As a part of our business set-up when a user is re-hired, the old id is not updated, it is made inactive and a new id is created.So there are 2 same IDs are created i.e one active other inactive. when a request is raised for a new ID, tool does not check if the ID is active or inactive and since there are two same IDs. It gets an error and request details are not visible.
We propose the idea that when tool fetches the user details from Ca_contact for request information. It should also check if user is active or not.