Service Portal - Wrong Employee Initials

[Terence Riley]

I have a situation where the Service Portal profile icon is showing the wrong initials for an employee.  The icon shows the initials "JP", but should be "YB".

[Sandeep Rajput]

@Terence Riley Please refer to the knowledge article to know how user initials are calculated https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749032

[Sohithanjan G · Accepted solution]

Hi @Terence Riley 

You can resolve in this way 

1. Navigate to live_profile.list
2. Search for the User
3. Go into the record and check the name, edit it
4. Save the record. 

🙂

[Terence Riley]

This was the issue.  Thanks for the help!