Knowledge Articles not visible for End Users on Portal just shows attachment

vidhukeshvimal · ‎08-22-2018

Hi All,

Few days back all the articles published 200 + were visible for end users however now it only shows a bunch of attachments.

I figured somehow all the articles published now has Display Attachments as "False" and Attachment Link set as "True"

Is there a way to change all of it without having it to do one by one and going forward how do i ensure this does not happen

Regards,
Vidhukesh

Mark Stanger · ‎08-22-2018

Without knowing how it happened, there's really no good recommendation that could be offered about ensuring it doesn't happen again.

If you're sure that the fix is to change those 2 field values, you can run a background script from the 'Scripts -> Background' module in your left nav to update a group of records without touching anything else or running scripts/workflows. Here's a sample script. It finds all KB articles updated in the last 7 days where 'Display Attachments' is 'False' and 'Attachment Link' is 'True'. Then it changes 'Display Attachments' to 'True' and 'Attachment Link' to 'False'.

// Query for all KB articles updated in the last 7 days where 'direct=true' and 'display_attachments=false'

var kb = new GlideRecord('kb_knowledge');
kb.addEncodedQuery('sys_updated_onONLast 7 days@javascript:gs.beginningOfLast7Days()@javascript:gs.endOfLast7Days()^direct=true^display_attachments=false');
kb.query();
gs.print(kb.getRowCount());
/*while (kb.next()) {
    // Flip the 'direct' and 'display_attachments' fields
    kb.direct = false;
    kb.display_attachments = true;
    kb.autoSysFields(false);
    kb.setWorkflow(false);
    kb.update();
}*/

Note that the script has the actual update of the records commented out. You'll want to run it one time first like that so that you can see how many records will be updated (using the 'kb.getRowCount' line) and make sure that matches what you expect to see. Once you get the correct number of records you should be safe to un-comment the while loop and run the fix script.

View solution in original post

Mark Stanger · ‎08-22-2018

If you've got deleted fields and missing dictionary entries you'll need to work with ServiceNow support.

If my original script solved the question you posted originally please mark that answer as correct.

vidhukeshvimal · ‎08-22-2018

I Figured it out its fixed now thanks Mark