"Request Not Found" upon submitting catalog item

[Community Alums]

Hi All

We have a frustrating problem that I'd like to ask the brains trust about. 

When a user clicks submit on a catalog item via the ServicePortal, 99% of the time it will submit the request, and they will receive their REQ/RITM #. The other 1% of the time, instead of being redirected to the ticket page, they get taken to a page that says 'Request not found' (see pic). 

This happens randomly to any user, including those with the admin role. 

If the user fills out the cat item again and submits it, it may work or fail a few more times. 
Each time this happens, the details they entered are lost. 
There is no ticket created, and nothing in the logs. The information is simply gone. 

If they refresh their page or close the browser down and back up again, it may start working. 

Other posts which mention this issue seem to be resolved by looking at ACLs. As this happens to admins, and it happens intermittently, I can't imagine that is the cause. 

As we can't replicate it, and there are no logs on the issue, we're fining it hard to troubleshoot. 
As alluded to, you may find this in 1 of 100 tickets you submit. 

Any thoughts? 

Error: 

[Harish Bainsla]

ServiceNow Support: Given the complexity of the issue and the fact that it's affecting a small percentage of submissions, consider reaching out to ServiceNow support. They might be able to provide insights or guidance based on their experience with similar issues.

[Community Alums]

Thanks, Harish

Yes, I'm thinking I may do just that. I'm guessing the answer may be infrastructure related, maybe the node or the database. 

Thought I'd ask here in case someone else has had something similar. 

[Faisal_khan]

Hey @Community Alums  Curious to know if you got a solution there? Or why that was happening? 

[Community Alums]

Sadly no, I don't have much of an update. 

I've actually since left the organisation who was having that problem. At the time we'd exhausted a lot of avenues, all signs pointed towards it being a database issue. 

We were running an on-prem instance with underlying infrastructure which wasn't to the requirements ServiceNow would like. Since leaving I've found a lot of the issues we faced there, 'request not found' being one of them, are non existent. 

I still speak to some of the devs who work there, every so often I ask if they have it sorted. If they work out the root cause I'll update this post.