CSM Workspace – Attachment opens in new page instead of downloading (works differently in Native UI)

[ramireddysa]

When I click on the attachment, instead of downloading it open a new page in CSM workspace. Could you please help me with this.

@Dr Atul G- LNG 

@Ankur Bawiskar 

[Ankur Bawiskar]

@ramireddysa 

it's OOTB behavior in Workspace

check below

Attachments prompting to be downloaded rather than opening directly when clicking "view" 

Attachments in SNOW are always downloading as file 

How to force download an attachment instead of showing the preview 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[ramireddysa]

@Ankur Bawiskar , Thank you for the response. It is configured the same way that is there in the article. but it is not working. Could you please help me with this. please find the attached images.

[Ankur Bawiskar]

@ramireddysa 

in my PDI in both SOW and CSM workspace the file shows and doesn't auto download

that's OOTB behavior

I think for your requirement you will require some UI builder custom solution to download when clicked

why not train agents to click 3 dots and then dowload?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @ramireddysa 

Check this KB: KB2997567 KB Attachments Open In A New Tab Instead Of Downloading The File 

Resolution

Steps to Resolve
1. Disable the document viewer at the table level by setting the 'use_document_viewer' attribute to false in the sys_dictionary entry for the knowledge table.
2. Ensure the 'com.snc.documentviewer.enable_document_viewer' system property exists in the system, as this is required for the solution to work.
3. Test the change to confirm attachments now download instead of opening in a new tab.