Screenshots in Knowledge Articles not displaying correctly following clone/patch

ruthbrown
Mega Contributor

‎06-21-2015 08:54 AM

We are preparing to patch to Eureka Patch 10.   We have cloned Prod to PreProd and applied the patch.   In Prod, some of our Knowledge articles have screenshots within them, displayed as part of the article.   They also show as .png attachments in Manage Attachments on the published version record (KBV...) and on the master article (KB...).   The screenshots are visible in the view of the article from KBV and KB records, and visible by users in ESS.

After the clone/patch in PreProd the screenshots show as black icon with a cross

Screenshot.png

I thought this was because we don't copy attachments across in a clone.   So I have identified one KA that has screenshots in Prod, found the attachments related to the KBV sys id, and the attachments related to the KB sys id, and exported and imported them into PreProd using xml.   I can now see the attachments at the top of the KBV and KB records in Manage Attachments but they still don't display in the body of the article in PreProd.

If I create a new KA in PreProd, with a screenshot, everything displays correctly

I want to prove that the screenshots on existing KAs will display correctly after the patch.   Do you know how I can do this?   I am pretty new to ServiceNow Admin so may be missing something very obvious.

Many thanks

Ruth

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brian_quinn
ServiceNow Employee
ServiceNow Employee

‎06-23-2015 10:05 AM

Ruth,



When you exported the attachments from your Prod instance, which tables did you export from?   You would need to export from both sys_attachment and sys_attachment_doc tables.  



However, please be careful when accessing the sys_attachment_doc table, it is usually one of the largest tables in an instance and you should avoid accessing it without any filters.   If you know the sys_id for the sys_attachment record, then you can use the following URL to filter for all of the relevant sys_attachment_doc records (replace the 009c53e0bf1101007a6d257b3f0739c0 of the URL with your sys_id).



https://your-instance/sys_attachment_doc_list.do?sysparm_query=sys_attachment%3D009c53e0bf1101007a6d...



Thanks


Brian


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ruthbrown
Mega Contributor
In response to brian_quinn

‎06-23-2015 12:26 PM

Thanks Brian


I had not checked the sys_attachment_doc table.   We have resolved it now.   For a specific KA in Prod we exported to xml all the versions associated with it and imported these to PreProd.   And then all the screenshots displayed correctly. The xml import also brought the attachments into PreProd, which I had not expected.



I will go back and have a look at sys_attachment_doc.



Regards


Ruth


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