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Support Article

User ID number not accessable in system



When attempting to open an Operator ID instance, errors are seen and the ruleform does not display.

Error Messages

"Failure opening the rule instance"

Steps to Reproduce

Attempt to open an Operator ID instance.

Root Cause

An issue in the custom application code or rules, where the Operator ID instance referenced several other instances that had been deleted from the system. Some of the instances that were deleted, specifically pyOrgUnit and pyOrgDivision, are required to exist to load the Operator ID instance's ruleform.


Here’s the explanation for the reported behavior:  

The issue occurs because the Org Unit and Org Division information is necessary for displaying the Operator ID's ruleform.

To avoid problems of this nature, use caution when deleting rules or data instances from a system to ensure that other rules or data instances that reference them are updated to account for the deletion.

To recover an Operator ID instance that is in this state:
  1. Create or update the Operator ID instance in another environment.
  2. Ensure all records referenced by the new or updated Operator ID instance exist in the affected system. 
  3. Migrate the new or update Operator ID instance into the affected system.


Published January 31, 2016 - Updated October 8, 2020

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