Agent workspace logo different for some users

[rachana_patel]

Hi, 

After setting agent workspace custom logo, 

admin is able to see the custom logo but for some users, they are not able to see custom logo rather able to see the default NOW logo, in agent workspace header. 

Is this because of domain separated instance, does it have any effect on how users get to view the logo in in their instances. 

[Community Alums]

Hi @rachana_patel ,

Yes, it's because of Domain separated instance, you will need to have the logo in all the domains!!

Workspace custom logo can not be changed/updated if there is an additional form attachment in the "sys_aw_master_config" form. It shows the default ServiceNow logo all the time.

Steps to Reproduce

1. Go to the "sys_aw_master_config" table and open the "Agent Workspace" record.
2. Upload a custom logo via the Custom logo field.
3. Open the "Agent Workspace" to ensure that the logo is changed.
4. Go back to the same sys_aw_master_config record of the "Agent Workspace" and attach a file to the form. The file could be an image or any other documents.
5. Open the Agent Workspace again to check the logo. The custom logo is replaced with the default ServiceNow logo if the form has an attachment.

Workaround

This is expected behaviour. Updating the logo is only possible without any other attachment for the master config table.

[rachana_patel]

@Community Alums , Thanks for your reply. 

But there is no additionaly attachment in the form sys_aw_master_config.

SO what else could be the reason? Please advise. 

[Community Alums]

Hi @rachana_patel ,

Go to sys_aw_master_config.LIST

Can you check the logo in the domain separated instances :

It should be same in all the insatnces.

[rachana_patel]

@Community Alums , 

Thanks alot for your advise, I am new in domain separated instance scenerio. 

Could you tell me how can I check this for different domains?