Following up on your support request
Email thread Fenmoor Specialty Underwriting: documents · support
Callum Reid reported oversight figures that disagreed with the source systems and asked by when he would get an answer. Bethan Lister reproduced it, said the source was corrected and asked him to confirm. No customer reply after that.
What was said
What this says
Current to 10 Oct 26Callum Reid reported oversight figures that disagreed with the source systems and asked by when he would get an answer. Bethan Lister reproduced it, said the source was corrected and asked him to confirm. No customer reply after that.
Ask: Callum Reid showed that the view and chat agree with each other but not with the submissions system, so the fault was in the underlying data. He needs it right before capacity providers ask, and asked by when he would hear.
Customer view: He was pressed but cooperative, and sent the screenshots as asked. His concern is what he can tell the syndicates.
Next: On 23 Apr 2025 Bethan Lister said the source had been put right and asked him to check the view the next morning. The thread holds no customer response to that, so the fix is unconfirmed by him.
The thread
Updated 9 Oct 26Messages
Bethan Lister 16 Apr 2025 11:20Hi Callum, I've picked up your support request this morning and wanted to come to you directly rather than leave you waiting on the ticket page. Just so I've got this right: the figures in your oversight view don't match what your team is seeing in the source systems, and it's showing up at the start of the working day. Is that the whole of it, or is there more than one view affected? To help me reproduce it, can you try the following and tell me what you see? 1. Open the view your underwriters use first thing and note the time shown in the "last refreshed" line. 2. Run the same question in chat and tell me whether the answer matches the view. 3. Send me a screenshot of both, with any error text exactly as it appears. I haven't confirmed a cause yet and I don't want to guess at one until I've seen it for myself. Thanks, Bethan
Callum Reid 16 Apr 2025 12:57Bethan, Thanks for coming straight to me. Done as asked, screenshots attached. The view and the chat answer agree with each other. They both disagree with what my team sees in the submissions system. So it's the data underneath, not the dashboard. What I need is for it to be right before the syndicates start asking questions. That's a capacity-provider question and I can't give them "we're looking into it". By when can you tell me what's happening? Callum- Bethan Lister 23 Apr 2025 12:24Hi Callum, Just to follow up on last week. Thanks for the screenshots, they were exactly what I needed. That let me reproduce what you were seeing and pass it to the engineers with the evidence attached. The source feeding that view has been put right and the refresh has run cleanly since. Can you check the view first thing tomorrow and tell me whether it matches your team's numbers? I'd like to hear it from you before I close the ticket, as I never close one without asking. If anything looks off, reply here with the time you looked and I'll pick it straight back up. On 16 Apr 2025, at 12:57, Callum Reid wrote: > What I need is for it to be right before the syndicates start asking questions. I understand, and I'm glad it's behaving now. Thanks for being so quick with the detail. Thanks, Bethan