Duplicate records in service ticket data
Ticketclosed
Kaltenbrunn Medizintechnik · Duplicate records in service ticket data
Service ticket records appearing multiple times in brain, particularly at certain hospital sites. Root cause identified: customer's ticket system connector returning duplicates when queried; configuration issue on source system side, not BG-Demo.
What happened
What this says
As at Fri 9 Oct 2026Service ticket records appearing multiple times in brain, particularly at certain hospital sites. Root cause identified: customer's ticket system connector returning duplicates when queried; configuration issue on source system side, not BG-Demo.
Problem: Kai Petersen reported duplicate service ticket records appearing two or three times in the brain, affecting certain hospital sites more than others.
Handling: Bethan Lister diagnosed the root cause as duplicate records returned by the customer's ticket system API. The issue stems from source configuration, not the connector. Support provided explanation and guidance to customer's IT team.
Watch: Source data quality issues are common during integration; customer should audit API configuration.
Details
Updated 9 Oct 26Trail
created · Kai Petersen 8 Sep 2026 11:13We're seeing duplicate service ticket records in the brain, particularly for hospital visits to our sites. The same ticket appears two or three times. Is this a source problem or a data quality issue in the brain itself? How do we clean this up?- Public reply · Bethan Lister 8 Sep 2026 12:25Hi Kai, Can you try this: go to the tickets dashboard, search for one of the duplicates by ticket number, and tell me how many times it appears. Also, does it happen for all sites or just certain ones? That'll help me narrow down whether it's a source issue. Thanks, Bethan
- Public reply · Kai Petersen 9 Sep 2026 14:57I've checked and it looks like tickets from our ticket system are coming in multiple times. Some sites are worse than others. Could there be a problem with how the connector is pulling data?
- Internal note · Bethan Lister 11 Sep 2026 13:20Ticket system connector checked. Customer's ticket API returns duplicates when called within short intervals. Issue is on their side - likely a caching or ID matching problem in their system config. Jamie to write a note to customer explaining the root cause and workaround.
- Public reply · Bethan Lister 11 Sep 2026 14:30Kai, I've looked into this. The duplicates are coming from your ticket system connector. When we query your system, it's returning the same records more than once. This is typically caused by how the system handles certain API calls or filters. Can you check with your IT team about the ticket system configuration? Ask them to review the API settings or if there have been recent changes to how the system stores or returns ticket IDs. Let me know what they find and we can go from there. Thanks, Bethan
- Status change · 19 Sep 2026 23:59