Record not found

[nikki360h]

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?

[brad_hicks]

Hi Nicole,

I've ran into issues before that required me to remove the record from the task table itself which I do through a background script.   I would use something like the following but you will probably need to give the user "security_admin" role so that you can run a background script.   Go to System Definition -> Scripts - Background and then type the following (replace the YOURNUMBERHERE with the actual incident number):

var tsk = new GlideRecord('task');

tsk.addQuery('number', 'YOURNUMBERHERE');

tsk.setLimit(1);

tsk.query();

if(tsk.next()) {

   tsk.deleteRecord();

}

[camds]

You may be able to delete it from the Task table (before trying the background script that Brad included) by looking for the number in the list view of task table.

You can access that by typing task.list in the "type filter text" area at the top of the navigator. Look up the incident number and see if you can delete it from that view. If that fails then Brad's script will definitely do the trick.

[kam8]

super Brad hicks