Data Freshness – Dashboard not refreshed
Ticketclosed
Fenmoor Specialty Underwriting: documents · Data Freshness – Dashboard not refreshed
Claims system data stale after 22 Jul 2026 07:00 refresh failure. Connector hung during sync. Callum Reid needed realistic timeline to brief capacity providers; support escalated to platform team for investigation.
What happened
What this says
Current to 10 Oct 26Claims system data stale after 22 Jul 2026 07:00 refresh failure. Connector hung during sync. Callum Reid needed realistic timeline to brief capacity providers; support escalated to platform team for investigation.
Problem: After the 22 Jul 2026 07:00 refresh, the claims system connector failed to load while submissions data remained current, leaving claims records stale. Callum Reid identified the issue at 07:15 and needed a timeline to brief capacity syndicates on fix urgency.
Handling: Bethan Lister gathered diagnostic detail and escalated to Kieran Walsh on the platform team for root cause investigation. First response was 54 minutes. Ticket marked solved 24 Jul 2026 but remained open until 28 Jul 2026.
Details
Updated 9 Oct 26Trail
created · Callum Reid 22 Jul 2026 11:07What I need is urgent action on the underwriting dashboard. Yesterday's 07:00 refresh didn't complete. We're showing claims records from the day before when they should be current. I pulled this overnight for a capacity provider question so this is live. By when can we expect a fix? Callum- public_reply · Bethan Lister 22 Jul 2026 12:01Thanks for flagging. Just so I've got this right – yesterday's 07:00 refresh didn't run, and the claims data in the dashboard is stuck on the day before. Can you tell me: 1. Did you see an error message in the brain, or is the dashboard just showing old data? 2. Which connectors aren't fresh – is it the claims system, the submissions data, or both? 3. When did you first notice it? I've picked this up and we'll get to the bottom of it. Thanks, Bethan
- public_reply · Callum Reid 22 Jul 2026 13:36No error message – the dashboard just sits on old data from the day before. The submissions connector looks current enough. It's the claims system that's stale. I spotted it at 07:15 when I checked before the daily standup. Callum
- internal_note · Bethan Lister 24 Jul 2026 11:13Escalated to Kieran. Claims connector hung during the refresh – failed to load. Checking logs for root cause.
- public_reply · Bethan Lister 24 Jul 2026 12:01Thanks for that detail. I've escalated this to Kieran on the platform team – he's looking at the logs from the refresh to find out why the claims connector didn't load. I'll update you as soon as we have a fix. Thanks, Bethan
- public_reply · Callum Reid 24 Jul 2026 13:12Understood. Just need a realistic timeline so I can either tell the syndicates it's a quick patch or a delayed fix. By when? Callum
- status_change · 28 Jul 2026 23:59