Best Practice to Save a Downloadable File in ServiceNow Without Linking to a Specific Record?

[Mohammed Al-Mar]

I need to save a file in ServiceNow that serves as a template for importing users. The file should be accessible for download by users without being linked to a specific record.

While I considered storing it as an attachment, I don't believe using attachments is the best approach. Looking for another best practice for managing such downloadable files in ServiceNow.

[a5hubh]

To save and manage a file in ServiceNow that serves as a template for importing users and is accessible for download by users without being linked to a specific record, you can utilize the Content Management System (CMS) or Knowledge Base (KB) functionalities. Here’s a step-by-step guide on how to achieve this:

Using Content Management System (CMS)

1. Upload the File to the Content Management System (CMS):

   • Navigate to System Definition > Managed Documents.
   • Click New to create a new managed document.
   • Fill in the necessary details such as Name, Document Type (e.g., "Template"), and Description.
   • Upload the file as a document.
   • Save the record.

2. Create a Public Link:

   • After saving the managed document, you’ll get a URL that can be shared with users for downloading the file.
   • Ensure the document’s permissions are set to allow public access if necessary.

Using Knowledge Base (KB)

1. Create a Knowledge Base Article:

   • Navigate to Knowledge > Articles > Create New.
   • Select the Knowledge Base where you want to store the article.
   • Fill in the necessary details such as Short Description (e.g., "User Import Template") and Content.
   • Attach the file to the Knowledge Article. This can be done by dragging and dropping the file into the Attachments section.

2. Publish the Article:

   • Set the article's workflow to “Published” so it’s available to users.
   • Ensure the article is available to all users or a specific user group by setting the appropriate Can Read user criteria.
   • Save and publish the article.

3. Share the Article Link:

   • Once the article is published, you can share the Knowledge Article URL with users. They will be able to download the file from the article attachment.

Using a Publicly Accessible Directory (if applicable)

If your instance allows, you can upload the file to a publicly accessible directory and share the URL:

1. Upload the File to a Public Directory:

   • Navigate to System UI > Images (though traditionally for images, this can be used for small files).
   • Click New to upload your template file.
   • Fill in the details and upload the file.

2. Get the Public URL:

   • Once uploaded, get the URL for the file.
   • Ensure the file permissions are set to public.

Summary

• CMS: Use Managed Documents to store and share the file, ensuring it has public access if necessary.
• Knowledge Base: Create a Knowledge Article, attach the file, and publish the article with appropriate read permissions.
• Public Directory: If your instance supports it, use the System UI Images feature or another public directory to store and share the file.

By following these methods, you can effectively manage and share the file template in ServiceNow, making it easily accessible for download by users.