Changing Style on Caller ID for an Incident record

[terrieb]

I am missing a step somewhere so posting this here to have someone help me identify what I am missing

We currently have a client script and style on the caller id field for an Incident, that if a person that is tagged as VIP in their user record creates an incident, it does the following:

Turns the name to red

Populates a icon to the left of the field so it is easily identified as a VIP incident that needs to be addressed immediately.

In our Test and Prod instance, that image looks like this:

So we decided to change that image into a larger one and call it EXEC instead.

I uploaded the image into the System/Images library.

I updated the existing image file to replace the image

I verified that both the Client Script and the Style on the Incident table stayed the same reference image file

The result was this:

So it worked and Service Desk was happy with it.  I did this about 2 months ago and the documentation I created for the change only had these steps in it.

However, when I went to recreate the steps in our Test instance nothing changed.

I even tried exporting/importing the image file, the client script file and the style file from Dev to Test - and nothing.

Needless to say have become very frustrated, so if anyone knows what I step I am missing, please let me know

Attaching a file with all the screen shots from our Dev instance to review.

Thanks!

[Ankur Bawiskar]

@terrieb 

looks good to me

Did you try creating fresh db image record rather than exporting and importing?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[terrieb]

Yes I did to upload the new image I created a new image record.  I then had it match the record in our Dev instance.  I did the export/import after that to see if that got it to work - it failed...sigh

[terrieb]

Found the "issue".  Just needed to clear cache on my laptop and it was there!

I uploaded the image into Prod and no issues whatsoever.

Just thought I would pass this on in case someone else asks a similar question in the future!