Support follow-up on the connector issue
Email thread Hollins Tarrant: documents · support
Bethan Lister picks up a report that the CRM connector is not bringing in the latest placement changes. Jenna Price's manual refresh ran without error, but numbers still look old, and she asks to keep it simple.
What was said
What this says
Current to 10 Oct 26Bethan Lister picks up a report that the CRM connector is not bringing in the latest placement changes. Jenna Price's manual refresh ran without error, but numbers still look old, and she asks to keep it simple.
Issue: the CRM connector feeding the placements pipeline is not picking up recent changes, so the team sees older figures than expected. Bethan has not reproduced the fault.
Customer view: Jenna refreshed, saw no error, and still finds the numbers old. She is unsure what to compare against and has little time to investigate.
Next: Bethan keeps the ticket open and asks for one placement that changed this week so she can check it end to end.
The thread
Updated 9 Oct 26Messages
Bethan Lister 16 Oct 2024 12:46Hi Jenna, Just so I've got this right: the CRM connector feeding your placements pipeline into the brain is not picking up the latest changes, and your team are seeing older figures than they expect. I've picked this up and have been through the connector logs on our side. Can you try this and tell me what you see? 1. Open the connector page in the brain. 2. Press the manual refresh on the CRM connector. 3. Send me the exact error text, if there is any, and a quick screenshot. I haven't reproduced the fault yet, so I don't want to guess at a cause until I've seen what your side shows. Thanks, Bethan
Jenna Price 17 Oct 2024 10:05Hi Bethan, Sorry for the slow reply, the team's stretched this week. I pressed refresh as you said and it ran without an error message that I could see. The pipeline numbers still look old to me, though I'll admit I'm not certain which ones I should be comparing against. I've attached nothing as I wasn't sure what to capture, sorry. Can we keep this one simple for now? I can look again properly when things calm down. Thanks, Jenna- Bethan Lister 18 Oct 2024 14:49Hi Jenna, No problem at all, thanks for trying it. Good to know the refresh ran clean. I've looked at the connector again from here and I'll keep the ticket open while I compare what your CRM holds with what the brain has indexed. That way you don't need to dig anything out. One small thing when you have a minute: pick a single placement you know changed this week and tell me its name. I'll check that one record end to end. I'll write again once I've something concrete to show you. Thanks, Bethan