Hollins Tarrant / B-Brain – Escalation
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Hollins Tarrant: documents · 2026-03-17 15:30
Four high priority tickets trace to a placements mapping still pointing at old CRM field names after a migration. The sync completes but loads nothing for placements. Fix awaits field names and a permissions check from Jenna Price.
What was said
What this says
Current to 10 Oct 26Four high priority tickets trace to a placements mapping still pointing at old CRM field names after a migration. The sync completes but loads nothing for placements. Fix awaits field names and a permissions check from Jenna Price.
What happened: Dominic Hale took ownership. Arjun Nair reproduced the fault: the nightly sync completes but the placements object returns zero new records because the mapping uses old field names.
Customer view: Jenna said it has been a bit much, and that consultants see placements a week out of date. She apologised repeatedly and said the team is stretched.
Commercial: Marcus Bell admitted the flat records indexed should have been caught in February, and Jenna said she asked to park it. Stale data on a Starter account is a value and renewal risk.
Watch: Jenna was to get field names and confirm permissions by five. Dominic committed to an update by 17:00, and Arjun gave no fix date.
Themes
Current to 9 Oct 26Theme
Placements connector mapping fault
Importance
complaint
Sentiment
negative
Voice
champion
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jenna Price sends the new placements field names and confirms integration user permissions today.
- Dominic Hale updates the ticket by 17:00 today.
- Arjun Nair prepares the mapping change and Marcus Bell reviews the placements numbers with Jenna once loaded.
Risks
Current to 9 Oct 26- Placements data is stale after the CRM migration, so consultants may lose trust in the brain.
- The fix depends on Jenna and an IT colleague supplying field names and permissions.
- Earlier warning signs in February went unaddressed, which weakens confidence ahead of renewal.
Opportunities
Current to 9 Oct 26- A clean, quick fix with Marcus walking through the caught-up numbers can rebuild confidence.
Transcript
Jenna Price NoneHi, sorry, sorry, I'm late. I'm here now. Can you hear me?
Dominic Hale NoneWe can, Jenna, thanks for joining. Good afternoon. I'm Dominic, I lead support here. Marcus you know, and Arjun's our engineer who's been in the logs. Let me say what's confirmed and what isn't, so we're all on the same page.- Dominic Hale NoneWhat's confirmed: you've raised four high priority tickets in the last few weeks, and they're all about the same thing, the placements data not coming through from your CRM. What's not confirmed yet is whether anything on our side was the original trigger. I've taken ownership of this, so you've got one name, mine.
- Jenna Price NoneThank you. Honestly it's been a bit much. The consultants say the placements are a week out of date, and I'd rather not have to keep explaining it. Sorry. I know I've sent four tickets.
- Dominic Hale NonePlease don't apologise, that's what they're for. Arjun, do you want to say where you've got to?
Arjun Nair NoneYes. Jenna, can I have a failing example? One client, one placement that should be there and isn't.- Jenna Price NoneEr. One of the engineering clients. A placement that went in last week, it's in Salesforce, but if you ask the brain it says nothing. I've put the client name in the latest ticket.
- Arjun Nair NoneGot it. I can reproduce this. The nightly sync runs, it completes, but the placements object comes back with zero new records. The query is being rejected on a field that doesn't exist in the new set-up.
- Jenna Price NoneOh. That'll be the field names. We changed some of them in the migration. Sorry, I should have said.
- Arjun Nair NoneRoot cause is the mapping. It still points at the old names for placements. Everything else is loading, clients and tickets are fine, which is why it looked healthy.
Marcus Bell NoneThat fits what I could see, Jenna. The connector shows as loading but the records indexed for the placements are flat. I should have caught it sooner when we spoke in February, and I'd have pushed harder on that engineering half hour.- Jenna Price NoneNo, that was me. I said to park it. It's just the team's stretched, I'd have no time to do it even now.
- Dominic Hale NoneUnderstood. So here's what we know and what we need. We need the new field names for the placements object, from whoever set up the new CRM. Is that you?
- Jenna Price NoneMe, mostly. Or a colleague in IT did some of it. I can ask them.
- Arjun Nair NoneWorth checking on your side that the integration user can still read the placements object. If permissions changed in the move, we'd see the same symptom.
- Jenna Price NoneRight. I can check that. Can we maybe do it tomorrow? I'm so behind.
- Dominic Hale NoneJenna, I'd rather not leave it until tomorrow if we can help it, because every night it's out the gap gets bigger. If you can get me the field names and confirm the permissions today, Arjun can make the change this afternoon. What's realistic?
- Jenna Price NoneLet me message our IT colleague now. I can have something by five, I think. Sorry.
- Dominic Hale NoneThat's fine. Here's what I'll do. I'll write it up in the ticket as it stands, and my next update is by 17:00 today, whether or not we've heard from you, so you're not left chasing us.
- Marcus Bell NoneAnd Jenna, once it's through, I'll go through the placements numbers with you so you can show the consultants it's caught up. I can't give you a date for the engineering fix itself, that's Arjun and Dominic's to say, but I'll be there for the follow-up.
- Arjun Nair NoneI'll prepare the mapping change now so it's ready to go. I won't give a date until it's tested against a failing example. When I have the names, the change is small.
- Jenna Price NoneOkay. Thank you all. Sorry for the mess.
- Dominic Hale NoneIt's not a mess, it's a mapping. We'll get it sorted. Thanks, Jenna. Next update by 17:00.
- Marcus Bell NoneThanks everyone. Speak soon.
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