Care incident records stopped updating

Ticketclosed

Commondale Care · Care incident records stopped updating

Incident records stopped appearing in B-Viz after the customer's IT team changed a folder name. The connector still showed as connected.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

Incident records stopped appearing in B-Viz after the customer's IT team changed a folder name. The connector still showed as connected.

Problem: The care home incident connector stopped loading new records while settings showed it as connected. Handling: Bethan asked for a sync and Kayleigh reported an export file not found error. First response took 199 minutes on a normal priority connector ticket, and the ticket was solved 19 Sep 2024. Watch: The evidence does not show whether the folder path was updated in the connector after the IT change.

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

AImade from

Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)199

CSAT5

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Trail

created · Kayleigh Pounder 16 Sep 2024 11:07
Hello, the incident records from the care home incident system have not appeared in B-Viz for a while. The connector still shows as connected in settings, but the newest incident I can find on the pages is from last week. Could someone take a look? Kind regards, Kayleigh Pounder
Public reply · Bethan Lister 16 Sep 2024 14:26
Hi Kayleigh, thanks for the detail. Just so I've got this right: the connector shows as connected, but the record count has stopped moving? Can you press sync on the connector page and tell me exactly what you see? Thanks, Bethan
Public reply · Kayleigh Pounder 18 Sep 2024 15:01
Hi Bethan. I pressed sync and got a message saying the export file was not found. Our IT team changed the folder name at the weekend. Kayleigh
Status change · Bethan Lister 19 Sep 2024 14:16
Status change · 23 Sep 2024 23:59

Helpdeskmade from

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

Help & Support

Open as a page

Help & Support

B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

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