Subject: How to Update PDF Attachment in Knowledge Article & Keep Same URL/Link?

[Caroline Sampso]

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

[Siddhesh Jadhav]

Hi @Caroline Sampso ,

In ServiceNow, it is not possible to replace an existing PDF or DOC attachment and keep the same link. Every time a new file is attached, ServiceNow creates a new record in sys_attachment with a new sys_id, so any direct attachment URLs used in emails or external systems (like Workday) will break. The recommended best practice is to share the Knowledge Article link instead of the attachment link. This way, you can update or replace the PDF on the article, and users will always access the latest version without breaking existing links.

Thanks, and Regards
Siddhesh Jadhav

Please accept this answer if it resolves your question.

[vaishali231]

hey @Caroline Sampso 
You can update the content of an attached PDF without breaking any existing links, as long as you replace the existing attachment instead of adding a new one.

Why This Works

In ServiceNow, attachment URLs reference the sys_attachment.sys_id, not the file name or its content.
If the attachment record remains the same, all links that point to it continue to work, regardless of the file content being updated.

This applies to:

“View” links sent via email

Links embedded in external systems (e.g., Workday)

Direct attachment URLs

Best Practice (Recommended)

Replace the existing PDF file on the Knowledge Article

Steps:

Open the Knowledge Article

Locate the existing PDF in the Attachments section

Replace/update the file (do not create a new attachment)

Upload the new version of the PDF

Result:

The attachment sys_id remains unchanged

All existing links continue to work

Consumers automatically see the updated content

What to Avoid

Uploading a new PDF as a separate attachment
This creates a new sys_id and breaks all existing links

Relying on file name replacement alone
 File name does not control link stability

About Document ID / Versioning

Knowledge Article versioning does not version attachments

Using a separate Document ID or external reference is not required for this scenario

Simply replacing the attachment is the cleanest and supported approach

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If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.

Regards
Vaishali Singh

[Johan van den H]

Thank you @vaishali231 
We have tried the steps you described to update a PDF file that is attached to a knowledge article but the result is always an extra attachment (with the same filename but with a new sys_id and therefore with a new URL).
We seem to be doing something wrong in the steps taken to update the attachment, but what?