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Description

Customers were not able to download the attachments from published KB

When an article is checked out for update, attachments of the base version are copied to the new version but links to the base version attachments in the article content is not updated, so the new version of article contains links to the attachments of base/old versions. Attachments of an article version are accessible to users who have access to that version of the article. Out of box old versions of an article and their attachments are accessible to users who have access to the published version. But In HI, there is customization in place to restrict access to older version of articles to only internal users, because of this customization attachments of older versions are not accessible to non-internal users like customer/partner/vendors. So, the download fails when a customer click links to the attachments of old version in published article.

For Instance, Article version 1 has an image, attached to that version 1 record. During checkout of version 1, system creates another record version 1.1 and copy the image from version 1 to version 1.1, but link to the image in article content still uses image attached to the version 1 of the article. So, when the version 1.1 is published, customers do not see the image, as the image used in published version is attached to version 1 which the customer do not have access because of the customization.

Steps to Reproduce

  1. Enable Knowledge Management Advanced Plugin , follow instructions in link
  2. Create a knowledge article, insert an image to the article.
  3. Publish the article to create v1.0
  4. Now checkout the article and publish it to create v2.0
  5. Login as a user without knowledge_admin role but has access to the article

    User should be able to see the image but it is missing in the article.

Workaround

This issue has been fixed. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

 

  

 


Related Problem: PRB1245302

Seen In

Kingston

Intended Fix Version

London

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Associated Community Threads

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Article Information

Last Updated:2018-04-20 10:03:12
Published:2018-04-20