Correct sys_id in URL, Wrong Record

melcock · ‎02-04-2025

I'm stumped. One of my users is having issues viewing the correct Incident when they click on it. For example:

They have three records: INC0010123, INC0010234, and INC0010345. If they click on "345" it takes them to 234 even though both the URL for the table view link and the URL for the detail record view both have the correct Table and sys_id. When I extract the URL from the individual record menu, it's the wrong sys_id.

This only happens to one person and I cannot recreate it with any other users. We're relatively new to using the Incident section, so this is the only person with multiple items listed under "Caller", but I want to find a fix before we expand.

I need to add another Incident for another person to see if it's repeatable there, but there has to be something that I'm missing. The browser results look like it should be sending them to the correct record. Thoughts?

Thanks!

melcock · ‎02-06-2025

I figured it out; it was a business rule that was running on the List view that didn't need to be running on the form view.

To help, my troubleshooting steps:

Turned on Debug Business Rules
Tested turning on/off Business Rules to find the offending item
Added If Statement to the Business Rule to prevent it from running on the individual form view.
if (global.RP.getReferringURL().indexOf('_list.do') >= 0)

Confirmed that the fix worked with users.

View solution in original post

DrewW · ‎02-04-2025

Does this happen when you impersonate the user?

Have you had them clear the browser cache and cookies along with any other browser data including site data?

Vaibhav_Nikam · ‎02-04-2025

@melcock Have you checked it with other users?

If my response finds helpful, please indicate its helpfulness by selecting Accept as Solution and Helpful.

Thanks,

Vaibhav Nikam

Ankur Bawiskar · ‎02-04-2025

@melcock

inform that user to clear cache using cache.do and then logout and login again

Did you check display business rule on incident is redirecting to some other record?

Did you check any query business rule is causing this?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

melcock · ‎02-05-2025

Unfortunately, that did not help. I was able to pull the Business Rule log and I see a difference in the results from an Admin vs end user. This is the start of the log when I click on INC0010238 in the system as an Admin:

As you can see, it's pulling the right Incident number.

The end user, clicking on the same link, gets this:

It's the wrong Incident number and nothing in the logs suggests why it's pulling the wrong item. Even when I paste the minimum details into a URL, it pulls the wrong number.

Where do you recommend that I look next? Please provide the names of tasks in SN if possible to help the investigation.