Possible Bug in Document Template – Unable to Delete Header Image

[Shravan Gatty]

Hi All,

Recently, while working with Document Templates, I encountered an issue that I initially thought was specific to our instance. However, after replicating the same steps in my Personal Developer Instance, I noticed the issue persists there as well. This leads me to believe it might be a bug in the ServiceNow platform.

Here’s the issue:
When editing a document template, if I try to update the header image or footer image, it works as expected. However, if I attempt to delete the header image (using the delete option provided), it appears to be removed initially—but once I save the template, the previous header image reappears.

In short, it seems we can update the header image but not delete it, even though the delete option is available in the UI.

If this is not a bug or if I’m missing something, kindly let me know.
I’ve attached an attachment for reference. Please feel free to reach out if you need more details.

Thanks in advance!

[Gaurav Rathaur]

Hi @Shravan Gatty ,

This is likely a known issue or platform limitation. As a workaround:

• Set the header image to a transparent 1x1 pixel image instead of deleting it.

• Or, use a Scripted Document Template if you need full control.

For a permanent fix, consider raising a HI ticket with ServiceNow support to confirm if it's a bug.

If my response was helpful, please mark it as the correct answer and close the thread. This will help others who come across the same issue.

Thanks!
Gaurav Rathaur

[Shravan Gatty]

Hi @Gaurav Rathaur  as of now i went with workaround only that i have updated header image with a background image of the document template and reduced the size.

thank you for the reply

[abirakundu23]

Hi @Shravan Gatty ,
Yes, you are correct. Same behavior happening for me in PDI itself. As a work around, if you want to delete header or footer image, click delete option and can select another image if you want to upload.
If you upload, then both options should be available.
Raise HI ticket to understand after deleting the image and save the record why previous image is appearing.
Please mark helpful and correct answer if it's worthy for you.

[Shravan Gatty · Accepted solution]

For anyone reading this in the future — I eventually found the solution to this issue.

There was an Out-of-the-Box (OOB) ACL that was preventing users from deleting the header image. Interestingly, I had already noticed this ACL before posting the question, and I also had the required role. So, the big question was: Why was I still unable to delete it?

Well, I overlooked reviewing the script within the ACL.

It turns out that the ACL is designed to apply only when the document template is in the "Draft" state. In our case, when we attempt to delete the header image, the document template transitions into the "Editing" state. As a result, the ACL doesn't apply—even though I have the necessary role.

Here are two possible solutions:

1. Click on Admin Override, and you'll be able to delete the image.

2. Modify the ACL script to also apply when the state is "Editing."

I may have found the answer a bit late, but I genuinely enjoyed the learning process. It was a valuable experience!