Order count mismatch between brain and CRM
Ticketclosed
Kenmure Business Telecom · Order count mismatch between brain and CRM
Alan discovered fewer orders in the brain than in the CRM across multiple customers. Bethan found a sync error, manually re-ran it, and counts matched. Follow-up questions about historical data scope raised backfill considerations.
What happened
What this says
Current to 13 Oct 26Alan discovered fewer orders in the brain than in the CRM across multiple customers. Bethan found a sync error, manually re-ran it, and counts matched. Follow-up questions about historical data scope raised backfill considerations.
Problem: Order counts in the brain were lower than in the CRM across multiple customers. Handling: Bethan reviewed sync logs, identified a records-skipped error in the orders connector, and manually re-ran the sync to resolve the discrepancy. Alan later asked about orders before 28 Aug 2025 go-live. An internal note indicates those were out of initial scope and Samir was looped in to assess backfill effort.
Details
Updated 9 Oct 26Trail
created · Alan Rennie 13 Apr 2026 09:55Hi, I've discovered a problem. When I query for customer orders from the last 30 days, the count doesn't match what I see in the CRM. The brain is showing noticeably fewer orders than the CRM is reporting. This is happening for multiple customers, so it's not an isolated case. What could be causing this?- public_reply · Bethan Lister 13 Apr 2026 11:47Thanks for reporting this. That's definitely worth investigating. A few questions: - When was the last time you saw them match? - Have you run the nightly refresh since the discrepancy started? - What's the date range of the orders in question? In the meantime, I'll look into the sync logs for that connector.
- public_reply · Bethan Lister 14 Apr 2026 13:06I've checked the logs and I can see a sync issue with the orders connector. It looks like some records were skipped. I've re-run the sync manually. Can you check the count again and see if it's fixed?
- public_reply · Alan Rennie 14 Apr 2026 13:22Let me check... Yes, it's fixed now. But I'm curious: what causes that kind of sync to skip records in the first place?
- public_reply · Alan Rennie 15 Apr 2026 12:10Also, I'm seeing some older orders that I know were in the CRM ages ago, but they don't appear in the brain at all. Was there a cutoff date, or should those be included?
- internal_note · Bethan Lister 15 Apr 2026 12:36Alan's asking about historical orders before go-live. Those wouldn't have been in scope for the initial sync, we only started pulling data from 28 Aug 2025 onwards. Need to clarify with Alan whether backfilling is needed. Looping Jamie in to assess effort.
- status_change · 25 Apr 2026 23:59