Connector not loading new records
Ticketclosed
Larkspire Software · Connector not loading new records
Helpdesk connector shows connected but has indexed no new records since the last sync. Closed 25 Sep 2026 after a first response of 755 minutes.
What happened
What this says
As at Fri 9 Oct 2026Helpdesk connector shows connected but has indexed no new records since the last sync. Closed 25 Sep 2026 after a first response of 755 minutes.
Problem: The helpdesk connector stopped picking up new tickets, so answers were out of date. Records indexed were flat since the last sync.
Handling: Olivia Grant asked whether the helpdesk account or access details had changed. The internal note says the cause was not confirmed.
Watch: The first response took 755 minutes, which the evidence does not show against a tier. The ticket was closed on 25 Sep 2026, but the evidence does not show the root cause.
Details
Updated 9 Oct 26Trail
created · Kiran Bassi 15 Sep 2026 10:26Hi, the helpdesk connector in B-Viz has stopped picking up new tickets. The newest ones showing are from a few days back, so the answers our team gets are out of date. We haven't knowingly changed anything on our side, but someone may have. Could you take a look? Thanks, Kiran- Internal note · Olivia Grant 15 Sep 2026 13:44Connector shows as connected but records indexed are flat since the last sync. Looks like the helpdesk credentials or scope may have changed, not confirmed. Will loop in Ewan if the logs don't show a cause. Customer not told yet.
- Public reply · Olivia Grant 15 Sep 2026 23:01Hi Kiran, thanks for reporting this. We can see the connector is still connected at our end, but no new records have come through since the last sync. We're looking into the cause and will come back to you with what we find. In the meantime, could you tell me whether anyone has changed the helpdesk account or its access details recently? Olivia
- Status change · 25 Sep 2026 23:59