Old company logo appearing when Export to PDF - how to fix

[Earl Begley]

Here's the story of a grumpy admin:

My company recently deployed new logos and branding content. We updated ServiceNow with these new items, but colleagues pointed out that when Export to PDF was chosen, the report appeared with the old logo in the header.

We doubled checked the Basic Configuration, deleted all the old logos from the Images table, checked that we had updated the portal branding, and then reviewed UI Macros. None of these areas had the reference of the old logo.

I was using my PDI to try other avenues when I noticed a menu item under #Reports that was not part of my Prod instance. Header Footer Templates.

In our case, a previous admin had made the decision to mark this option as not active, which is why I could not see it in our instances. Once active, I was able to update the default template with the new logo in the header. This also provides options for page number, date/time stamp, title, along with other standard choices.

Lessons Learned:
a) Admins need to document every change, regardless of how minor. I spent significant time just trying to find where this existed. Help out your current and future admins by documenting your changes.

b) If you need a quick, simple header or footer, Reports->Header Footer Templates is a quick and easy way provide a standard format. For headers or footers with more customization/complexity, look into UI Macros or use the GeneratePDF API.

I hope this helps!

[mihirlimje867]

Hello @Earl Begley ,
Thanks for sharing this information.