How to stop article attachments from displaying in search results if Display Attachments is not selected

ChristyParrish
Kilo Contributor

‎07-18-2018 11:50 AM

We've found that article attachments are displaying in search results (both from Global search and Knowledge search fields. The problem is that if the Display Attachments box is not selected on the article, we don't really want people opening the attachments as they are not being kept up to date and are often just an artifact of the import process.

How can we get this corrected so that they only see attachments we want them to see?

 

Christy

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Michael Ritchie
ServiceNow Employee
ServiceNow Employee

‎07-18-2018 12:01 PM

Christy this sounds like a bug that you may want to report to Support.  This said there is a system property to stop the display of attachments in lists.  See this KB article for details:

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/product/knowledge-management/re...

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Michael QCKM
Tera Guru

‎08-01-2018 02:47 PM

Display Attachments box on the article is different than the one that michael.ritchie mentions below.

"Display attachments" on the article, displays all attachments when viewing the article - not in the search results page.

Your situation seems a bit different - it seems that you will need to REMOVE the attachments altogether in order to achieve your "do not find, do not use" result

 

We are having the Admins turn OFF Indexing attachments (these are indexed by default) [set “Attachment index” to false on the kb_knowledge Table Dictionary Entry Attribute] so the attachments aren't driving the result

AND

turn OFF displaying attachments [set “Text index attachment displayed” to false] so they don't take up a ton of screen real estate.

NOTE: We are on Kingston.

Use the following links to assist you:

Users are reporting that Knowledge articles with attachments are taking up a huge amount of screen space in the search results.

They are requesting that we;

  1. Turn off the Indexing on Attachments, as the content being searched should be in the main article, leading them to find the attachment.
  2. Turn off the display of attachments in the Results screen, freeing up large amounts of space for other, relevant results
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