Record not found' Message – Request for Customization

[Brian186]

Hello,

When searching for an SN item that may have been deleted or that the user does not have access to view,

a "Record not found" message is displayed upon clicking the record link.

Could you please let us know where this message is generated from, and whether it's possible to change the wording to something more meaningful?

Thank you

[GlideFather]

Hi @Brian186,

what exactly is "SN Item"? please the better description you give the better answer you receive :))

Record not found refers to the fact it was deleted or doesn't exist (e.g. wrong link), not that a user is missing the rights to view it.

In the URL there might be a sys ID available, so copy it and try to search for it in the Delete records module.

Let me know what you found

[GlideFather]

@Brian186,

you can easily simulate it - in your PDI select any unimportant record (e.g. Incident), copy it's address to your clipboard, then delete the incident and go to that saved address, like I did:

and in the URL you see this:

https:// yourinstance.service-now.com/now/nav/ui/classic/params/target/incident.do%3Fsys_id%3D2fc3659ec37e62109e6298ec05013148

Where "2fc3659ec37e62109e6298ec05013148" is the sys ID.

The string "sys_id%3D" is transcripted "sys_id=".. where "=" is the "%3D".

This is how you can get the sys ID about the deleted or non-existing record (it could be a case when you have a record available in DEV but doesn't exist in TEST or vice versa - example).

If you happen to have the sys ID, then go to:

And copy the sys ID to the field "Document Key" and you will either find it or not:

If you find it, you can undelete it and if you don't then it's likely that it never existed in the instance.

Let me know if that helped you. Fingers crossed!

[Brian186]

Hi @GlideFather 

Apologies for not providing a better description earlier, and I may not have clearly communicated the issue.

What I was referring to is the SCTASK link included in the email notification a user receives.

Let me walk through a user scenario to better explain, and I hope you can provide suggestions on how to address it.

Initially, the task was assigned to the Database Team, who added a work note and then reassigned the task to the Cyber Security Team. Once reassigned, only members of the Cyber Security Team have access to view or make changes to the task record.

In the meantime, if a user who does not have access clicks on the SCTASK link from the email, they are shown a "Record not found" message. This message can be confusing and may lead the user to believe that the task has been deleted.

I'm trying to find a way to display a more informative or user-friendly message to clarify that the record still exists but access is restricted due to team assignment.

Any suggestions or guidance on how to handle this more effectively would be appreciated.

Thank you

[Brian186]

Hi @GlideFather 

I was able to implement a custom message by creating a client script that runs on form load and uses GlideAjax to call a Script Include for the logic.

However, the challenge I'm facing now is how to remove or suppress the default "Record not found" message from the form.