Open Attachments instead of KB articles

Frank Cheung
Tera Expert

‎12-30-2024 01:10 AM

Historically we were able to create a KB article, add an attachment and set 'attachment link' = true also so that clicking to view the article would open the attachment, as opposed to an article itself.
It appears that this no longer works and we have some articles with no institution that were intended to open as attachments, that do not actually open the attachment.
Some of which, as they are not set to 'view attachment' = true, do not even show the attachment in the portal

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Community Alums
Not applicable

‎01-01-2025 09:18 PM

Hello @Frank Cheung 

This works for me, when we create such article with "Attachment link" & "Display attachments" as true. And this is behavior from ServiceNow long time back.

Was there any recent modification on any of kb related pages/widgets? If yes, try to revert to OOTB version and do test it in your non-prod instance.

Also, for attachment not showing up you can refer this article from ServiceNow - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0744245

If none of this helping you out do create a HI Case an engineer will help to investigate for you.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards,
Viraj Hudlikar.

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