Hi Community,
I need guidance on updating an existing PDF file attached to a ServiceNow Knowledge Article (KA) without breaking any existing links that point to it.
Current Situation:
- A PDF is attached to a specific Knowledge Article.
- This PDF has multiple consumers:
- A direct "View" link in an email communication.
- An attachment link within Workday (which uses the same frame/KA).
Goal:
- Replace the content of the PDF with a new version (e.g., updated policy/form).
- Ensure all existing links (in emails, Workday, etc.) continue to work and point to the new PDF content seamlessly.
Question:
- Is it possible to simply replace the file within the existing attachment record in the KA, and will all links automatically update?
- If not, what is the recommended ServiceNow best practice for this scenario? Should I:
- Use a new attachment and update links (breaks old links)?
- Use a Document ID/sys_id approach?
- Something else entirely?
Any advice or examples from those who have managed this would be greatly appreciated!
Thanks,
Caroline
