User unable to see the Closed completed RITM

[Daemon1]

For one of the user, the closed completed ritm are not visible.
He can see the closed incomplete one but somehow not the closed completed one.

If we try to impersonate I see the message 'Record not found'

Anybody has faced this issue before? Were you able to find any solution?

[J Siva]

Great!

[Deepak Shaerma]

Hi @Daemon1 

1. There's an ACL on sc_req_item (RITM) table or fields that restricts access based on state, stage, or user roles.
2. If the user is missing a required role to view completed records, even though they can see incomplete ones.

3. A Business Rule or UI Policy might be hiding or redirecting access based on status.

For checking this:

Query via Background Script:

var gr = new GlideRecord('sc_req_item');
gr.addQuery('state', '3'); // Closed Complete
gr.addQuery('requested_for', '<user_sys_id>'); 
gr.query();

while (gr.next()) {
    gs.print(gr.number);
}

If results show here, but not in UI — it's definitely an ACL issue.
Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning ‌‌
Thanks & Regards 
Deepak Sharma 

[Daemon1]

For same set of roles other users are able to view the records.
And user already has the necessary roles mentioned in the ACL