Rich Text Label in catalog Item not showing image apart from ADMIN

[Pawan Kumar Rai]

Hi All,

I am working on a catalog item where there is a rich text label is used in which there is image with text.
When i open the catalog item i can see the image and text properly.
But when other is opening for them its coming like below.
I seen acl but not able to find the error.

[G Ponsekar]

Hi @Pawan Kumar Rai ,

This issue is almost always caused by an Access Control List (ACL) that restricts access to the image file, specifically on the sys_attachment table. Since you, as an administrator, likely have broader access, you can see the image, but the other users do not have the necessary permissions. 

The image in the rich text label is stored as an attachment, and the ACLs on the sys_attachment table govern who can see it.

Best practice: Use the db_image table for public images

If the image is generic and meant for all users, it's a best practice to use the db_image table instead of embedding it as a record-specific attachment. Images on the db_image table are generally more accessible and can be moved between instances more easily with update sets. 

Steps to use the db_image table:

1. Upload the image: Navigate to System UI > Images and upload the image.
2. Get the URL: Once uploaded, the image record will have a [name].iix URL. Copy this URL.
3. Insert the image: In the rich text label for your catalog item, use the "Insert/Edit Image" tool and paste the [name].iix URL. This will create a permanent, non-ACL-restricted link to the image.

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Thanks, GP

[M Iftikhar]

Hi @Pawan Kumar Rai ,

Please refer to the following links, this may help you:

Adding Images/Media/Links to a Catalog Item using Rich Text Label variable - YouTube

Solved: Re: How to Display a Image in the Catalog Item - ServiceNow Community

Solved: How to show a rich text label field on a Catalog i… - ServiceNow Community

Rich Text Label
Allow rich text formatting and image embedding in … - ServiceNow Community

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[kaushal_snow]

@Pawan Kumar Rai ,

It's likely because the image file is stored as an attachment (or via the db_image table) and the ACL or visibility settings on the attachment or image record are restricting access, so to resolve it you should move the image into the db_image table (so it’s captured in update sets) and reference it with an <img src="/db_image.do?sys_id=…"> tag in your label HTML, or adjust the ACLs on the attachment/image so that non admin roles can read it....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.