Images associated in virtual agent topic do not appear after instance clone

[anuj27]

Hi, I need Help.

I have a case wherein I am using a virtual agent topic which has multiple images uploaded to it via images component utility.

Now everything runs fine until instance gets cloned. As it clones all the image gets broken and don't show up in topic.

What may be causing this issue ?? 

[Sujatha V M]

@anuj27   I tried to replicate the issue and please find my observations on this.

1. When you add an image in the Topic,  it generates a URL link. 

2. This image is created as a record in Images table [db_image_list]. 

3. Kindly check if the images are available in that table. If so, validate if the sys IDs are same and republish the topic and check. 

Optional reference : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0744449

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[anuj27]

Hi Sujatha,

It appears to be a workaround for the issue that I have raised.

I am asking why is that happening in first place? Why clone process is leaving behind those images ? 

Thanks

[Sujatha V M]

@anuj27 @AnujT  Sharing the support case details as it was not opening the link properly. 

Determining why attachments were excluded from a clone

Description

Sometimes you will find that attachments are missing after a clone. Some of the symptoms are:

• Some attachments are available in the target instance after the clone, but not all.
• Attachments missing after a clone.

Cause

Attachments missing after performing a clone are typically the result of having the Exclude large attachment date selected

 

Resolution

To determine if this is selected in your instance:

1. Type "Clone" into the navigation filter.
2. Click Clone History.
3. Sort Created Z to A and locate the last clone requested.
4. Open the record.
5. De-select Exclude large attachment data if it was selected and re-run the clone.

Link : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535353

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[AnujT]

Hi, 

yes, you are correct that it creates a record in images table. But after the clone activity , the image from that record is removed. Only record exists with no image in it.

~Anuj