How to address the "Record not found" message in global search results even if the expected record actually existsDescription<!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internaltable { white-space:nowrap; text-align:left; border-width: 1px; border-collapse: collapse; font-size:14px; width: 85%; } table.internaltable th { border-width: 1px; padding: 5px; border-style: solid; border-color: rgb(245, 245, 245); background-color: rgb(245, 245, 245); } table.internaltable td { border-width: 1px; padding: 5px; border-style: solid; border-color: #E0E0E0; color: #000000; } .title { color: #D1232B; font-weight:normal; font-size:28px; } h1{ color: #D1232B; font-weight:normal; font-size:21px; margin-bottom:-5px } h2{ color: #646464; font-weight:bold; font-size:18px; } h3{ color: #000000; font-weight:BOLD; font-size:16px; text-decoration:underline; } h4{ color: #646464; font-weight:BOLD; font-size:15px; text-decoration:; } h5{ color: #000000; font-weight:BOLD; font-size:13px; text-decoration:; } h6{ color: #000000; font-weight:BOLD; font-size:14px; text-decoration:; } --> It's possible to run into a scenario where an incident record that exists in the instance can't be retrieved by the Global Search, or opened from the resulting list, but the error message Record Not found is displayed. There can be many possible reasons for a record not being retrieved, for example, a before query business rule filtering it, or the recent deletion of the record from the instance. CauseWhile reviewing the affected incident record and the session's localhost logs, you can observe that it had an invalid [sys_id] value: sys_id="sysparm_domain=null&sysparm_doma". This could have possibly been caused by an edge condition due to events timing. The incident record could have been closed first, but the relevant incident task got closed a few seconds later. In this case, the incident is a parent record, and the incident task is its child record. We can trace this behavior from the instance node transaction logs shown below: 2017-12-06 05:25:44 (010) Default-thread-9 2804B36237F28700DB1712C543990E34 #893115 /incident_task.do Parameters -------------------------sys_row=0sys_original.incident_task.state=1sys_display.incident_task.location=sysparm_redirect_url=activity_filter_all=onsysparm_template_editable=sys_original.incident_task.company=sysparm_record_target=taskincident_task.sys_updated_on=06.12.2017 13:31:37sys_original.incident_task.location=sys_display.incident_task.short_description=Fjerne overvåking av sys_display.original.incident_task.cmdb_ci=text.value.incident_task.watch_list=sys_original.incident_task.sys_updated_by=sys_original.incident_task.cmdb_ci=sysparm_collection=incident_task.closed_by_label=sysparm_ck=6804b...8301e (length=72)sys_display.incident_task.cmdb_ci=incident_task.closed_by=sys_display.original.incident_task.company=UDIsys_original.incident_task.u_subcategory=activity_filter.priority=onsys_uniqueName=sys_idincident_task.priority=4activity_filter.assigned_to=onsys_target=incident_tasksys_display.original.incident_task.parent=sysparm_action_template=sys_display.incident_task.company=UDIsys_display.incident_task.watch_list=sys_original.incident_task.work_notes=sysparm_collection_relationship=sysparm_referring_url=sys_original.incident_task.number=TASK0020199sys_original.incident_task.closed_by=sys_displayValue=TASK0020199incident_task.number=TASK0020199incident_task.correlation_display=incident_task.closed_at=sysparm_pop_onLoad=sys_original.incident_task.priority=4sysparm_transaction_scope=sys_original.incident_task.correlation_display=activity_filter.state=onsys_original.incident_task.assigned_to=sys_display.original.incident_task.u_business_sub_service=Unknownincident_task.company=isFormPage=truesys_original.incident_task.parent=sysparm_domain=null&sysparm_domasys_display.original.incident_task.u_external_integration=sys_original.incident_task.watch_list=incident_task.u_external_state=sys_original.incident_task.assignment_group=incident_task.work_notes=ni.dependent_reverse.incident_task.u_subcategory=u_categorysys_display.incident_task.business_service=Unknownincident_task.u_subcategory=incident_task.comments=sys_display.original.incident_task.location=sys_original.incident_task.business_service=incident_task.u_category=alarmsys_original.incident_task.u_caller=incident_task.u_business_sub_service=incident_task.parent=sysparm_domain=null&sysparm_domasys_original.incident_task.short_description=Fjerne overvåking av activity_filter.cmdb_ci=onsysparm_goto_url=incident_task.u_external_integration=sysparm_record_scope=sys_display.incident_task.u_business_sub_service=Unknownsys_display.incident_task.assignment_group=Monitoring Solutionsysparm_record_list=assigned_to=javascript:gs.user_id()^active=true^stateNOTResolutionPlease contact SN customer support via a HI incident to correct the invalid sys_id of the affected task record.