Two site groups missing from incident feed after code list change

The incident connector is loading, but two of our site groups have had no incidents showing since the weekend. The records are there on our side, I've checked the source. The logs on the B-Viz side show the sync running with no error, so either it's skipping them or something upstream has changed. The only change I know of is that we moved those sites onto a new incident code list last week. Our control room is using the new codes now, so we can't go back. Two of our account managers have been asking for the feed every morning, and I've had to say we're looking into it, which I don't like saying. Can we get a straight answer on what's happening before the next shift? Sharon

Hi Sharon, thanks for the detail, and sorry it's been hanging over your mornings. We've looked at the sync logs. The connector is completing without errors, but the filter is still only matching the old code list. I'm passing this to the engineering side to check the mapping. Could you send one example of a missing incident, with its site and its code? That will speed things up a lot. Olivia

Filter on the incident source only matches the legacy codes. The new codes were added after the change but the mapping table was not updated. Two site groups affected, both on new codes. Asked Arjun to confirm whether this needs a mapping update or a config change. Customer wants an answer before the next shift, so flag it if engineering can't deliver today. Not a freshness issue: records index correctly once they match.

Here's one. Site group B, an incident from earlier this week, and the code is on the new list. It's not showing in search. Any news? Sharon

Thanks, that's exactly what we needed. Engineering has found the mapping gap and a fix is going out. Once it's live, the missing incidents should come through on the next sync. We'll confirm on this ticket once we've seen them land. Please don't re-send the old ones, we'll pick them up. Olivia