Symptoms

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When selecting Show XML on the Service Portal Container record, the background image field is empty.

Release

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Kingston onwards

Procedure

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1. Go to sp_container record.
2. Right-click on the header.
3. Select Show XML.

             This will open a window displaying the xml content of the sp_container record.  In the xml, the background_image field is empty.

Cause

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The background image uploaded on the sp_container record is stored in the sys_attachment table. When you export the xml file, it includes the base64 encoding of the background image file.

Resolution

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The reason why the background image shows empty when you right-click and select "Show XML" is to prevent latency/performance issues and to prevent unnecessary download of base64 encoding when the file is not being exported.

This is expected behaviour.