Attachments are not visible to users who do not have admin, knowledge_admin, or knowledge role. How to make file attachements in Knowledge article, visible articles visible to all

naveed_dg · ‎08-07-2014

Hi Experts,

We have created several "Knowledge" articles and "Product Documentation" Knowledge base articles along with some PDF, Word documents attached.

Users who have admin, knowledge_admin, or knowledge role, can view the KB article as well can see the associated attachment links.

As per this Wiki article Creating Knowledge - ServiceNow Wiki Section 2.1 "By default, they appear only to users with the admin, knowledge_admin, or knowledge role, who can view the knowledge record" NOT all users can see the attachments.

How do we make those attachments visible to users without a Role. The associated Knowledge articles are marked as Public.

Pleas help

Subhajit1 · ‎08-07-2014

Hi Naveed,

You will have to remove all restrictions (Read restrictions) from sys_attachments table.

This should be done through ACLs.

Thanks,

Subhajit

naveed_dg · ‎08-08-2014

Hi Subhajit....Thanks for your reply. I am very new to Service Now and hence finding difficulty in trying out the option you specified.

If you don't mine, may you please give me some detailed steps on how to do it. Thanks in advance.

Subhajit1 · ‎08-09-2014

Hi Naveed,

Go to App Nav->Type in sys_dictionary.list

Once the list populates, right click on the Header Bar and Click on Security Policies.

You will get a List of ACLs.

Check if there is an ACL like sys_attachment.* and see if it is restricted for the above mentioned roles.

You may want to read up ACLs from Wiki or otherwise for better understanding.

Thanks,

Subhajit

naveed_dg · ‎08-12-2014

We raised a support ticket and got the issue resolved. Issue was associated with some code change which was done to achieve a particular requirement and which in turn had disabled people with no role from seeing attachments in a KB article.

Anyhow, thank for you reply and help.