User Avatar icon blank in Service Portal

[georgechen]

Hi folks,

I am just wondering if anyone ever experienced a quirky issue on the Avatar icon in Service Portal when a new request just been raised.     The Avatar icon shows blank (usually it would shows the initials)

This issue only occurs to certain users who has first name and last name and email address populated in sys_user record.

In Support view the actual record e.g, the Activity note shows 'PG' which is not the user's initials.

Troubleshooting steps:

1) Ensure the user only has one sys_user record

2) attempted to replicate this by creating multiple user accounts with the same First name and Last name with different user_name.   (failed to replicate)

3) The user doesn't have any notifications enabled (this may not relate to this, but noticed)

4) No roles, no groups assigned

5) The user is VIP enabled (well, perhaps the system reflects little clues about the initials!!?)

Any advice would be really appreciated.

Kind regards,

George

[Ujjawal Vishnoi · Accepted solution]

Hi George,

You are having issue with Ticket conversations widget. The would a line in html section which generate that icon.

<sn-avatar primary="data.stream.user_sys_id" class="avatar-large" show-presence="false" enable-context-menu="false"></sn-avatar>

But you might not be getting any value in user_sys_id. Please.

You can clone the existing widget and can make the changes with the help of below link.

serviceportal avatar

Then you can replace the new widget with existing on your page.

Hope this helps.

Regards

Ujjawal

[georgechen]

Really appreicate your advice.   It worked perfectly.     All I do is to comment out the OOB Avatar angular and insert a new line

<!--sn-avatar primary="e.user_sys_id" class="avatar-large" show-presence="false" enable-context-menu="false"></sn-avatar-->

                          <sn-avatar primary="userID" class="avatar-large" show-presence="false" enable-context-menu="false"></sn-avatar>

In Client Controll, add '$scope.userID = $scope.user.sys_id;

Kind regards,

George