Missing data in customer contact records
Ticketclosed
Brimscombe Energy · Missing data in customer contact records
Contact records imported on 28 Aug 2026 were otherwise complete but about one-fifth lacked job titles that had appeared in previous weeks. Investigation traced a schema change to the CRM.
What happened
What this says
Current to 14 Oct 26Contact records imported on 28 Aug 2026 were otherwise complete but about one-fifth lacked job titles that had appeared in previous weeks. Investigation traced a schema change to the CRM.
Problem: Contact records imported on 28 Aug 2026 lacked job titles in approximately one-fifth of records (about 400 of 2,000), despite being complete in other fields.
Handling: Kate Ormerod identified the cause as a CRM schema update and advised the customer's admin to review the field mapping.
Watch: Low risk if schema stability improves.
Details
Updated 9 Oct 26Trail
created · Lee Hathaway 28 Aug 2026 15:10We're seeing missing data in our customer contact pull. Job titles aren't coming through on about a fifth of the records we loaded this morning, but they were there last week. The rest of the record data looks intact - phone, email, all there. Just the titles are blank. We need these for the account team's outreach work. Can you investigate?- public_reply · Kate Ormerod 29 Aug 2026 03:22Thanks for reporting this. Which source are these contact records coming from - is it your CRM or an external list? And when the titles are missing, are those fields showing as blank or are the records incomplete?
- public_reply · Lee Hathaway 1 Sep 2026 14:34It's from the CRM. Records are complete otherwise - phone, email, department all showing. Only the job title field is coming through empty. About four hundred out of two thousand contact records are affected.
- public_reply · Kate Ormerod 3 Sep 2026 15:06Got it, thanks. Can you check with your CRM admin whether the title field was updated recently - renamed, moved to a different schema location, or permissions changed? That usually causes selective data loss like this. Let me know what they find.
- public_reply · Lee Hathaway 4 Sep 2026 10:28Just checked with them - looks like they did update the schema last week when they rolled out a new field. I'm getting the full details of what changed so we can work out what's happened.
- status_change · 18 Sep 2026 23:59