In Helsinki, the user presence (avatar) icon in Activity logs is not showing any user profile information. On Geneva, right-clicking the avatar links to the user profile. When trying to send a direct message from the avatar in Activity log, the Chat window does not include the user because there is no user information.

Steps to Reproduce

  1. On a Helsinki instance, navigate to Incident > Open and select an incident.

  2. In the Activity section, right-click the avatar icon.

    No user information appears, unlike in Geneva.

  3. In the Activity section, right-click the avatar icon.

    The Send a direct message button is included and the Chat window appears but no user choice is provided to add to the conversation.


After carefully considering the severity and frequency of the issue, and risk of attempting a fix, it has been decided to not address this issue in any current or future releases. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.

Related Problem: PRB713342

Seen In

Jakarta Patch 2

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:33:07