Problem scenario
In ServiceNow you search for an item, but the searches return "No records found." You are given a hyperlink to a case, but you see "Record not found" despite being logged into the web UI for ServiceNow. What is going on or what is wrong?
Solution
It is possible that the hyperlink had a typo or that the search term literally could not find a matching record. But there is another explanation that is possible.
It could by that you do not have membership to the appropriate group (behind-the-scenes thus you have no visibility to it). The behavior you find in ServiceNow could be attributable to your account not having insufficient permissions. ServiceNow has a SQL database on the back-end. Ask your ServiceNow administrator to see if your account is a member of the Access Control List. You may want to post a question on community.servicenow.com or look here.