Can you provide the current API key for the timesheet system and the new authentication credentials from the mailbox provider?
- public_reply · Olivia Grant 18 Mar 2026 13:45We're working with our platform team to refresh the stored credentials for both connectors. In the meantime, can you get the new API key from the timesheet provider and the updated token from the mailbox provider? That will help us get things reconnected faster.
- public_reply · Holly Tranter 18 Mar 2026 15:07I've got the new credentials from both providers. The timesheet API key and the mailbox authentication token. Ready to provide them, how do you want me to send them?
- status_change · 23 Mar 2026 23:59