sc_req_item table and list does not return valid results with the condition is - Active = true

[aaron-howard]

We are experiencing an issue with our Requested Item table in our PROD instance. We have a case open with the HIWave support team already. 

Issue:

Opening the Items table from All > Service Catalog > Open Request > Items does not return a valid list of tickets that we know are active. Some of the records are missing the Stage.

Beyond the issue with the returned results is that all UI actions in the list do not function. What I mean by that is the List controls, show/hide filter, Update Personalized List, New, or Column options do not respond to any input. 

The request and sc_task tables do not display the same issue. All other tables are okay. If we open the table directly by All > sc_req_item.list we can see all the tickets and all UI actions work. If we filter the list for Active = false the list is also okay. We only experience the issue when the filter is Active = true. 

Troubleshooting:

We have been working with HIWave support on this issue. They have verified that everything in the database looks okay and the records contain valid data work workflows. This past week they tried an Instance-wide deletion of sys_history_set and sys_history_line table records that did not resolve this issue. 

Has anyone else experienced anything like this or have any feedback to offer?

[Tony Chatfield1]

Hi, unfortunately screenshots do not provide a lot of detail for diagnostics.

Is it possible that the tasks sys_class_name for the impacted records was changed?

Have you reviewed xml file for impacted records IE navigate to list, identify 1 record via show matching on number field, then export or view xml.
In the views shown by task.job and issue.jpg, are all of the fields of the xml record populated with expected details?
Do the referenced sys_id's show the correct sys_id for the target table?

Have you checked table.xxxx ACL's\enabled security debug to confirm that there are not ACL's hiding the content of specific table fields,