Lookup record action failing with "No Record found"

[burtond_]

I'm trying to do a simple incident record lookup in an event management subflow, but I'm getting a "No Record found" error and processing stops.  If it can't find a record, I just need it to say so and continue on to the next step in the subflow.  Is this a bug in Madrid?

BTW, a Google search returned a similar problem reported with Kingston:  https://community.servicenow.com/community?id=community_question&sys_id=753b8beddb5cdbc01dcaf3231f96...

Here is a screenshot of the problem:

[robertgeen]

Hey,

I don't have a solution for this but honestly this kind of sounds like some of the issues I have found with Flow Designer which is they just weren't well thought out (for example the fact that you can't filter against the sys_class attribute because it is picked up as a choice field). I would suggest you open a HI ticket as there may already be a workaround for this issue as you can't possibly be the first to run into this and if there isn't then an enhancement request should be put in. We will only improve flow designer if we provide the feedback :).

[burtond_]

Thanks, Robert.  I will be referring this to ServiceNow as suggested.

After some further experimentation, I think that the error may be related specifically to searching on the 'description' field.  When I eliminate that criterion, the step doesn't fail - but it doesn't give me the results I want either.  

Here is the raw runtime value for an example lookup on 'description':

assignment_groupSTARTSWITHKBS COMM NET
ORassignment_groupSTARTSWITHKBS NETOPS
state=1
ORstate=2
ORstate=8
ORstate=9
descriptionLIKELegacy site code:  MS190

I have tried both a referenced string and a hard-coded string there, and have observed no improvement in this behavior.

[robertgeen]

Hmmmm very interesting I had one issue with description field and new line characters where I had to wrap it in javascript: " " and it cause some issues with special characters as well. Either way let me know what comes of this I would be very interested to see what's going on (there could be a special character or something in there you can't see either).

[burtond_]

I ended up using "Look Up Records" with a maximum record count of 1, and then iterating through it with a for each loop.  I haven't rechecked the bug to confirm that it was fixed in more recent versions of ServiceNow.