How to address the "Record not found" message in global search results even if the expected record actually exists
Overview
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
Solution
Please contact SN customer support via a HI incident to correct the invalid sys_id of the affected task record.