Has anyone used an image displayed next to the Short Description?

[kriss]

There is an image field on the Knowledge form. We are on Fuji. I've included a screenshot with the out of box hover text displayed. If I select a headset, for example, I am assuming a little headset would display on the Short Description line.  

Has anyone used this successfully? We have not been able to figure out how to make the image display in "View Article". Would appreciate knowing how to make it visible.

[will_smith]

Hey Kris!

According to the wiki article Creating Knowledge - ServiceNow Wiki   the image field is used to show:

An image that appears beside the article when searching from the legacy knowledge portal.

What version of Knowledge are you using Kris, Version 2 (legacy) or Version 3? This table, taken from Migrating to Knowledge Management v3 - ServiceNow Wiki   should help explain the key differences and provide the answer. These key differences exist between the legacy and v3 knowledge management functionality.

Legacy Knowledge	Knowledge v3
One knowledge base.	Multiple knowledge bases.
A single publishing workflow shared by all articles.	Separate, customizable workflows available for each knowledge base.
Two-level organizational structure with Topic and Category. A single organizational taxonomy shared by all articles.	Category structure with any number of levels. Each knowledge base has a unique category taxonomy.
Permissions defined per article using roles and ACLs.	Permissions defined per knowledge base using user criteria.

[kriss]

We are on v3 Fuji. I did find the info below from   Configuring Knowledge Properties - ServiceNow Wiki which is for the Fuji release. To be honest, I'm not sure I understand what it means. I don't think the use case we had in mind applies, however.

Click the reference lookup icon () and choose an image file to be displayed on knowledge pages that are used outside of the ServiceNow application frames. For example, the logo image selected here appears if you create a Content Management System site that includes knowledge pages. You can also enter theName of an image stored in the database to use that image.

[will_smith]

It sounds to me like the image is only used in the legacy knowlegebase. Are you wanting your headset image to show up next to the short description in the knowledge list? I added an image to one of my demo knowledge articles and I don't see the image anywhere, so it seems that is indeed only used for legacy knowledge.

[kriss]

Yes, that was our hope. So, for a help desk user that also has access to the self service KB, they could easily distinguish (with an image) which were for Help Desk only and which they could refer to the end user. We assumed it was possibly a legacy thing but I could not find anything specifically stating that so thought I'd throw it out and see what the community had to say. Interesting that the excerpt I included was on the page stating that the info applied to Fuji....