Record not found
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‎08-18-2014 06:41 AM
I have a user that has an INC0026951 in her groups open INC. However, when she tried to open it, she gets a "record not found" error. When I log in as admin to delete it, I can not find it, I get a "record not found error so I am not able to delete it, because it does not exist. How do I pull it up so I can delete it from her queue? Or maybe should I give her admin rights to delete it since she pulls it up as her. See screen shots.
The first one is the result when I try to open the ticket, impersonating the user that has it in her group queue.
The second attachment is the results I get when I try to search for the ticket as admin.
The third, highlighted INC is the ticket in her queue.
Any ideas how to get rid of this?
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‎08-18-2014 06:44 AM
You could try going to incident.list, which brings back all the data in the table?
It should be in there somewhere.
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‎08-20-2014 06:30 AM
nothing happeneds when i type in incident.list, it just goes back to where i was?
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‎08-18-2014 08:13 AM
Hi Nicole, this is more than likely due to an on query business rule that is removing the record when you query the table. You can either temporarily disable the query business rule and remove the record or give the user admin rights just long enough to remove the record.
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‎08-20-2014 06:33 AM
Hi Brad,
Thanks for your response, I gave the user admin rights and I was able to get the "delete" selection highlighted so I could click on it, so I do, then it does like it is supposed to and says "do you want to delete this" and I hit "YES" and it flashes like it is deleting it, but it is still there?? Wierd. Any other suggestions? How do I temporarily disable the query business rule and remove the record?
