Lornefield Pensions Administration / BB-Demo – Onboarding
Callcompleted
Lornefield Pensions Administration · 2023-04-27 14:45
Craig Paterson reported the helpdesk connector amber with older tickets missing, and the accounting connector blocked on finance. Rollout to managers is held by Imogen until ticket history is complete. Usage is very low.
What was said
What this says
Current to 13 Oct 26Craig Paterson reported the helpdesk connector amber with older tickets missing, and the accounting connector blocked on finance. Rollout to managers is held by Imogen until ticket history is complete. Usage is very low.
What happened: Craig reported the call recorder connector green, the helpdesk connector amber and partial, and the accounting connector not yet added. He thinks the missing records are older tickets closed before the new year, and leans towards a timeout on larger pulls.
Customer view: Craig wants any historical reload agreed in advance and finished before 07:00. He said "Half done in the morning is what I can't have." He does not decide rollout; Imogen wants managers on only once history is complete.
Commercial: Usage is still very few people, which is adoption risk on the subscription. The accounting connector waits on a read-only login from finance, and Tobias Renwick committed to write a short access note.
Watch: Craig was clear the rollout decision sits with Imogen, so Tobias must ask her directly. A broken or incomplete source delays adoption.
Themes
Current to 9 Oct 26Theme
Helpdesk connector partial load
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Craig Paterson to send the screenshot and log extract to Tobias Renwick the same day.
- Tobias Renwick to review batch size and propose an evening for the historical load.
- Tobias Renwick to send two lines on read-only access for finance and speak to Imogen Hartley about the first managers.
Risks
Current to 9 Oct 26- The helpdesk connector is incomplete, so older tickets are missing from the brain.
- Rollout to managers is held back until ticket history is complete, so usage stays very low.
- The accounting connector is blocked on a read-only login from the customer's finance team.
Opportunities
Current to 9 Oct 26- Once history is complete, Imogen may bring the first managers on, which would lift questions asked.
Transcript
Craig Paterson NoneHello, Tobias. Can you hear me? My headset's been temperamental this afternoon.
Tobias Renwick NoneClear as anything. Good afternoon, Craig. Thank you for making time.- Craig Paterson NoneNo bother. I'd put the kettle on but it's gone quarter to three and I'll only regret it later.
- Tobias Renwick NoneWise. Shall we start with what the admin console says? You usually have it open before I've finished the greeting.
- Craig Paterson NoneI do. So, the call recorder connector is showing green, last refresh completed overnight. The helpdesk connector is amber. It says partial. And the accounting system one isn't added yet, because I'm still waiting on finance.
- Tobias Renwick NoneRight. Amber on the helpdesk, then. What does it say in the detail?
- Craig Paterson NoneJust to flag, it says the refresh finished but not every record was picked up. It's not failed, it's incomplete. I've got a screenshot and the log extract and I'll send them to you after this, I'm not going to describe it badly from memory.
- Tobias Renwick NoneI appreciate that. It's much easier to reason about a log than a description. Do you have a feel for which records are missing?
- Craig Paterson NoneLooks like the older tickets, the ones that were closed before the new year. The recent ones are all there. That's my reading, mind. I haven't gone through them one by one.
- Tobias Renwick NoneThat's a useful pattern. The honest answer is that I don't yet know whether it's a limit in how far back the connector reads by default, or a timeout on the larger batches. I would not want to guess, and I certainly wouldn't blame your data for it. If it's the platform, it's ours to fix.
- Craig Paterson NoneAye, I'd lean towards the timeout. I've seen that connector timing out again on the bigger pulls. But that's from before, on a different system, so I'll not hold you to it.
- Tobias Renwick NoneFair. Once I have the log I'll look at the batch size, and if it's the timeout we can split the historical load into smaller pieces. Would you be comfortable with that running in the evening?
- Craig Paterson NoneThat's the bit I wanted to talk about. I'd want the window agreed in advance, and told when it starts, not after. If I get a surprise message from a relationship manager asking why the ticket numbers have gone up, I'd like to have seen it coming.
- Tobias Renwick NoneUnderstood. So, what if we agree one evening, I tell you before it starts, and the load is finished well before 07:00 so nothing is half done when people arrive? The trade-off is that if it overruns, we stop and carry on the next evening, rather than push through.
- Craig Paterson NoneStopping and carrying on is fine. Half done in the morning is what I can't have.
- Tobias Renwick NoneAgreed, then. I'll propose an evening once I've seen the log.
- Craig Paterson NoneSorry, one second. I was just checking the field sheet I promised Imogen. The custom fields on the member tickets, they're all coming through, by the way. Even on the recent ones.
- Tobias Renwick NoneThat's good news, and a relief. It means the problem is about volume and age, not about the shape of the data.
- Craig Paterson NoneAye, so it seems.
- Tobias Renwick NoneCan I ask about usage? From what I see, there are still very few people logging in. Is that deliberate?
- Craig Paterson NoneIt is, mostly. Imogen wants the managers on only once the ticket history is complete. She doesn't want them to try it and find gaps. And, if I'm honest, that's not my call. I run the connectors, I don't decide who's rolled out to.
- Tobias Renwick NoneNo, understood, and I'd not ask you to. I'll raise it with Imogen separately. I only mention it because the brain gets more useful the more people put questions to it, and I'd like the first few managers to see it before the end of the month, if she's happy.
- Craig Paterson NoneShe'll want to be asked directly. I'd not want to put words in her mouth.
- Tobias Renwick NoneOf course. Now, the accounting system. What are we waiting for on that?
- Craig Paterson NoneA colleague in our finance team has to create a read-only login. She's said she'll do it, but there's a month-end in the way. I've asked twice. I'll ask again, politely.
- Tobias Renwick NoneThank you. If it helps, I can write two lines describing exactly what access is needed, and that it's read-only. Sometimes it's easier for the person to say yes when the request is that small.
- Craig Paterson NoneThat'd help a great deal. She'll want it in plain words, and she'll want to know it can't change anything.
- Tobias Renwick NoneThen that's what I'll write. Anything else on your list?
- Craig Paterson NoneOnly that I'll keep an eye on the helpdesk connector until we've sorted it, and I'll tell you if it goes red. Otherwise, no.
- Tobias Renwick NoneThen to recap. You send me the screenshot and the log extract today. I look at the batch size and propose an evening for the historical load. I send two lines for your finance colleague. And I speak to Imogen about when the first managers come on.
- Craig Paterson NoneThat's it. Right, I'll let you get on.
- Tobias Renwick NoneThanks, Craig. Speak soon.
- Craig Paterson NoneCheers. Bye.
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