Can't delete profile picture

[yundlu316]

I'm trying to get a better sense of how the Profile picture works in Service Portal and uploaded a random profile picture, which shows up great:

My issue is when I delete the profile pic from sys_attachment (both the entry that starts with "thumb..." and the ZZ_YYlive_profile), clear my browser cache, and refresh my page, the profile page looks like this:

At first I didn't notice anything wrong with the above screenshot, but after impersonating another user, I noticed that the font awesome user icon is missing from the large avatar, and my initials are missing from the smaller avatar in the header: 

When I look inside the console for my profile, I notice that for the large avatar, there's still a sys_id associated with my profile picture even though I've deleted it completely from the sys_attachment table:

Am I missing a step in this?  If a user uploads a picture but then deletes it, how can they get rid of the sys_id that looks to still be rending a "blank" photo?

[sachin_namjoshi]

What can you (as that avatar should be stored in sys_attachment as well) is the following:

- using Chrome browser right click on the avatar and then Inspect

- in the inspector you should see something like below:

- the sys_id you see there in red is the sys_id to the corresponding record in sys_attachment. Go to sys_attachment.list and in the filter use sys_id is <that sys_id>. This way you should get a record back. Let me know if this shows a record for you.

Regards,

Sachin

[yundlu316]

Thanks Sachin, but I've tried that as well:

<div class="sub-avatar mia" ng-style="avatarPicture" style="background-image: url("a110cbb0db823f00d8261b774896193d.iix"); color: transparent;">
<i class="fa fa-user"></i>
</div>

[Soumita3]

Hi,

I would like you to check whether that particular image is deleted from the table where it is stored.

Could you please check the same and reload the page?

I hope your issue will be resolved.

Please mark the answer as correct if it suffice your query.

Thanks.
Soumita.

[yundlu316 · Accepted solution]

Hey Everyone,

I opened a HI Ticket and the technician helped me solve the issue.  This issue was completely my fault; should not delete profile pictures directly from the sys_attachment table for anyone who's facing the same problem.  Here is the solution that fixed it:

The below KB article documents how to delete/update user profile pictures:
https://hi.service-now.com/kb_view.do?sysparm_article=KB0687598

The delete should be performed from the live_profile table.

Still using the steps above I was not able to empty the photo field for the corrupt record and I had to run 2 clean up scripts:

Clear photo value in live profile:

var gr = new GlideRecord('live_profile');
gr.addQuery('sys_id', '0280fc77dba4d700af88f5861d961971');
gr.query(); 
while(gr.next()) 
{ 
gs.print("Updating user"+ gr.name);
gs.print("Actual Photo"+ gr.photo);
gr.photo = '';
gr.setWorkflow(false); 
gr.update(); 
}

Clear photo value in sys_user:

var gr = new GlideRecord('sys_user');
gr.addQuery('sys_id', '62826bf03710200044e0bfc8bcbe5df1');
gr.query(); 
while(gr.next()) 
{ 
gs.print("Updating user"+ gr.name);
gs.print("Actual Photo"+ gr.photo);
gr.photo = '';
gr.setWorkflow(false); 
gr.update(); 
}

After clearing the cache using cache.do everything was back to order.