How to address the "Record not found" message in global search results even if the expected record actually exists - Support and Troubleshooting

How to address the "Record not found" message in global search results even if the expected record actually exists Issue  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.

Cause While 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=0 sys_original.incident_task.state=1 sys_display.incident_task.location= sysparm_redirect_url= activity_filter_all=on sysparm_template_editable= sys_original.incident_task.company= sysparm_record_target=task incident_task.sys_updated_on=06.12.2017 13:31:37 sys_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=UDI sys_original.incident_task.u_subcategory= activity_filter.priority=on sys_uniqueName=sys_id incident_task.priority=4 activity_filter.assigned_to=on sys_target=incident_task sys_display.original.incident_task.parent= sysparm_action_template= sys_display.incident_task.company=UDI sys_display.incident_task.watch_list= sys_original.incident_task.work_notes= sysparm_collection_relationship= sysparm_referring_url= sys_original.incident_task.number=TASK0020199 sys_original.incident_task.closed_by= sys_displayValue=TASK0020199 incident_task.number=TASK0020199 incident_task.correlation_display= incident_task.closed_at= sysparm_pop_onLoad= sys_original.incident_task.priority=4 sysparm_transaction_scope= sys_original.incident_task.correlation_display= activity_filter.state=on sys_original.incident_task.assigned_to= sys_display.original.incident_task.u_business_sub_service=Unknown incident_task.company= isFormPage=true sys_original.incident_task.parent=sysparm_domain=null&sysparm_doma sys_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_category sys_display.incident_task.business_service=Unknown incident_task.u_subcategory= incident_task.comments= sys_display.original.incident_task.location= sys_original.incident_task.business_service= incident_task.u_category=alarm sys_original.incident_task.u_caller= incident_task.u_business_sub_service= incident_task.parent=sysparm_domain=null&sysparm_doma sys_original.incident_task.short_description=Fjerne overvåking av activity_filter.cmdb_ci=on sysparm_goto_url= incident_task.u_external_integration= sysparm_record_scope= sys_display.incident_task.u_business_sub_service=Unknown sys_display.incident_task.assignment_group=Monitoring Solution sysparm_record_list=assigned_to=javascript:gs.user_id()^active=true^stateNOT Resolution Please contact SN customer support via a HI incident to correct the invalid sys_id of the affected task record.