Urgent: Dashboard queries returning stale data
Ticketclosed
Harrowden Foods: documents · Urgent: Dashboard queries returning stale data
Dashboard showing stale data after nightly refresh failed on a source connector. BB-Demo found the issue, added better error logging, and escalated to the platform team to prevent recurrence.
What happened
What this says
Current to 11 Oct 26Dashboard showing stale data after nightly refresh failed on a source connector. BB-Demo found the issue, added better error logging, and escalated to the platform team to prevent recurrence.
Problem: dashboard showed service complaint data from days ago despite nightly refresh running, blocking an urgent retailer call. Handling: Olivia diagnosed refresh error on a source connector caused by insufficient error logging, added better monitoring and escalated to Kieran on the platform team for root cause review. Watch: risk of recurrence if the underlying cause is not fully fixed; real-time data accuracy is critical to this customer's account manager decisions.
Details
Updated 9 Oct 26Trail
created · Gemma Holt 26 Jun 2026 10:34Hi, we've got an urgent issue. One of our dashboards is showing service complaint data from days ago, not today's data. We just did the nightly refresh and it's still showing the old figures. The account managers are using this for a call with a retailer in a few hours and they need accurate numbers. Can you check what's going on? Thanks, Gemma- public_reply · Olivia Grant 26 Jun 2026 10:59Thanks, Gemma. I can see the issue. Let me check the refresh logs to see where the data's stuck. Can you tell me which dashboard and which metrics are showing old dates? That'll help me narrow it down. I'll get back to you as soon as I've found the cause. Thanks, Olivia
- public_reply · Gemma Holt 29 Jun 2026 14:17Hi Olivia, thanks for looking into it. We've run the refresh again this morning and it's pulled fresh data now, so the problem seems to have cleared. But I wanted to check: is there anything we need to do to prevent it happening again? And do you know what caused it? Cheers, Gemma
- public_reply · Olivia Grant 30 Jun 2026 09:26Thanks for the update, Gemma. I found the issue: the refresh process encountered an error when pulling from one of your source systems on 26 June 2026, and it wasn't logged clearly enough for us to catch it. We've added better error logging, which should alert us faster next time if something goes wrong. I'm escalating this to the platform team to review the underlying cause and make sure it doesn't happen again. I'll keep you updated as soon as I know more. Thanks, Olivia
- public_reply · Gemma Holt 30 Jun 2026 16:09Thanks, Olivia. Really appreciate you jumping on this so quickly and getting it sorted. That's a relief. Keep us posted on what the platform team finds. Cheers, Gemma
- internal_note · Olivia Grant 30 Jun 2026 16:31Passed to Kieran on platform team. Asked him to review refresh logs from 26 June 2026 and check for issues in the connector pulling from the service system. Will follow up tomorrow.
- status_change · 7 Jul 2026 23:59