Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Public knowledge articles in edit mode reset the Attachment link to relative URL link - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • Public knowledge articles in edit mode reset the Attachment link to relative URL link
KB0647570

Public knowledge articles in edit mode reset the Attachment link to relative URL link


648 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Description

The only way to link attachments to KB articles is via URL link in the format: /sys_attachment.do?sys_id=<sys_id>

This makes end users not necessarily authenticated to an instance, but with access to public articles, unable to access the attachment link they receive from emails on public KB articles.

 

Steps to Reproduce

- Login as KM administrator on any current instance.
- Create a KB article and upload a document/picture as attachment. 
- Mark some of the text and create a link to the attachment through the HTML editor. 
- Choose the Attachment link, as opposed to URL.
- Select the document uploaded earlier. 
- Save the KB article.
- Open the KB article in edit mode and select the link to edit it. 
 
Notice the Attachment link has been reset to be an URL link. It is not possible to make it stay as an Attachment link, even deleting and recreating the attachment. 
If you send the KB article as email to users with no access to the instance, they cannot access the attachment.
 

Workaround

This is expected behaviour and by design. In all current releases an attachment link to an article is always converted to a URL link before being stored into the database.

 


Related Problem: PRB686107

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.