Embedding PDFs to KB articles that can be viewed by external users using Document Viewer

[Luke McGovern]

We are trying to embed PDF documents into KB articles using the Document Viewer plugin which need to be visible to external users via the portal. Currently, these are only displaying to users with the snc_internal role.

We've made all the necessary changes and followed the article here (https://community.servicenow.com/community?id=community_article&sys_id=f2b76373dbe29f405129a851ca961...) and the PDFs are correctly displayed within the articles, but only when viewed by users with the snc_internal role.

If the user is external (and therefore doesn't have the snc_internal role) then the Document Viewer plugin just displays a message saying "This document could not be previewed." and asks the user to download the attachment instead. If the user clicks this button, then it downloads the attachment correctly so obviously the user has access to the attachment. I'm confused as to why it then refuses to display in the Document Viewer?

Is there some ACL or setting that we have missed? We have tried setting a number of ACLs on the attachment table however I don't think access to this table is a problem because the attachments can be downloaded just fine.

[DirkRedeker]

Hi

We have set up this scenario and the users have the Roles:

> sn_esm_user

> sn_customerservice.customer

> snc_external

And it works fine. Just review the same for your environment and let me know, if that works.

If my answer solved your question, feel free to mark my answer as correct and helpful.

BR

Dirk

[Luke McGovern · Accepted solution]

Our issue seemed to be that Document Viewer was calling a script (ConversionRequestUtil) that snc_external users did not have permission to execute.

We were able to solve this issue by creating a new client_callable_script_include ACL named "ConversionRequestUtil" and allowing both snc_internal and snc_external users to execute it.

This solution is also documented here:

https://community.servicenow.com/community?id=community_question&sys_id=a95788f21b6c1410d01143f6fe4b...