Image broken in notification template but not in notification

[BurtCrepeault]

Hi everyone,

I've been having this situation for a few days now.

In our Test environment, some email notifications templates don't show an embedded image.

 

The image is stored in the db_image table, and referred to in the notification like this:

<p><span style="font-size: 12pt;"><img src="Bandeau%20CSRH.png" width="870" height="170" /></span></p>

  In the db_image record, we have this exact same reference:

There are two things about this:

• Notifications sent from the Test environment work fine in Outlook, although the URL looks different in the message source, which makes me think this might be cached somewhere and therefore short-lived

<img src="cid:Bandeau20CSRH.png@SNC.8de122687ca859e" alt="" width="870" height="170">

• It works perfectly well in templates in Dev and Prod, this is unique to our Test environment

What could prevent a static image from being available from an instance?

I've checked in Test:

• Active = true
• ACLs on db_image (same across environments)
• https://[my-instance]/Bandeau%20CSRH.png
  • Not working in Test, but Ok elsewhere
  • Exact message is: Sorry, an error occurred or this page isn't available.
• Updating the image file by re-uploading it in Test, no effect
  • Even tried a different image, just for fun, but no fun

[shreedevin]

• Check Image Availability and URL:

  • Verify that the image file (Bandeau CSRH.png) is correctly stored in the db_image table in your Test environment.
  • Ensure that the URL to access the image directly (e.g., https://[your-instance]/Bandeau%20CSRH.png) works without any errors. If it shows an error or isn't accessible, this could be the root cause.

• URL in Notification Template:

  • Confirm that the URL referenced in your notification template (<img src="Bandeau%20CSRH.png" ... />) matches the actual URL where the image is hosted. Ensure there are no encoding issues or spaces in the URL that might cause discrepancies.

• Check Instance-Specific Settings:

  • Compare instance-specific settings between Test, Dev, and Prod environments related to email notifications, image attachments, and caching mechanisms. Sometimes, configurations or caching policies can differ and affect image display.

• Cache and Refresh Issues:

  • Clear the browser cache and try accessing the image URL again to rule out any caching issues on the client side.
  • Check if there are any server-side caches or CDN configurations that might affect image delivery in the Test environment.

• Email Client Compatibility:

  • Ensure that the email client (e.g., Outlook) used to view the notifications supports displaying embedded images referenced via CID (Content-ID). Some email clients may handle embedded images differently, which might explain why it works in Outlook but not in other clients or environments
  • 
    

    Thanks and Regards
    Shreedevi Narayana

    Please mark this response as correct or helpful if it assisted you with your question.

[BurtCrepeault]

Thanks Shreedevin for the reply,

Most of what you, or most likely ChatGPT, suggested was already tried, as you can see in my original post. For example:

Ensure that the URL to access the image directly (e.g., https://[your-instance]/Bandeau%20CSRH.png) works without any errors. If it shows an error or isn't accessible, this could be the root cause.

I know it's the root cause. What's the fix?

I will try clearing the instance and browser caches however, I hadn't tried that yet.

[Sandeep Rajput]

@BurtCrepeault Please check this support article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1117059 and see if it helps.

[BurtCrepeault]

Hi Sandeep, that's not quite it. The article relates to background images only. In my case, it is inline.