Reference Icon for User record displays Record not found

[EricG]

I have a strange issue.

A reference field variable for user record is returning "Record not found", so you can not view the details.  This is affecting all ITIL users, but not admin, and only on Inactive records.

If the record is Active, then the User details appears in the Info Icon preview.

I'm not sure which ACL might be affecting this or on what table.

Any Thoughts?

[Swapna Abburi]

@EricG 

A query business rule on user table is responsible for this functionality.

Business rule name: user query

https://<InstanceName>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=62a7bfaf0a0a0a6500c49682bd82376a

[EricG · Accepted solution]

Found issue - finally.

It was a business rule, user query, which has a script for "ActiveQuery".

This was inactive at one point and got turned on in latest patch update.

Deactivated BR.