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Symptoms


"Record Not found" message shows up when trying to access to a record from Ticket page / Ticket Conversation widget

Release


ALL

Environment


Service Portal

Cause


ACL restriction

Resolution


This is due to the Read ACL restriction for the record you are accessing, Please create a table level read ACL access for the record you are accessing.

For Example, https://<yourInstance>.service-now.com/sp?id=ticket&table=sc_req_item&sys_id=165c2c0f0f71c700a34f9acae1050e3e

"table" - parameter indicates the table you are displaying the record

"sys_id" - Unique sys_id for the accessing the record

Additional Information


Please also review KB0639323 for additional troubleshooting information

Article Information

Last Updated:2018-05-16 07:50:38
Published:2018-05-15