The activity stream on a case is showing the SysID of a user or is blank.

[allentschumper1]

Hello -

I've been around the block on this one a view times and thought I'd branch the question out to others.

The issue is that when we are in Agent Workspace, and on a record, in the activity stream...when viewing an email that has come in and/or been received...the FROM part of the email is showing a SysID or is blank.  Now, we know what the sysID is...it's a users SysID...then some times it is blank.  

The logic is based off if the email coming in has an associated user in the system (ServiceNow) it will find that and use that users ID in the from and if NO user is found based off the email sent in, then it simply puts the email address in the FROM.  BUT, right now, again, when there is a user in the system and they email in, it shows their SysID and if there is no user in the system, then it is blank.

You can peak at the attachment I have posted...shows both scenarios.  

What am I missing and/or what can be causing this?   And, ultimately, how do we remedy?

[allentschumper1]

how bout one more caveat?  🙂

This is also only happening in Agent Workspace....in the platform it works as it should.

[jMarshal]

ahhhhh haha k sorry missed that part - that is potentially a bit more complex, then...my first guess, based on that additional information, is that it's a permissions issue -- those who use Agent Workspace do not have access to the details (email address?) in the sys_user table (maybe for some users, like external users) and those who use the UI16 backend primarily are not restricted in that sense.

...so it's more about who than where/how/what info is accessed.

Try adding Agent Workspace access to someone with greater permissions (even an admin perhaps) and then see if you can replicate the issue...?

[allentschumper1]

I tired that to no avail ;(

I did notice one thing..just on a whim, I took my example user and simply updated their ID from ghurtado.VOY to g.hurtado.VOY ... simply added the exta perid in between the g and h.  And that works...puts the email address in the FROM field just fine.  

[jMarshal]

weird...are you saying that you changed the username of the agent/user who is not seeing the from field...or the username of the account that should be displaying the email properly, but isn't...?

if the former, I would say this is still related to permissions or user account evaluation in some matter...but definitely something elaborate/weird...guessing that it would take action (inappropriately) if someone's "last name" (part of their account after the first dot) has uppercase characters...??? (I know, shouldn't matter)

Another thing you could try is set all user account IDs to all lowercase -- and if that works, you at least know a bit of what is happening...I'd then go to Now Support directly, if that is what happens.