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Description

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

  1. Ensure that the Domain Separation and Connect plugins are active.

  2. Go to sys_user.list and include the Domain column in the list.

  3. 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".

  4. Pick a record which was created by user "ITIL User", for example, INC0000052.

  5. Impersonate Fred Luddy.

  6. 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

  7. 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.

Workaround

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

Seen In

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Intended Fix Version

Madrid

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Associated Community Threads

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Article Information

Last Updated:2018-06-19 07:36:59
Published:2018-06-18