Nightly refresh not completing
Ticketclosed
Brackwell Freight Ltd · Nightly refresh not completing
A high priority nightly refresh failure on 21 Jul 2026 left managers on stale data. The platform team traced it to a regression in an update, and the ticket closed on 31 Jul 2026.
What happened
What this says
As at Fri 9 Oct 2026A high priority nightly refresh failure on 21 Jul 2026 left managers on stale data. The platform team traced it to a regression in an update, and the ticket closed on 31 Jul 2026.
Problem: The 21 Jul 2026 refresh did not finish by 07:00, so the operations review ran on Monday's data. Aisha Rahman said managers could not see the latest calls or tickets.
Handling: Bethan Lister confirmed the issue affected multiple customers and escalated it. A 22 Jul 2026 internal note records a regression and a fix in testing.
Watch: The ticket closed on 31 Jul 2026 with no recorded confirmation to the customer that refreshes are current. The first response took 101 minutes, but the tier is not in the record, so it is not judged here.
Details
Updated 9 Oct 26Trail
created · Aisha Rahman 21 Jul 2026 15:19Hi, I'm raising this as high priority because our Tuesday morning operations review ran against stale data. The refresh didn't complete by 07:00 as it should have, so the brain was still showing data from Monday. The depot managers were working with incomplete information about account status, recent calls, and tickets – which is the whole reason we brought the brain in. It's now impacting our ability to spot at-risk contracts. Is this a widespread issue on your side or something specific to our account? And what's the timeline to get the data current? Thanks, Aisha- Public reply · Bethan Lister 21 Jul 2026 17:00Hi Aisha, Thanks for flagging this. I can confirm we're aware of an issue affecting nightly refreshes across multiple customers this morning. It's not specific to Brackwell – we're investigating now. I'm escalating this to our platform team and will update you as soon as we have more information. Just to help us understand the impact: is the brain still responding to queries, or is it completely unavailable to your teams right now? Thanks, Bethan
- Public reply · Aisha Rahman 22 Jul 2026 09:04The brain's still up and answering, but it's serving yesterday's data. Managers can see accounts but not the latest calls or tickets, so they're missing context they need to make decisions. What's the status? When do you expect this to be fixed? Thanks, Aisha
- Internal note · Bethan Lister 22 Jul 2026 16:14Refresh hanging since Monday. Platform team identified regression in update and fix is in testing. Will confirm resolution with customer once verified.
- Status change · 31 Jul 2026 23:59