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

[Mathieu Lepoutr]

Hi @SRegier 

In my opinion it depends on the level of visibility you want to provide for the images.

ploading images to the image library within ServiceNow is possible but I would advice you to use Exalate to syncronize them to any issue tracker than you want.

[Kristyelsman]

We just keep the show attachments setting disabled and copy the attachment URL generated by ServiceNow for any attachment we want to include in the article and embed those. Works great so far! 

[drosenst2]

We copy the attachment URL generated by ServiceNow too, and when I got here the display attachments box is disabled. Do you see any benefit to enabling display attachments box or does the attachment URL accomplish everything it can do while also being better for Now Assist?

[Kristyelsman]

We currently do not see a benefit to enabling display attachments (at least not for our implementation) as our articles are image heavy. How this will work with Now Assist in the long run, to be determined. So far embedding the URL seems to be recognized as an attachment in search results.

[drosenst2]

I agree. Is there a ServiceNow admin that can tell us the benefit of using display attachments instead of just using the link once attached to the article?