Dashboards showing stale data

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Brannock Medical Supplies: documents · Dashboards showing stale data

Helen reported on 21 Jul 2026 that dashboards had not updated since Tuesday night; the nightly refresh on 22 Jul 2026 afternoon had not run. Bethan identified a refresh service timeout affecting multiple customers and escalated to Ewan's platform team.

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What happened

What this says

Current to 11 Oct 26

Helen reported on 21 Jul 2026 that dashboards had not updated since Tuesday night; the nightly refresh on 22 Jul 2026 afternoon had not run. Bethan identified a refresh service timeout affecting multiple customers and escalated to Ewan's platform team.

Problem: The nightly refresh failed, leaving dashboards stale through 22 Jul 2026 afternoon. Handling: Bethan responded within 60 minutes, confirmed a broader refresh service outage, and escalated to the platform team. Watch: Verify the fix was deployed on 23 Jul 2026 and the customer's dashboards updated; check if service credits are due.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_freshness

Channelemail

First response (min)60

Incidentinc_2026_07_refresh

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created · Helen Varley 21 Jul 2026 11:44
Dashboards are showing stale data. Last refresh completed on Tuesday night. It's now Wednesday afternoon and nothing has run overnight. Can you check what's happened with the nightly refresh? All our key dashboards are pulling yesterday's numbers.
public_reply · Bethan Lister 21 Jul 2026 12:44
Hi Helen, I can see the refresh failed to complete last night. We're investigating. This looks like it may be a broader issue affecting other customers too. Let me escalate to the platform team. Thanks, Bethan
internal_note · Bethan Lister 22 Jul 2026 11:03
Refresh service went down during Tuesday night run. Root cause is a timeout in the ingestion pipeline. Multiple customers affected. Working on a fix now. ETA: this afternoon.
public_reply · Helen Varley 22 Jul 2026 14:28
Thanks for looking into it. We can wait until this afternoon for the refresh to complete. Thanks, Helen
status_change · Bethan Lister 23 Jul 2026 11:55
status_change · 27 Jul 2026 23:59

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