Idea ID: 2765332

Files attached in the Attachments section are not visible in the Service Portal

Status : Already Offered
over 1 year ago

Customer: Reserve Bank of India

If any document is attached in the article’s attachment section, it is not visible to end user as an attachment in service portal. 
Customer want's the attachment to be visible in service portal. 

STR: 

1. In Agent UI --> Dashboard --> Knowledge --> create a new article ((Publish external)
2. Add attachment
3. Open the KB  (id) in Service Portal and notice that the attachment is not visible.

For customer, this is very critical from the end users perspective.
They have prepared multiple user manuals (pdf) for different user departments as per the customer guidelines and same has to be uploaded in KM for their reference.
But they are not able convert those documents into HTML format and while trying to do the same, complete format/structure of the document is getting changed. If any document is attached in the article’s attachment section, it is not visible to end user as an attachment in service portal.

Tags:

  • If you want to expose an attachment to end users you can already do this by including it in the Rich Text content of the Article.

    The attachment section is intended to be used for any files that are needed during the authoring/review process. 

    Thanks, Steve.

  • If we are not able to import or convert our documents which are prepared for end users and technical teams, then how it can be configured and make available for users. Even there is no use of attachments which are attached in the articale itself.

    It only allow us to write/make complete document manually in content section for each individual article. Is this the only thing you are expecting from us to do in KM module.

    These are the basic features should be available in the KM module. Even this is available in earlier versions of SM or SMA-SM where we can directly attach any type of document and make it available for users.