I am unable to find a ticket in service now

[manjunathms]

Hi Folks,

Good Day!

I am unable to locate a ticket (service request) in Service Now, which is created a week back. I have checked in archived tickets and deleted records logs as well. I would really appreciate if someone can give me solution on this.

Thanks & Regards,

Manjunath

Email : manjunathms.mdy@gmail.com

[Alikutty A]

Hi,

Do you have the ticket number with you?   You can try this URL's if the ticket number is available

For Request:   https://instance_name-now.com/sc_request.do?sysparm_query=number=REQxxxxxx

For Requested item:   https://instance_name-now.com/sc_req_item.do?sysparm_query=number=RITMxxxxxx

Replace instance_name with yours and the ticket number at end.

Thanks

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[manjunathms]

Hi Ali,

First of all Thanks!

I tried below mentioned option, it says "Record not found". Now I am sure that record isn't in our instance. What worries me is it is neither in "deleted record" folder nor archived folder.

For Request:   https://instance_name-now.com/sc_request.do?sysparm_query=number=REQxxxxxx

Regards,

Manjunath

[Alikutty A]

Since you can view deleted records, I hope you have admin access.

You can search on the history(sys_history_line.list and sys_history_set.list) tables to see if there are any traces of record that exist.

https://instance_name.service-now.com/sys_history_line_list.do?sysparm_query=label%3DNumber   //Search on New column for your ticket number

https://instance_name.service-now.com/sys_history_set_list.do?sysparm_query=table%3Dsc_request   //Search on Id field

Thanks

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[Alikutty A]

Also please check if the record number is missing on your list view by searching on the numbers that are before and after it.

Thanks

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