Record not found in sys_user_list after Cloning Prod to Dev Instance

[Renee-17]

I recently had Prod Cloned to Dev and then performed an upgrade from Tokyo to Vancouver Patch 7. 

During the clone, I wanted to keep the user information for Dev in tact so I add the following tables to the Excluders and Preservers list

1. sys_user_role_contains
2. sys_group_has_role
3. sys_user_grmember
4. sys_user_group
5. sys_user_has_role
6. sys_user

I also added 10 members to the PreservedUserGroup found in sys_user_group.list

I was able to login fine after the clone, however, I noticed that when I navigate to the sys_user_list and click on a user, I get the message "Record Not Found" for almost all users for a select few.  Mainly the admin users but not all and midserver user.  Not even all users on PreservedUserGroup made it.  I can't make out why I can only see the User Records for a few of the users in Dev after the clone....as I don't think this has anything to do with the upgrade to Vancouver although, I'm not quite sure.

Any insight into what is happening?

[Harish KM]

Hi @Renee-17 here is the article which says that all existing data stay as it is if you add them to exclude and preserves, if your set up is correct and still data is missed out, you may log a CASE with HI SUpport

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717012

[Sumanth16]

Hi @Renee-17 ,

Please refer to below thread:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0746228

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717012

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[Renee-17]

I read through KB0817569 and KB0717012 and followed the instructions for Scenario #4 in the latter document prior to clone.

Unfortunately KB0746228  is about the sys_id's not being the same.  I didn't expect the sys_ids to be the same since I followed what info in the documentation mention.

The challenge is that when I'm in sys_user and click on a user_id, I am taken to a screen that says Record Not Found.

I just found out that we have a custom application table that extends the sys_user table.  It was not a part of the Excluders/Preservers, I'm wondering if this could be an issue?

[Renee-17]

When I click on a user_id in the sys_user table, I'm being routed to the custom application table that extends the sys_user table and then receive record not found.  This happens for a majority of the records.  The user_ids that I click on and am routed to the default view, I go directly to sys_user.do.

Question:  what is the nature of what normally happens when a table is extended that you would be routed to the custom table or would there be a business rule or something that says when clicking on user_id in the sys_user table, navigate the user to the customer table?

Since the custom application table that extends sys_user was not in the Excluders/Preservers list,  I would image their sys_id link between the 2 tables was broken somehow and the custom table ended up being empty in the Dev instance after the cloning from Prod.  However, it doesn't explain the question of why a handful of users_ids I can click and am navigated to the default view in the sys_user form but it's only a dozen or so users,  you can't see the info for the rest of the 47k user_ids that show up in the list when viewing sys_user_list. 

For the user_ids, I am able to see, they must be on some other list that in turn caused them not to be an issue during the clone.... just not sure what list they were on.