Following up on your support ticket

Hi Tariq, I've picked up your ticket about the overnight load finishing later than usual. Just so I've got this right: the refresh was still running when your team started work, and the data looked a day behind for part of the morning. Is that correct? I have looked at last night's run on our side and it completed normally. To help me reproduce what you saw, can you try this and tell me what you see? First, open the connector status page and note the last successful load time for each source. Second, run a question you know the answer to and check whether the answer matches the source system. Third, send me the exact error text if anything shows as failed or delayed. Please don't send any member details by email. The load times and the wording of any message are all I need. Thanks, Bethan

Hi Bethan, Thanks for the quick response. Yes, that is the right picture. I'll check last night's load properly in the morning, but I had a quick look just now and the last successful load times on the status page all look sensible this evening. I ran a test question against the policy source and it matched what I see in the source system. Nothing is showing as failed or delayed at the moment. I don't want to guess at a cause, so I'll keep an eye on it over the weekend and tell you if it comes back. Thanks, Tariq

Hi Tariq, Thanks for checking. I looked at the loads over the weekend and this morning and they all finished in good time, so I can't reproduce the late run. I'd rather not guess at a cause until I have seen it happen, so I'll leave the ticket open for now. Can you tell me whether this morning's data looked right to your team? If it did, I'll ask you to confirm and then close it. If it happens again, send me the load times from the status page and I'll look at it straight away. Thanks, Bethan