Live profile records are sometimes created with the sys_user record's sys_id in the name field on a domain-separated instance. The sys_id is then shown in Connect Chat / mini windows instead of the user's name.
Steps to Reproduce
Ensure that the Domain Separation and Connect plugins are active.
Go to sys_user.list and include the Domain column in the list.
Set a domain of two users to different sub-domain.
For example, using the demo data, set "ITIL user" to "TOP/MSP" and set "Fred Luddy" to "TOP/ACME".
Pick a record which was created by user "ITIL User", for example, INC0000052.
Impersonate Fred Luddy.
Try to view the incident INC0000052 from Service Portal, for example, using the following link:
https://<instance name>.service-now.com/sp?sys_id=<sys id of incident INC0000052>&view=sp&id=ticket&table=incident
Check the live_profile record for the recently created records.
The live profile record for "ITIL user" is correctly created with the domain TOP/ACME but the name field shows the sys_id of the user record rather than the user name.
Because the sys_id in the name field of live_profile record, when that user participates in a Chat conversation, the sys_id is displayed instead of the user's name.
Try creating an on-insert business rule for the live_profile table that checks whether the record has a name that is a 32-char string and then replaces it with the sys_user record name because you already have the ID of the user.
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Related Problem: PRB1242509