Help getting sponsor data loaded during onboarding

Ticketclosed

Quabbin Clinical Research · Help getting sponsor data loaded during onboarding

Rachel Feldman said invoices are missing for some sponsors during onboarding, though studies, issues and calls are loading. Olivia Grant took the ticket and asked for one sponsor to check the finance sync.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Rachel Feldman said invoices are missing for some sponsors during onboarding, though studies, issues and calls are loading. Olivia Grant took the ticket and asked for one sponsor to check the finance sync.

Problem: sponsor, study and finance teams need invoices alongside studies and calls, and invoices are missing for some sponsors.

Handling: Olivia Grant replied on 7 May 2026 asking for one sponsor where it happens and said she would not guess a cause before looking.

Watch: the ticket was solved on 8 May 2026 and closed on 12 May 2026, but the record does not show a cause or a completion date for the invoice feed. The customer said colleagues are asking her and she has no answer.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryonboarding

Channelemail

First response (min)129

CSAT4

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created · Rachel Feldman 7 May 2026 13:13
Hello, we are now a few weeks into onboarding and I am concerned about where we are. Our sponsor-relationship, study-management and finance teams each need to see a sponsor's studies, issues, calls and invoices together, which is the whole reason we bought Enterprise. At the moment the studies, issues and calls are coming through, but invoices are missing for at least some sponsors. We have checked the sources on our side and they look connected. Could someone tell me what is holding this up and when we can expect it to be complete? My colleagues are asking me and I do not have a good answer yet. Rachel
Public reply · Olivia Grant 7 May 2026 15:22
Hello Rachel, thanks for raising this, and I am sorry it is causing trouble for your teams. I have taken this on. Just so I have got this right: studies and issues show for each sponsor, but invoices are missing for some of them, is that correct? Could you tell me one sponsor where it is happening and what you see on that sponsor's page? Once I know that, I can check the sync for the finance source and tell you what I find. I am not going to guess at a cause before I have looked. Thanks, Olivia
Status change · Olivia Grant 8 May 2026 11:14
Status change · 12 May 2026 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

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Data	Records
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Email threads	3,882
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