Correct sys_id in URL, Wrong Record

[melcock]

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!

[Ankur Bawiskar]

@melcock 

create a HI case with ServiceNow

[Bert_c1]

Create a Support Case, with steps-to-reproduce.

[melcock · Accepted solution]

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:

1. Turned on Debug Business Rules
2. Tested turning on/off Business Rules to find the offending item
3. 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.