Knowledge base - Images and the Image library

[SRegier]

We are just starting to manually copy our articles from Zendesk to ServiceNow. I recommended that my team copy and paste the source code from Zendesk to ServiceNow and make adjustments needed. This method does not transfer the images, which is fine; we have them in repositories on our work OneDrive and just add them back in using the insert/edit icon. We are not pasting in our images.

This is a customer-facing knowledge base, and we use a lot of screenshots in our procedures. My question is, do we have to upload the images to the image library, or is this optional? At this point, I only recommended we use the image library if we had other attachments (PDF, DOCX, XLS) that we want visible to the customer, and we do not want our screenshots listed.

What should we be doing? I would like us to do it correctly from the beginning instead of backtracking. Most of our screenshots/images are unique to that article and not reused. 

Thanks - Sherri

[Allen Andreas]

Hi,

Sorry your screenshots listed statement caused a bit of confusion for me, but to explain what you can do, you can simply paste the images into the relevant HTML field within the article, you can embed them, or you can use the image library to store them for use elsewhere.

Image library is good to use if you want users to reference already uploaded images without them having to always upload them. For example...PPE images that may be referenced in multiple articles in various ways, the image library would have the images.

One additional note is that the image library requires a role to be able to use it, so if you're not wanting to give people access to the image library as a whole, consider that as part of which option you use when adding images.

[SRegier]

I did not include a code example, my bad. This is what SN is adding in the code when we attach the screenshots to the articles

<img title="excel_01.png" src="/sys_attachment.do?sys_id=6bcc84e49721a150c4e478e3a253afd6" alt="blank workbook" width="198" height="183" />

[Allen Andreas]

Hi,

You can edit your original post so your reply isn't lost down here in the comments, but I'm failing to still understand what you mean by screenshots listed. Are you saying you don't want the user to be able to see the URL to the attachment when looking at the HTML/code of the article?

Unfortunately, you haven't explained what you mean...or what your concern is, exactly. You're still using verbiage you understand but we don't 😞

[mbernste]

I think what the OP is referring to is that when you check "display attachments" it displays anything that is attached that is contained as part of the article, including images embedded in the article as attachment files when the article is displayed.