Ovenden Software / BG-Demo – Onboarding
Callcompleted
Ovenden Software · 24 Jun 2024 14:00
Onboarding call where the helpdesk feed stopped indexing new tickets after the helpdesk renamed a field. Louise Sutcliffe said they pay for B-Viz to flag quiet feeds. Callie Brennan will remap and test this week.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call where the helpdesk feed stopped indexing new tickets after the helpdesk renamed a field. Louise Sutcliffe said they pay for B-Viz to flag quiet feeds. Callie Brennan will remap and test this week.
What happened: The helpdesk feed stopped loading new tickets. Callie Brennan found the helpdesk had renamed the category field, so the feed was looking for the old name and indexing nothing new.
Customer view: Aaron Crowther learned of it only because the numbers stopped moving. Louise Sutcliffe said it bothers her, since they are paying for B-Viz to tell them when things go quiet.
Commercial: This is a value risk on the subscription. A broken connector also breaks search, which only knows what the feed has indexed. Callie proposed scheduled connector checks, and the alert will go to Aaron and Louise.
Watch: Callie would not commit to a time beyond this week. The feed goes live only after Aaron checks the test result.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie remaps the category field, runs a test refresh on it and sends Aaron the result.
- Aaron checks the result before the feed goes live.
- Callie sets up the flat-feed alert to Aaron and Louise.
Risks
As at Fri 9 Oct 2026- The customer was not alerted when the feed went flat, which undermines the value they expect from B-Viz.
- Search stays incomplete until the feed is fixed, because it only knows what the feed has indexed.
- The fix has no firm time beyond this week.
Opportunities
As at Fri 9 Oct 2026- Scheduled connector checks and alerts to Aaron and Louise could show the customer that quiet feeds are caught.
Transcript
Callie BrennanAfternoon both. Right, I've put the agenda in the chat. Mainly the helpdesk feed, which has gone quiet, and then the how-to questions.
Aaron CrowtherYeah, it's gone flat. It's not loading the new tickets since last week. I think someone changed a field on the helpdesk side.- Callie BrennanThat's the classic. A feed goes flat when something changed underneath it. Did anyone tell you about the change?
- Aaron CrowtherNobody told me. I found out because the numbers stopped moving.
Louise SutcliffeThat's the bit that bothers me. We're paying for this to tell us when things go quiet.- Callie BrennanFair, and it's the reason I'd like the connector checks on a schedule. Let me look at the feed. What I need from your side is the admin login for the helpdesk, in writing, through the secure form.
- Aaron CrowtherI've got it. I'll send it through the form now.
- Callie BrennanRight, I can see it. The helpdesk renamed the category field. The feed is looking for the old name, so it's indexing nothing new. That maps cleanly to the fix, I think, but I'm checking it before I say anything more.
- Aaron CrowtherSo it's a simple fix?
- Callie BrennanSimple in the end. I'll remap it, run a test refresh on the category field only, and tell you the result before anything goes live.
- Louise SutcliffeGood. How long will that take?
- Callie BrennanI'd rather not give you a time I can't keep. Let's say this week, and I'll confirm when the test is done.
- Louise SutcliffeNow the other one, the how-to. People keep asking how to find a ticket by its category. I'd like to show them, but I'm not sure how to pitch it.
- Callie BrennanRight, the search is fine for that. You type the category name in the search bar, and it pulls the tickets, then you open the page and see the usage next to it.
- Aaron CrowtherDoes it show the usage, or do you have to jump to another page?
- Callie BrennanIt shows the usage on the same page, that's the bit people like. But the category name has to match the helpdesk exactly, which is why the feed matters.
- Louise SutcliffeRight, so the broken feed also breaks the search.
- Callie BrennanYes, the search only knows what the feed has indexed. Which is the bit I'd like fixed first.
- Aaron CrowtherCallie, I've been thinking. Who gets the alert when a feed goes flat? I don't want it landing only on me.
- Callie BrennanGood question. We'll set the alert to go to you and to Louise, and I'd like a second name on it too.
- Louise SutcliffeMe is fine. I'll be the second name.
- Callie BrennanRight, next steps. Aaron, the admin login is in the form, I've got it. I run the test on the category field, send you the result, and the feed goes live after you've checked it.
- Aaron CrowtherOkay. Sounds good.
- Louise SutcliffeThanks Callie. Good work.
- Callie BrennanThanks both. Bye for now.
- Aaron CrowtherBye.