When selecting Show XML on the Service Portal Container record, the background image field is empty. - Support and Troubleshooting

When selecting Show XML on the Service Portal Container record, the background image field is empty. Description  Symptoms When selecting Show XML on the Service Portal Container record, the background image field is empty.

Release Kingston onwards

Procedure Go to sp_container record. Right-click on the header. Select Show XML. This will open a window displaying the xml content of the sp_container record. In the xml, the background_image field is empty.

Cause The background image uploaded on the sp_container record is stored in the sys_attachment table. When you export the xml file, it includes the base64 encoding of the background image file.

Resolution The reason why the background image shows empty when you right-click and select "Show XML" is to prevent latency/performance issues and to prevent unnecessary download of base64 encoding when the file is not being exported.

This is expected behaviour.