Images disappeared after deleted duplicate KB articles with different KB #

[Rum]

Hello All,

Recently, I found two KB articles with same content with minor update to the latest one (created by vendor when we implemented ServiceNow about 3 years ago). We're planning to update the current one and retire the old one. However, since the old one was resubmitted by a Sys Admin, not sure why, I've decided to delete in Draft status. However, for some reason, after I did that, the article was still there, but my name as an approver disappeared.

I asked another KM manager (per ServiceNow role) to help with deleting the old KB article. She was able to delete it. 

Now I found images in the current KB article disappeared except for two. I was able to pull up the old KB article published at old version, also missing images. I didn't print out a pdf format so won't even know where all the images supposed to be in the KB article.

Does anyone know what could happen in this case?

Any way to retrieve the images?

Thanks

Rum

[Shivalika]

Hello @Rum 

It's because the images were copy pasted and not used in the KB Article by storing it in the system and then fetching it - which is a recommended method. 

So you can check in db_image or sys_attachment table - with your KB Articles sys_id as source but I doubt you will get something. I discovered this when I was creating a KB Article myself. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Rum]

Hello Shivalika,

If the images were copied and pasted, why did they all disappeared from all KB articles? Wouldn't this be a separate KB articles since going from one version to another?

Rum

[Shivalika · Accepted solution]

Hello @Rum 

In the next version also same method exists - it's not like they are stored in system - it's same copy paste. And other version basically a copy of older version. 

Also as I said in my previous reply, if there are related images you can search with Kb Article's sys_id as source, you will get it if it does exist to begin with. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[hailm2]

This seems to happen when images are copy/pasted in, versus uploading the image as Shivalika mentioned.

If you have versioning enabled, you can go back to a previous version and View that version (Article Versions tab, select the Version and go to Related Links → View Version)

I hope this helps!