RCA: Error on Update Fields CC Assist Form
Incident Date: 10 June 2026 Resolved: 11 June 2026 Duration: ~23 hours Severity: Production System: Zoho Creator — CC Assist / Tow Truck Usage Log ClickUp: 86ca6uqmu
1. Incident Summary
Staff were unable to use the Update Fields CC Assist form in Zoho Creator. The form threw an error on load, blocking updates to towing authorisation records for affected cases. The issue was in production and impacted normal operations until resolved the following day.
2. Timeline
| Time | Event |
|---|---|
| 10 Jun 2026, ~2:27 PM | Rajesh R identifies the error and begins investigation |
| 10 Jun 2026, ~2:33 PM | Root cause identified — field type mismatch between two forms |
| 10 Jun 2026, ~2:56 PM | Further investigation confirms 2 corrupted TA20- records are contributing |
| 11 Jun 2026, ~5:41 AM | Vignesh notified, issue escalated to Brahma Teja |
| 11 Jun 2026, ~1:26 PM | Rajesh R removes the 2 corrupted TA20- records |
| 11 Jun 2026, ~1:35 PM | Brahma Teja deploys fix and posts screen recording as proof |
| 11 Jun 2026 | Rajesh R tests in production (build 217745) — issue confirmed resolved |
| 11 Jun 2026 | Task closed |
3. Root Cause
Immediate Cause
The Update Fields CC Assist form's On Load event attempted to map the value of Towing Authorisation No from the Tow Truck Usage Log. The field existed in both forms but with different data types, causing a type conflict crash on load.
| Form | Field Name | Field Type |
|---|---|---|
| Update Fields CC Assist | Towing Authorisation No | Number |
| Tow Truck Usage Log | Towing Authority No | Single Line (Text) |
Contributing Factor
Two records with a TA20- prefix contained values that were incompatible with the Number field type, amplifying the error for those specific records.
Root Cause
Lack of field type validation when connecting fields between Zoho Creator forms. The On Load mapping was set up without confirming that both fields shared the same data type, leaving a silent incompatibility that only surfaced at runtime.
4. Impact Assessment
| Area | Impact |
|---|---|
| Staff operations | Unable to update towing authorisation fields via CC Assist form |
| Records affected | 2 records directly corrupted (TA20- prefix) |
| Customer impact | Indirect — potential delay in processing affected tow cases |
| Data integrity | 2 records removed; no broader data loss |
5. Fix Applied
- Resolved field type mismatch — aligned
Towing Authorisation Nofield types across both forms so theOn Loadmapping works correctly - Removed 2 corrupted records — the
TA20-prefixed records that contained incompatible values were deleted from the system
6. Corrective Actions
| Action | Owner | Status |
|---|---|---|
| Audit all cross-form field mappings in Zoho Creator for type mismatches | Brahma Teja | Recommended |
| Add a checklist item to the development process: verify field types match when linking forms | Rajesh R | Recommended |
| Document field type standards for commonly shared fields (e.g. authorisation numbers) | Vignesh | Recommended |
7. Lessons Learned
- Field type mismatches between linked Zoho Creator forms do not throw errors at design time — they only fail at runtime, making them hard to catch without testing
- Zoho Creator's
On Loadevent is particularly sensitive to type conflicts — any field mapping here should be verified against the source form's field type before deployment - When naming fields across forms, use identical names (not slight variations like "Authorisation" vs "Authority") to reduce confusion and mapping errors
8. Sign-off
| Role | Name | Date |
|---|---|---|
| Task Owner / Investigator | Rajesh R | 11 Jun 2026 |
| Developer / Fix Owner | Brahma Teja | 11 Jun 2026 |
| Internal Review | Vignesh & Manisha | — |
| Task Closure | Brahma Teja | 11 Jun 2026 |