Larkspire Software / BG-Demo – Onboarding
Callcompleted
Larkspire Software · 28 Jan 2026 09:00
The membership connector's record count went flat after the source system renamed two fields. Hamza remapped both, the sync resumed, and Kiran wants advance notice of future changes.
What was said
What this says
As at Fri 9 Oct 2026The membership connector's record count went flat after the source system renamed two fields. Hamza remapped both, the sync resumed, and Kiran wants advance notice of future changes.
What happened: Kiran raised a ticket because the membership record count had not moved since the weekend. Hamza found a mapping problem, not an outage: the status field and the renewal date field had both been renamed at source.
Customer view: Kiran preferred a slow, correct fix to a guess, and will ask the membership team to warn BG-Demo before renaming anything. He is engaged and caught the fault himself from the export.
Commercial: Hamza said the ticket was non-urgent and, on Starter, was handled within its business-hours response. Nothing on price or renewal came up.
Watch: This is the second status field change, so more source-side changes are likely. The ticket should close only once the next refresh shows the count moving.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to close the ticket once tomorrow's refresh completes and the count moves.
- Kiran to ask the membership team to tell BG-Demo before renaming any field.
- Hamza and Kiran to keep a note of what changed and when.
Risks
As at Fri 9 Oct 2026- Further field renames at source could stall the connector again without warning.
- Stale membership and renewal data would undermine trust in B-Viz.
Opportunities
As at Fri 9 Oct 2026- A change-notice process with the membership team would make the connector more dependable.
- Quick diagnosis and a careful fix show support quality to the customer.
Transcript
Kiran BassiMorning Hamza. Thanks for making time at short notice.
Hamza AkhtarMorning. Of course. You said there's a ticket?- Kiran BassiOne ticket, but it's a real one. The membership connector stopped picking up changes on Monday. The record count is flat.
- Hamza AkhtarFlat as in not moving at all?
- Kiran BassiFlat. Same number since the weekend. I checked twice.
- Hamza AkhtarThat's a good catch. A connector that stops loading usually means something changed on the source side. Did anyone touch the membership system?
- Kiran BassiYes. They changed the status field again. They told the membership team, but nobody told us. I found out from the export.
- Hamza AkhtarRight. Let me look at the connector log. Give me a minute.
- Kiran BassiTake your time. I'll make a coffee.
- Hamza AkhtarOkay, found it. The status field has a different name now, and the connector is still looking for the old one, so it returns no new records. It's not an outage, it's a mapping problem.
- Kiran BassiGood news, sort of. How long to fix?
- Hamza AkhtarThe fix is simple, a remap. But I want to check your list against the new export, so we don't miss a second field.
- Kiran BassiAgreed. Don't guess. I'd rather it's slow and right.
- Hamza AkhtarLet's look at the export. Share your screen?
- Kiran BassiSharing now.
- Hamza AkhtarFound another one. The renewal date field has moved too. Two fields changed, not one.
- Kiran BassiBrilliant. Of course.
- Hamza AkhtarNot your fault. Let's remap both, then re-run the sync.
- Kiran BassiOkay. Can we keep the old mapping for a day, in case the membership team changes something else?
- Hamza AkhtarYes. Keep a note of what changed and when. That's the useful bit for next time.
- Kiran BassiAgreed. I'll ask the membership team to tell us before they rename anything, even if they think it's trivial.
- Hamza AkhtarThat's the right ask. Written action, if you like: membership changes come to us before they go live.
- Kiran BassiYes, put it in the notes.
- Hamza AkhtarRe-running the sync now. Give it a few minutes.
- Hamza AkhtarRecords are coming through. The count is moving, and the renewal dates look right on the sample.
- Kiran BassiLet me check. Yes, the status shows as active on the three I know. Good.
- Kiran BassiSo can we close the ticket? I'd like to tell the team.
- Hamza AkhtarClose it once the next refresh completes. Tomorrow's refresh, before seven, should show the full picture. If it does, close it.
- Kiran BassiOkay. I'll note it: close once tomorrow's refresh completes and the count moves.
- Hamza AkhtarOn response, this was a non-urgent ticket, which on Starter is measured in business hours. We were inside that, so no concern there.
- Kiran BassiGood. I'd rather know than guess.
- Hamza AkhtarAnything else before I go?
- Kiran BassiNo, I think that's it. Thanks Hamza.
- Hamza AkhtarThank you. Speak soon.
- Kiran BassiBye.