Why Do Knowledge Article Attachments Only Download as PDF?

[Lauren Methena]

When we attach documents to knowledge articles, whatever file type we attach, users can only view and download the file as a PDF.

For example, if we upload an Excel spreadsheet into an article and click the "Display attachment" box in the article record, the file will appear as an Excel spreadsheet in the Attachments box for that article.

However, once a user clicks on the attachment in the Attachments box, the file opens as a PDF in their browser.

This didn't happen in Madrid. It started happening in New York.

We would like to be able to attach other file types in addition to PDF, particularly fillable worksheets.

Has anyone else come across this issue? Or, does anyone know if this has been addressed and fixed in Orlando or Paris?

Thank you! I appreciate your help!

[Lauren Methena]

Hi, Namrata! I believe we do have the Document Viewer enabled and all documents are still only viewable as PDFs. I'll double check, but I believe this to be the case. Any other ideas?

[Sajilal]

Hi Lauren,

Please confirm if your issue is resolved and if you can close this open Thread.

Thanks,

Saji

[Hitoshi Ozawa]

Converting to pdf actually isn't a problem but a feature because I don't want anyone changing content of knowledge article and it's attachment without approval.

If you want to allow users to download and modify content of attachment, there are 2 approaches.

1. zip the file and attach the zip. This reduces file size so the file can be downloaded in less time. The user, however, have to unzip.

2. Disable the document viewer plugin.

1. In Application Navigator, enter sys_properties.list
2. create property "com.snc.documentviewer.enable_document_viewer" with type "true/false"
3. set property to false
4. save
5. In Application Navigator, enter "cache.do"

[Lauren Methena]

It's been a problem for us, because we often share worksheets that people have to use for different work functions. The documents aren't functional as PDFs unfortunately.

[Sajilal]

Hi Lauren,

Please let us know if this open issue is resolved, if yes then request to close the thread and mark it as answered so that others in the community can benefit from this.

Thanks,

Saji