Gif image on notification not working in outlook which has been sent from ServiceNow

[jalipatisir]

Hello,

I have a requirement to send birthday wishes notification to users and the notification content will contain happy birthday gif image. It is working in preview email in email logs, but not working in outlook.

I have stored gif image on image table in servicenow and used on notification content.

Can you suggest that what can be the root cause for this?

Thanks,
Sireesha.

[M Iftikhar]

@jalipatisir , if you see image correctly in preview then likely issue is in outlook, check below reference links. Maybe use Gmail for testing to validate if this issue happens there as well.

https://learn.microsoft.com/en-us/answers/questions/4632227/outlook-365-not-showing-embedded-images 

https://www.servicenow.com/community/developer-forum/images-in-notifications-not-rendering-in-outloo... 

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

[RaghavSh]

@jalipatisir This seems to be outlook issue.

Check with Microsoft support, they might be able to help you with type of gifs supported or some workaround.

Please mark the answer correct/helpful accordingly.

[RaghavSh]

@jalipatisir was this helpful?

Please mark the answer correct/helpful accordingly.

[SupriyaWaghmode]

Hello @jalipatisir ,

Scenario -

• When viewing the affected email record in sys_email table, using the Preview notification Related link displays the email properly with working images as expected
• When viewing the same email in an email client; e.g. Outlook or Outlook Web, the images expected do not display at all

Please follow few steps to to do troubleshoot :

1. go into affected email layout record
2. delete existing images such as those in the header and footer of your layout
3. save email layout record
4. replace images by using the Layout Editor's "Upload" button to upload a new PNG file of the required image
5. add the newly uploaded PNG image to the email layout to replace those you just deleted (adjust dimensions as needed)
6. save email layout record
7. take steps to trigger/send Notification
8. Check that Preview in sys_email works fine and check in Outlook client that actual email displays images correctly

please check  link for more details

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2348052

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1227572

Please mark "Accepted as solution" if resolves your question & mark  "Helpful" to understand the issue.

Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

www.linkedin.com/in/supriya-waghmode