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]

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

[Pradeep Sharma]

Hi Naveed DG

I am not able to replicate this issue.

Just make sure that you have selected "Display attachment" checkbox to true and the article is published as "public" role.

[naveed_dg]

Definitely YES! "Display Attachment" check box is selected.

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.

[puu]

Hi ,

Can you please explain , what resolution you got on raised support ticket and what exactly you have done for making kb article attachments visible to all users ?

(Now , attachments are visible to "Knowledge" or "admin" role users, I want to make it visible for users with no role).

Thank you

[Veer4]

Hi Naveed,

I am also facing the same issue, could you please tell me what was the solution does Hi support team given to you regarding the issue.

Regards,

Veer