Unable to open KB article

[KayTheNovice]

Users are encountering an issue when trying to open a particular Knowledge article from Self Service. Instead of opening, it downloads an attachment. I've followed a SN Support article that reads...

"If there is an article in itself does not have any content and has 'Attachment link' checked on the knowledge then attachment directly gets downloaded this causes kb_use to not get updated.

So when we click on the article from the list it downloads the attachment instead of opening the article. This is not considered as a "view" of the article as per the OOTB implementation. This is an attachment read and not an article"

Unchecking the "Attachment link" box solved the issue, but the customer is not satisfied with this workaround  and wants a more permanent fix as they might want to use that box in the future. Any suggestions?

[Brian Lancaster]

This is how the system works. I don't think there is anything else you can do. If Attachment link is check the attachment just auto downloads. That is the way the system has always worked.

[Slava Savitsky]

This is how ServiceNow works. You either have your content directly in the KB article record, in which case it opens within the ServiceNow UI, or you store it in an attachment, in which case it gets downloaded as a file. What exactly is your customer complaining about? How do they envision the user experience when working with the Knowledge Base in ServiceNow?

[KayTheNovice]

Sounds to me like they're expecting the 'Attachment link' box to do what the 'Display attachment' box does.  Thanks!