Display name versus Active Directory

[Carl Murray]

Please let me know if I just missed a setting, but this is super annoying.

We have individuals in our company whose legal name, which we use in Active Directory will be like:

Alejandro Marshall Smith

But then the display name will be setup per their preference to:

Alex Marshall

However, the comments and other fields in ServiceNow will use the full name, while other areas will use display name.

Any way to make it ALL display name?

Thanks,

Carl

[SanjivMeher]

Which field is marked as display in your user table. I think display name is a custom field you created.

Full Name is the out of box field. You should have stored the name you want to display in full name and renamed the custom field to Legal Name.

And made Full name as display field

[Carl Murray]

Yes, the Display Name field is a new field that pulls that value over from Active Directory. The field name is u_display_name. It is also the field we have set as the display value, so almost everywhere in ServiceNow, it displays that field instead of Full Name. Except in comments. Can this be changed?

[Mark Stanger]

You might try the following...

1)  Make absolutely certain you don't have 2 fields on the 'sys_user' table set with the 'Display' attribute.  Unfortunately, checking one doesn't un-check the other.

2)  Flush the instance cache by hitting the 'cache.do' page

https://yourinstancename.service-now.com/cache.do

3)  Try to impersonate one of these users and add a new comment.  There's a chance that the old entries were done with an old display name but the new entries will pick up the new one.

[Carl Murray]

Mark,

I attempted this an it did not help, the name is still displaying as the full name in Comments.

Thanks,

Carl