Helpdesk ticket status not syncing correctly

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Carrowkeel Software: documents · Helpdesk ticket status not syncing correctly

Siobhán Nolan reported that closed helpdesk tickets were showing as open in the brain, causing report inaccuracy. Olivia Grant investigated and found that the helpdesk connector was polling correctly but the status field mapping failed because status values changed in the source system.

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What happened

What this says

Current to 11 Oct 26

Siobhán Nolan reported that closed helpdesk tickets were showing as open in the brain, causing report inaccuracy. Olivia Grant investigated and found that the helpdesk connector was polling correctly but the status field mapping failed because status values changed in the source system.

Problem: Data quality issue affecting reporting accuracy. Closed tickets not syncing their updated status. Handling: Olivia identified the root cause through sync logs: status values in the helpdesk system changed after initial sync, breaking the mapping. She escalated to Ewan Pryce. Watch: This is a data quality issue affecting active reporting. The ticket was not fully resolved within the shown conversation.

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

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Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_quality

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First response (min)101

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created · Siobhán Nolan 22 Oct 2025 08:51
We've noticed that some of the ticket data isn't syncing properly. Closed tickets from our helpdesk are showing as open in the brain. This is causing our reports to be inaccurate.
public_reply · Olivia Grant 22 Oct 2025 10:32
Hi Siobhán, thanks for flagging that. I can see how that would mess with your reporting. Can you give me an example of a ticket that's showing incorrectly? I'll check what's happening on our end.
internal_note · Olivia Grant 22 Oct 2025 14:25
Checked the sync logs. Helpdesk connector is polling closed tickets correctly, but the status field isn't mapping through. Root cause is the status values changed in the helpdesk system post-sync. Escalating to Ewan.
status_change · Olivia Grant 23 Oct 2025 17:09
status_change · 27 Oct 2025 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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Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
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Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
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Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
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Data	Records
Organisations	150
People at customers	573
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Calls	1,382
Email threads	2,122
Support tickets	789
Documents	850
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Invoices	187
Events	49
News items	84

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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