Dashboards out of date after nightly refresh

Ticketclosed

Commondale Care · Dashboards out of date after nightly refresh

Kayleigh Pounder reported dashboards still showing old home figures after the nightly refresh, ahead of a meeting. Kate Ormerod linked it to a platform issue affecting several customers; the ticket was closed on 31 Jul 2026.

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What happened

What this says

As at Fri 9 Oct 2026

Kayleigh Pounder reported dashboards still showing old home figures after the nightly refresh, ahead of a meeting. Kate Ormerod linked it to a platform issue affecting several customers; the ticket was closed on 31 Jul 2026.

Problem: Kayleigh Pounder, Care Systems Lead at Commondale Care, reported on 21 Jul 2026 that dashboards had not updated since the nightly refresh. A meeting that morning relied on the figures.

Handling: Kate Ormerod, Support Engineer, replied in 32 minutes and linked the problem to a platform incident. Adam Kowal, Software Engineer, confirmed the cause was on BG-Demo's side. The ticket was solved on 27 Jul 2026 and closed on 31 Jul 2026.

Watch: The internal note records the customer impact as stale dashboards only.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_freshness

Channelemail

First response (min)32

CSAT4

Incidentinc_2026_07_refresh

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Trail

created · Kayleigh Pounder 21 Jul 2026 10:04
Hello, the dashboards haven't updated since the nightly refresh and still show old figures for the homes. We have a meeting this morning where these numbers are being used. Could you tell me what's happening? Kayleigh
Public reply · Kate Ormerod 21 Jul 2026 10:36
Hi Kayleigh, thanks for letting us know. We have a platform issue affecting the nightly refresh for a number of customers, and your dashboards are showing the last good data. We're working on it now and I'll update you as soon as we know more. Kate
Internal note · Kate Ormerod 21 Jul 2026 12:09
Nightly refresh failed as part of the platform incident. Adam has confirmed the cause is on our side and is working on the fix. Customer impact is stale dashboards only. Keep them updated.
Status change · Kate Ormerod 27 Jul 2026 11:11
Status change · 31 Jul 2026 23:59

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