Account totals not updating correctly
Ticketclosed
Brackwell Freight Ltd: documents · Account totals not updating correctly
Dashboard showed mismatched account totals compared to CRM source data; customer cleared cache and tried multiple browsers without resolution; issue affected four specific retail accounts.
What happened
What this says
Current to 10 Oct 26Dashboard showed mismatched account totals compared to CRM source data; customer cleared cache and tried multiple browsers without resolution; issue affected four specific retail accounts.
Problem: Customer reported dashboard account totals were lower than live CRM figures, affecting critical visibility. Ticket remained open from 23 Oct 2024 to 18 Nov 2024. Handling: First response came 504 minutes after report, well below any service level threshold. Customer self-diagnosed the issue to four retail accounts, suggesting a pull logic problem specific to that subset rather than system-wide.
Details
Updated 9 Oct 26Trail
created · Aisha Rahman 23 Oct 2024 14:54Hi, Just flagging something I noticed this morning. The account dashboard is showing numbers that don't match what we pulled from the CRM directly – they're quite a bit off. I've already tried the usual checks: cleared the cache, relogged in, tried a different browser. Still the same issue. Is it me or is the brain showing stale data? I've attached a screenshot showing the discrepancy. Let me know what else you need. Thanks, Aisha- public_reply · Bethan Lister 23 Oct 2024 23:18Thanks for the detailed report. Just so I've got this right – the dashboard is loading fine but the account totals aren't matching what you see in the CRM. Can you confirm: 1. When did you last see the numbers correct? 2. Are the missing records showing as "no data" or displaying wrong values? 3. Is it every account or just a few specific ones? Once I've got that, I can dig into the refresh logs. Thanks, Bethan
- public_reply · Aisha Rahman 25 Oct 2024 10:11Thanks for coming back to me. To answer your questions: 1. The numbers looked fine on Monday morning, so it happened sometime between then and Tuesday. 2. They're not showing as missing – they're just wrong. The counts are lower than they should be, but it's not a blank field. 3. Just the four main retail accounts we track, not all of them. I've checked the raw data in our CRM and they've got the right figures, so something's off with how the brain is pulling them through. Thanks, Aisha
- status_change · 22 Nov 2024 23:59