Same ServiceNow report shows 3,410 records for two users, but Excel exports contain different record

[katigarilik]

We are facing an issue with an HR Case report in ServiceNow HRSD.

• The same report shows 3,410 records for both users.
• Both users are able to export the report to Excel.
• User 1's Excel export contains approximately 3,000 records.
• User 2's Excel export contains approximately 2,990 records.
• We identified the 10 records that are present in User 1's export but missing from User 2's export.
• When searching those HR Case numbers directly in the backend HR Case list, those records are currently not returned for either user.
• We compared the users using Access Analyzer, and the ACL results appear the same.
• We also checked the relevant report_view ACLs and COE Security Policy/group access but have not identified a user-specific difference.

What could cause the same report to display the same count to both users while Excel exports return different records?

Also, what is the recommended way to determine whether the 10 records were deleted, reclassified/moved to another HR COE table, or excluded during export/query execution? 

[Max Dore]

Hi @katigarilik ,

When you say report shows 3,410 records, how does it "show"? Is it just a number in the list view? If so that could be normal depending on your ACLs and COE Security Policies. Or can you visually confirm seeing that many?

For example, as you can see in my screenshot it says the records returned are 359, however, in the 20 in the list that are showing only 3 are visible and 17 are not shown because of security reasons. If I were to go to the 2nd page of the list view, maybe there are 10 that show and 10 that don't, so on and so forth. This is a result of how different security is handled (ACLs, Business Rules, etc..)