External Users cannot see knowledge article attachments

[donnadavis]

We recently upgraded to Orlando.  We now have a problem with external users not being able to open knowledge article attachments.  After some debugging, I found the ACLs that needed to have the external role added for the users to view the attachments. I have not yet made the changes to our prod instance because I feel that these updates are leaving us open to external users having more access than intended.  I now wonder if there is a setting or property that I missed that would clear this up easier than changing all the ACLs.

My potential changes are:

1. Add snc_external to 5 of the sys_attachment read ACLs
2. Add snc_external role to Name=*, Type=ui_page, Operation=read ACL - Allow all internal users to access the UI pages without restriction (gives access to external users to $viewer.do)
3. Add snc_external role to Name=*, Type=client_callable_script_include, Operation=execute - Allow all internal users to access the client callable script includes without restriction(gives access to Document Viewer preview)

Is there an easier way to handle this?  Thanks for your help

[sachin_namjoshi]

IF you want external users to view KB article content in service portal, then you need to make respective KB portal pages public using below

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/tas...

Regards,

Sachin

[donnadavis]

The users can see the knowledge articles, they are getting a security error when they try to open the attachments that are on the knowledge articles

[sachin_namjoshi]

You will have to create ACL on sys_attachment table to allow external users to view attachments.

Regards,

Sachin

[Kunal Varkhede]

Hi,

Try to Read ACL for sys_attachment table. So that users can see the knowledge articles.

Thanks,

Kunal