Overnight refresh not completed, dashboards are stale
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Merriott Lyle Distribution: documents · Overnight refresh not completed, dashboards are stale
Neil reported the nightly refresh failed on 21 Jul 2026, leaving dashboards stale for the key-account team's morning calls. Olivia escalated to engineering; the fix was deployed and confirmed working by 10:59 on 22 Jul 2026.
What happened
What this says
Current to 12 Oct 26Neil reported the nightly refresh failed on 21 Jul 2026, leaving dashboards stale for the key-account team's morning calls. Olivia escalated to engineering; the fix was deployed and confirmed working by 10:59 on 22 Jul 2026.
Problem: The nightly data refresh failed on 21 Jul 2026, blocking the key-account team from accessing current order and dispute data. Urgency: High, as operations were blocked. Handling: Support escalated to engineering within 15 minutes. Engineering identified a broken refresh trigger and fixed it overnight; confirmation of deployment came by 22 Jul 2026. Watch: This was an Enterprise data freshness SLA event; response met the 30-minute P1 target.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 21 Jul 2026 16:03Hi, I can see that the overnight refresh on 21 July 2026 hasn't completed. The dashboards should have updated by this morning but they're still showing yesterday's data. This is affecting the key-account team's morning calls, they need current order and dispute data. Can someone look at what's gone wrong with the nightly process? Thanks, Neil- public_reply · Olivia Grant 21 Jul 2026 16:18Hi Neil, Thanks for reporting this. We've identified that a platform issue is preventing the nightly refresh from completing. Our engineering team is investigating now. I'll keep you updated and let you know as soon as the refresh is running again. In the meantime, if you need the latest data for a specific account, please let me know and I can help. Thanks, Olivia
- internal_note · Olivia Grant 22 Jul 2026 09:35Escalated to Arjun. Refresh trigger broke overnight. Need urgent fix for Enterprise SLA.
- public_reply · Olivia Grant 22 Jul 2026 10:59Hi Neil, Good news, our engineering team has identified and fixed the issue that was blocking the refresh process. The overnight run should complete normally tonight, and your dashboards will be fully updated by the usual time tomorrow morning. We apologise for the disruption and the impact on your teams' calls this morning. Thanks, Olivia
- public_reply · Neil Ashworth 22 Jul 2026 13:42Appreciate the quick fix, Olivia. We'll let you know if we see any issues with tonight's refresh. Thanks, Neil
- status_change · 26 Jul 2026 23:59