Case record with 'undefined' sys_id

[ThunderDev]

I have stumbled across a old case record that was created way back in 2019. When I copy the sys_id of the record it shows 'undefined' and I am not able to open the case record as it will just timeout. Why would the sys_id be undefined?

[Amit Pandey]

Hi @ThunderDev 

It's possible that the case has been deleted or the data associated with it has been corrupted. In such cases, the sys_id might not resolve to a valid record, hence showing as 'undefined'. 

You can try exporting all the case records in CSV using the following URL-

https://instance.service-now.com/sn_customerservice_case_list.do?CSV&sysparm_default_export_fields=a...

This will help you get all the records with sys_id in file.

Regards,
Amit

[ThunderDev]

what is the best way to handle this record with the undefined sys_id, just deleting the record?

Like I said it won't let me open the case record. The weird part is, is that the case record is still being updated as I can see the updated column. 

[Amit Pandey]

Hi @ThunderDev 

Were you find that record in the CSV file?

Also, you can use the following background script to find no of cases with undefined sys_id-

var gr = new GlideRecord('sn_customerservice_case');
gr.addNullQuery('sys_id'); 
gr.query();

var count = 0;

while (gr.next()) {
    count++;
}

gs.info("Number of cases with undefined sys_id: " + count);

Also can you share the screenshot of that record.

Regards,

Amit

[ThunderDev]

This is the only case with an undefined sys_id, What is the best approach to handle this case, delete the record? Here is a snippet of ther xml showing the sys_id as undefined. I think its being updated via some script as I cannot open the record.