KB Articles having images attached and included in the page content, when XML-exported, will contain the image reference to the original attachment in the source instance. As a consequence, when imported in another instance, the target KB Article will not show the expected embedded image, but only an attachment. The source image html field does not reflect the new attachment sys_id being created as the new target.

Steps to Reproduce

1. Verify the source instance has Knowledge Management Advanced installed.
2. Choose a non published KB Article.
3. Insert an image in the HTML content field, selecting the image type as "Attachment".
4. Save the record.
5. Click on "View Article" and observe the image is correctly displayed and shown as an attachment.
6. Click "Inspect" on the added image and take note of the src value (i.e. src="sys_attachment.do?sys_id=<sys_id>"), showing the sys_id of the sys_attachment record. Take note of that sys_id as well.
7. Publish the Knowledge Article.
8. Checkout the KB Article.
9. A new record is created with a different sys_id for the same KB number, as a consequence two new attachment records (two new sys_ids) are created in the sys_attachment table to refer to the new KB record.
10. The image source reference field in the kb_knowledge is still pointing to the old sys_attachment record (check this repeating step 6).
11. Publish the KB article again to make it available.
12. Export to XML the Published version of the KB article. The exported XML will have the image src reference pointing to the old sys_attachment record.
13. Import the XML into a target instance. The imported article is showing the attachments but cannot display the image as this is pointing to a non-existing sys_attachment record in the target instance.


After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make these decisions lightly, and we apologize for any inconvenience.


Related Problem: PRB1311273

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Article Information

Last Updated:2020-11-15 10:15:14