Data showing blank for North region accounts
Ticketclosed
Merriott Lyle Distribution: documents · Data showing blank for North region accounts
Neil Ashworth reported a North region account showing blank recent calls despite calls being visible in the CRM. Root cause was an account rename in the source system leaving duplicate unmatched records.
What happened
What this says
Current to 11 Oct 26Neil Ashworth reported a North region account showing blank recent calls despite calls being visible in the CRM. Root cause was an account rename in the source system leaving duplicate unmatched records.
Problem: Account appeared in the brain but showed no recent calls while they were visible in the CRM. Handling: Engineering identified a connector bug where the account was renamed in source but the old record was not cleaned up, splitting new calls between two records. Watch: This bug affects any customer who renames accounts and will cause silent data loss.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 13 Oct 2025 08:15Hi, I've got an issue with the brain this morning. I'm looking at one of our key accounts in the North and it's showing blank where the recent calls should be. But I can see those calls in the CRM system fine, they're definitely there. Tried refreshing and logging out/in but the brain still shows nothing. Other accounts look OK. What's going on?- public_reply · Bethan Lister 13 Oct 2025 10:45Just so I've got this right: the account is showing in the brain but the recent calls aren't there? Can you tell me the account name and which page you're looking at? Thanks, Bethan
- public_reply · Neil Ashworth 15 Oct 2025 10:30The summary view on the branch page. When I look in the CRM those calls are definitely there from last week. But the brain summary is empty for recent calls. Other accounts on the same branch display their calls fine.
- public_reply · Bethan Lister 17 Oct 2025 12:51Thanks for that. I've picked this up and found the problem. There's a record mismatch in the brain's index: the old version of the account is still there, and the new calls went into both the old and new records, so you're seeing nothing on the new one. Samir's on the fix now. Thanks, Bethan
- internal_note · Bethan Lister 17 Oct 2025 16:01Account got renamed in the source system but the denorm step didn't clean up the old record. New calls split between old and new, showing as empty on the new one because they all landed on the old. This is a connector bug in the match logic. Samir says it will happen to other customers who rename accounts. Needs fixing but low priority.
- status_change · 31 Oct 2025 23:59