Unable to use the "Find Record References" action from the content window menu bar

[Paola Joo]

When trying to utilize the "Find Record References" feature in tasks, cases, incidents, and other records, the page refreshes and returns to the last loaded page instead of displaying the record references. Despite my efforts to research a solution, the available articles date back nine years, leaving uncertainty about whether the "Find Record References" functionality has been replaced or updated since then.

[Sujit Jadhav]

Hello @Paola Joo ,

Hello @Jason Rooney ,

If you're unable to use the "Find Record References" action from the content window menu bar in ServiceNow, there could be several reasons behind it. Here are some troubleshooting steps you can try:

1)Check User Permissions:
Ensure that your user account has the necessary permissions to access and use the "Find Record References" action. This typically requires appropriate roles and access rights within the ServiceNow instance.

2)Verify Configuration:
Ensure that the configuration of the content window and related lists allows for the "Find Record References" action. Check if the related lists are configured correctly and if the action is enabled for the appropriate tables.

3)Check Form Layout:
Verify the form layout of the record you're trying to find references for. The "Find Record References" action may not be available if the related lists are not visible on the form.

4)Review UI Policy and UI Actions:
Check if there are any UI Policies or UI Actions configured that could be interfering with the visibility or functionality of the "Find Record References" action. Disable or adjust them if necessary.

5)Review Browser Compatibility:
Ensure that you're using a supported browser and that there are no browser extensions or settings blocking the functionality of the "Find Record References" action.

6)Check Instance Status and Configuration:
If none of the above steps resolve the issue, there might be a problem with the ServiceNow instance itself. Check the instance status, logs, and configuration settings to identify any issues or errors that could be impacting the functionality.

7)Contact ServiceNow Support:
If the issue persists and you're unable to resolve it, consider reaching out to ServiceNow support for further assistance. They can help diagnose and address any underlying issues with the "Find Record References" action.

By following these troubleshooting steps, you should be able to identify and resolve the issue with using the "Find Record References" action in ServiceNow.

Regards,

Sujit

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