Duplicate records appearing in brain's account view

Ticketclosed

Brimscombe Energy · Duplicate records appearing in brain's account view

About 40 customer accounts started appearing twice in the brain's Accounts view. Nikhil verified the Salesforce source was clean and ran a manual refresh; Connor escalated to engineering for investigation.

Priority normal

made from

What happened

What this says

Current to 14 Oct 26

About 40 customer accounts started appearing twice in the brain's Accounts view. Nikhil verified the Salesforce source was clean and ran a manual refresh; Connor escalated to engineering for investigation.

Problem: Duplicate customer account records appeared in the Accounts view, affecting key-account team reporting. Handling: Nikhil verified the source data was clean and the issue was in the brain's indexing. Connor escalated to engineering for investigation. Watch: High impact on a revenue-facing team with critical reporting blocked. First response took 452 minutes despite normal priority. The ticket was closed but no resolution description appears; confirm whether duplicates were eliminated and what caused them.

AI · claude-haiku-4-5-20251001 · 14 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categorybug

Channelemail

First response (min)452

CSAT2

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Trail

created · Nikhil Rao 3 Jun 2025 08:36
The brain is showing duplicate records for around forty customer accounts in the Accounts view. Started yesterday evening. I checked our Salesforce sync logs and they're clean, no duplicates on the source side. The issue is in the brain's indexing. This is blocking our key-account team. Can you investigate what happened? Nikhil
public_reply · Nikhil Rao 3 Jun 2025 09:31
I've run a manual refresh of the Accounts connector. The duplicates are still there. The load history shows a normal run at 07:00 this morning. Nikhil
internal_note · Connor Webb 3 Jun 2025 10:11
Duplicates in Accounts view, started yesterday evening. Source data clean, manual refresh didn't resolve. Likely schema or indexing issue. Escalating to engineering, need Jamie to investigate.
public_reply · Connor Webb 3 Jun 2025 16:08
Hi Nikhil, thanks for the detail and the refresh attempt. We've reproduced the issue on our side and we're investigating the root cause. This is now with our engineering team. I'll have an update for you tomorrow morning. Connor
status_change · Connor Webb 27 Jun 2025 12:04
status_change · 1 Jul 2025 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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