Chat screen shows sys_id instead of nameDescription<!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internaltable { white-space:nowrap; text-align:left; border-width: 1px; border-collapse: collapse; font-size:14px; width: 85%; } table.internaltable th { border-width: 1px; padding: 5px; border-style: solid; border-color: rgb(245, 245, 245); background-color: rgb(245, 245, 245); } table.internaltable td { border-width: 1px; padding: 5px; border-style: solid; border-color: #E0E0E0; color: #000000; } .title { color: #D1232B; font-weight:normal; font-size:28px; } h1{ color: #D1232B; font-weight:normal; font-size:21px; margin-bottom:-5px } h2{ color: #646464; font-weight:bold; font-size:18px; } h3{ color: #000000; font-weight:BOLD; font-size:16px; text-decoration:underline; } h4{ color: #646464; font-weight:BOLD; font-size:15px; text-decoration:; } h5{ color: #000000; font-weight:BOLD; font-size:13px; text-decoration:; } h6{ color: #000000; font-weight:BOLD; font-size:14px; text-decoration:; } ul{ list-style: disc outside none; margin-left: 0; } li { padding-left: 1em; } --> Connect chat window shows sys_id instead of the user name. Resolution Release or EnvironmentAllCauseThe issue mostly arises in domain separated instances. The chat window is showing sys_id of the user instead of the name because of a duplicate record of the user in the live_profile table with sys_id in the name field. ResolutionKindly follow the below steps to find the invalid record of the affected user. 1) Go to "sys_user" and get the sys_id of the affected user 2) Go to the live_profile table 3) Use a filter, document = <affected user's sys_id> 4) This returns multiple profiles for the same user, in that find the profile which has a sys_id in the Name field. 5) Update the record with the User name in the place of sys_id. Note: To find all the culprits records in the instance and update it with a valid user name, write a background script on Live_profile table and check the name contains 32 char alphanumeric value and if it returns a sys_id then do a glide Record on the sys_user table with the sys_id and get the name of the user. Replace the sys_id with the User name and do an Update operation on the live_profile table. Script: Attachment "Background_script" To fix this issue permanently, write a before insert/update business rule on the live_profile table and validate the user name and correct it if needed. Script: Attachment "Business_rule"