Embedded Images Show Up as Attachments

[Danielle Gallo]

Hi All,

We have noticed that images we embed into the Article Body (HTML) field of a knowledge base article shows up as an attachment in the portal view of the article. We do not want embedded images to show up as an attachment. We only want files we add as "Attachments" to show up under the Attachments section of the article in the service portal.

Is there a way to change this?

[Miguel Donayre]

How are you embedding it in the article? 

Have you tried adding the image to the Image table (db_image) 

https://docs.servicenow.com/bundle/rome-platform-user-interface/page/administer/navigation-and-ui/co...

[Pam Calvey]

Do you have Display Attachments checked or unchecked? Try it both ways.  Based on my prior testing, if it's checked all attachment file types will appear in the UI but not in self-service, at least based on our installation and customizations. 

[Danielle Gallo]

Unfortunately when we have actual files that have been added as Attachments we need to select the Display Attachments for them to display. What happens is when we select Display Attachments the embedded images and actual intended attachments all show. We only want to show intended attachments and not embedded images.

Also, we use the Service Portal to create knowledge base articles, which only gives us the option to embed images as attachments and not as an image to the db_images table.

[Pam Calvey]

This is why I encourage people to hyperlink document attachment links and not use display attachments, so it's a click to open a file. I also found with our customizations and UCs that it's a security issue in our multi level articles, because anyone can open the attachment even if it's referenced in a level with higher security.  Maybe you can do some kind of customization in the display area to remove .jpg, etc.