Problem
Users received ‘customer_id not found’ errors when trying to book services for newly created accounts. The errors appeared intermittently, typically lasting 15-30 minutes before self-resolving.
What We Found
This was NOT an API limit issue (org had 500k+ API calls remaining). The root cause was the KTAPI push topic subscription restart mechanism. Normally, push topics restart within 10 seconds, but due to the retry configuration, reconnection took up to 30 minutes. The system has 46 push topics, each allowing 3 retries with 20-second delays between retries (46 × 3 × 20s = max 46 minutes). During this reconnection window, new accounts created in Salesforce failed to sync to KTAPI, causing the ‘customer_id not found’ errors when users tried to book services for those accounts.
Solution
- Verify this is NOT an API limit issue by checking the org’s remaining API calls in Salesforce Setup
- Confirm if the issue only affects newly-created accounts (existing accounts should work fine)
- Check if the issue self-resolved after 15-30 minutes
- A permanent fix was deployed to KTAPI production on 2025-11-18 that addresses the push topic reconnection delays
- If the issue recurs post-fix, escalate to API team for investigation
Notes
- This issue has occurred across multiple customers prior to the fix
- The error message shows ‘customer_id not found’ - this is a sync timing issue, not a missing data issue
- Existing accounts already synced to KTAPI are not affected - only newly created accounts during the reconnection window
- The fix deployed on 2025-11-18 modified the push topic restart mechanism to prevent extended reconnection delays
Warnings
⚠️ Do not request API limit increases for this issue - it is unrelated to API quotas ⚠️ If this issue recurs after November 2025, escalate immediately as it may indicate the fix has regressed
Source: KHELP-12263