Nightly refresh not completing
Ticketclosed
Brackwell Freight Ltd: documents · Nightly refresh not completing
Refresh did not complete by 07:00 on 2026-07-21, affecting Brackwell's Tuesday operations review. An internal note on 2026-07-22 indicated a regression in the update cycle.
What happened
What this says
Current to 11 Oct 26Refresh did not complete by 07:00 on 2026-07-21, affecting Brackwell's Tuesday operations review. An internal note on 2026-07-22 indicated a regression in the update cycle.
Problem: Aisha Rahman raised a high-priority issue on 2026-07-21 that the nightly refresh was not completing by 07:00. Her operations team was working with stale data affecting their ability to spot at-risk contracts. Handling: Bethan confirmed on 2026-07-21 that the issue was widespread across multiple customers, not specific to Brackwell. An internal note on 2026-07-22 indicated a regression in the update cycle in testing. Watch: First response time was 101 minutes. This is an availability failure affecting a business-critical daily review.
Details
Updated 9 Oct 26Trail
created · Aisha Rahman 21 Jul 2026 15:19Hi, I'm raising this as high priority because our Tuesday morning operations review ran against stale data. The refresh didn't complete by 07:00 as it should have, so the brain was still showing data from Monday. The depot managers were working with incomplete information about account status, recent calls, and tickets – which is the whole reason we brought the brain in. It's now impacting our ability to spot at-risk contracts. Is this a widespread issue on your side or something specific to our account? And what's the timeline to get the data current? Thanks, Aisha- public_reply · Bethan Lister 21 Jul 2026 17:00Hi Aisha, Thanks for flagging this. I can confirm we're aware of an issue affecting nightly refreshes across multiple customers this morning. It's not specific to Brackwell – we're investigating now. I'm escalating this to our platform team and will update you as soon as we have more information. Just to help us understand the impact: is the brain still responding to queries, or is it completely unavailable to your teams right now? Thanks, Bethan
- public_reply · Aisha Rahman 22 Jul 2026 09:04The brain's still up and answering, but it's serving yesterday's data. Managers can see accounts but not the latest calls or tickets, so they're missing context they need to make decisions. What's the status? When do you expect this to be fixed? Thanks, Aisha
- internal_note · Bethan Lister 22 Jul 2026 16:14Refresh hanging since Monday. Platform team identified regression in update and fix is in testing. Will confirm resolution with customer once verified.
- status_change · 31 Jul 2026 23:59