when I search for a site in service now, no incidents showed on navigation tab as results.

[chandrikagu]

Can anyone help us to find out why I am unable to find the tickets(incidents, request) related to a site called XYZ

This site is nothing but location. we are able to view the tickets for other sites but not for this XYZ site.

kindly let me know what could be the root cause of this scenario.

Thanks in advance!

[Shashank_Jain]

Hello @chandrikagu ,

Could you please run the following script in the background script to check whether any incidents or requests are associated with the site XYZ?

var test = new GlideRecord('incident');
test.addEncodedQuery('site_columnname=108752c8c611227501d4ab0e392ba97f'); // Replace 'site_columnname' with the actual column name for the site/location, and ensure the sys_id corresponds to 'XYZ'
test.query();
while (test.next()) {
    gs.print(test.sys_id);
}
// This script will print the sys_ids of incidents linked to the 'XYZ' location.
// You can use the same logic for the 'sc_request' table as well.

Also, please check the following:

1.  Are you impersonating a different user or logged in as an admin?

2. If you're using domain separation or have visibility restrictions (e.g., user criteria or ACLs), that might be preventing you from seeing records tied to the XYZ site.

3. If you're using filters on the list view (like active=true or state!=closed), try clearing them to ensure you're seeing all relevant tickets.

Please run the script in background and share the response with that check the following questions.

Hope it works, if not feel free to reply!

If this help, mark the reply as helpful so that it close the thread.

Thank you!

[Barry Kant]

Hi Chandrikagu, 
if possible I would do it this way:
Incidents are related to a causing CI before it is closed. 
This CI is supporting an Application Service/Service Instance. 
Application Service/Service Instance is offered for consumption via Business Service Offerings. 
The Business Service Offering can be subscribed by eg location (location_type=Site). 

This way you will be able to identify Service Offerings subscribed by location (table = service_subscribe_location).

Not sure if that is the exact use case. 
BR,
Barry

[SwamyM]

Hi @chandrikagu ,

Can you check  are there any custom ACLs defined on  Incidents, Requests, Task table with condition on build on sites. If there any ACLs check whether your profile satisfying those conditions.

If my response helpful, Hit helpful button.

Thank you