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Description

Attachments are not visible on knowledge articles. For example, when opening a knowledge article in the new Service Portal interface with the attachment link option selected, it ignores this setting. The article body is opened without downloading or showing any attachments.

Steps to Reproduce

 

  1. Bring up any published KB Article from kb_knowledge.list
  2. Find and check the Attachment link checkbox (usually to the top right of the knowledge form)
  3. Add attachments and save.
  4. Navigate to the article via the Service Portal.
  5. Note that no attachments display anywhere in the article in Service Portal.

Workaround

This problem was fixed in Helsinki Patch 5. A previous valid workaround was mentioned in the ServiceNow community:

https://community.servicenow.com/thread/231187

 


Related Problem: PRB703601

Seen In

Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 3 Hot Fix 2
Helsinki Patch 3 Hot Fix 7
Helsinki Patch 5

Fixed In

Helsinki Patch 5
Istanbul

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-05-28 22:40:43
Published:2018-04-12