On opening any Service Request from the Ticket Console, or after a global search, the following error occurs:-

   "Service Request #undefined not found in database"
 

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

One possible cause of this problem is that the ITSM SRM Pluggable Provider is not enabled, especially if all Service Requests produce this error.

Check which Providers are configured via the MyIT Administrator console  (using the /ux/admin link) and ensure the "ITSM SRM Pluggable Provider" is  enabled.  If this provider is not enabled, enable it and click the 'Reload Providers' button.

Once the provider is enabled, confirm that Service Requests open successfully.