Idea ID 2765332
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.
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.
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