Unable to sync tenant records

Ticketclosed

Tidecombe Housing · Unable to sync tenant records

Blank error blocking tenant record updates from CRM. Root cause was field mapping issue linked to customer's recent postcode formatting changes. Resolved when customer identified source.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Blank error blocking tenant record updates from CRM. Root cause was field mapping issue linked to customer's recent postcode formatting changes. Resolved when customer identified source.

Problem: Blank error on tenant record updates was blocking customer workflow. Handling: BG-Demo support asked for specifics, checked logs to find tenant ID field empty due to customer's CRM changes. Customer confirmed postcode format change was likely culprit. Watch: Field mapping errors may recur if customer makes further structural CRM changes without notice.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorybug

Channelemail

First response (min)100

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Trail

created · Ravi Riley 23 Jan 2026 09:14
We've been trying to update tenant records in the brain from our CRM but keep hitting a blank error. Multiple users have encountered this. It's blocking our workflow.
Public reply · Olivia Grant 23 Jan 2026 10:54
Hi Ravi, thanks for reporting this. Just so I've got this right, you're seeing a blank error on updates? Can you tell me which fields you're trying to change and how many records are affected?
Internal note · Olivia Grant 27 Jan 2026 16:44
Checked the logs. Connector mapping shows an issue with the tenant ID field - it's empty. May be linked to recent CRM changes on their side.
Public reply · Ravi Riley 27 Jan 2026 16:51
We made changes to how postcodes are formatted in our system recently. That's likely the culprit.
Status change · Olivia Grant 13 Feb 2026 15:49
Status change · 17 Feb 2026 23:59

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

Help & Support

Open as a page

Help & Support

B-Glass 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-Glass 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-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

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-Glass is the tool that reads its data.

Who to contact

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

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