User Images no longer updating

[rachelconstanti]

The onAfter script is getting the user image from the thumbnailPhoto attribute in AD however this attribute is no longer being updated.  This used to be updated when we had mailboxes on Exchange on-prem, however the images are now being updated in Exchange Online which can’t be written back to AD.  So ServiceNow continues to check AD, but the image there have not changed since the email migration was completed.

Are there any supported means of automatic photo imports or are there other options to explore?

Thank you,
Rachel

[Paul Curwen]

Could be a number of reasons but this official Support Article should help you solve the issue: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597756

This is also a good troubleshooting article: 

https://www.servicenowelite.com/blog/2014/2/18/import-user-photo-from-ldap

[rachelconstanti]

Thank you for your response - your suggestions would work if we were still on Exchange on-prem.  We are now on Exchange on-line which can't be written back to Active Directory.  Because of this, images are not updating.