Attachments in Knowledge Articles

[RHolmes123]

hi there, 

I'm looking to attach documents to published knowledge articles. They are various types. Is there a way they can be either added to a searchable library or made searchable themselves as part of the knowledge base I uploaded them to? (I managed attachments and have them all in there, I know its not efficient or best practice, but they're stored for access when I find a solution) 

For example, they're all the same name as the Article, so technically when a user searches the article name, it should come up in the search. Is there something to enable this? 

thanks 

Robyn

[RHolmes123]

In looking up Admin abilities, i have found what I'm looking for. 

https://docs.servicenow.com/bundle/utah-platform-user-interface/page/use/using-forms/task/t_AddingAn...

I see my responses are now pending approval, so by the time you read my previous reply, dont worry about it. 

[Lauren Methena]

I'm glad you found the answer! Hopefully your admin can grant access quickly. Thanks for sharing the answer! 😊

[Lauren Methena]

While you're at it, if it's not already turned on, ask your admin to turn on the document viewer. That way, PDFs and some other files can be viewed from the internet browser.

If you add "&view=true" to your attachment links right after the sys_id, it will open the attachment in your browser. (Add target="_blank" to get it to open in a new window.)

Sample URL:
https://yourURL.com/sys_attachment.do?sys_id=31fbbaf11b529150e1b9caa5624bcb5c&view=true 

without the "&view=true" tacked on at the end of the URL, the file will download automatically to the user's computer, which isn't always the optimal experience. (It's GREAT when the attachment is a form or any kind of file they need to use and edit. However, for things user just need to read or review, having it open in a new browser tab is usually best.)

Have a great week! Good luck with the attachments!

[Tilly Penn]

Thank you for your useful replies.  (I've started using "ostrich" now as my test search term!).  
I'm trying to convince our developers that the following is possible - and I'm talking about the user interface view, not the backend view.  As an Author, I want to be able to have some documents which are shown in the browser (our protected docs), and some which are downloadable (our Excel forms which are fill-in-able).   
Is that what we're talking about in this thread, or are we talking about backend agent view?

[Lauren Methena]

Hi, Tilly! Good question. What I'm describing is how you code on the backend (in the source code) to influence how the attachments/documents behave in the customer view. Once you turn on the document viewer in the backend, you can add "&view=true" to make the document pop up in your internet browser. So, you can determine how you want your docs to behave (in browser or download).

I hope this clarifies!

I'm glad my responses have been helpful. 🙂 Will you please mark them as helpful when you get a chance to help me out? Thank you!