ITIL Users Cannot See Company Logo on SOW, but Admin Users Can see.

[harshal001]

I'm facing an issue in my ServiceNow instance where users with the ITIL role are unable to see the company logo displayed at the top of the screen. However, users with the admin role can see the logo without any issues.

Details:

• The company logo has been configured successfully.
• The logo is visible for admin users.
• The logo is not visible for ITIL users.
• The issue is reproducible for ITIL users, while admin users are unaffected.

Has anyone encountered a similar issue? Are there any role permissions, theme settings, branding configurations, or user preferences that could cause the logo to be hidden for non-admin users?

Any suggestions or troubleshooting steps would be greatly appreciated.

[Tanushree Maiti]

Hi @harshal001 

1. Check Read Access on Attachments : This issue can be usually caused by Access Control Lists (ACLs) blocking read access to the sys_attachment table, or browser caching conflicts. ITIL users require specific permissions to view embedded images, or the uploaded image must be moved to a public table.

Navigate to System Security > Access Control Rules.

• Search for the ACL where Name is sys_attachment and Operation is read.
• Ensure the ITIL role or snc_internal role is explicitly granted access in this rule

1. If the logo is an attachment, non-admin users may not have permission to view it.

• Navigate to System UI > Images and upload your logo here.
• This stores the image in the db_image table, which can be viewed by all users without needing special authentication

3.Type cache.do in the application navigator.

1. Ask affected ITIL users to clear their local browser cache or test the page in an Incognito/Private window

[Ankur Bawiskar]

@harshal001 

is it happening with all non-admins or some users?

did you ask them to clear instance cache using cache.do and then logout and login again?

Was it showing them earlier and you recently upgraded?

check this

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2131670 

check these links

Logo is missing on the instance banner 

Company logo is missing in the instance after the upgrade 

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