Attention Knowledge Base Authors / Editors

March 25, 2019

To maintain a more usable and accessible environment in ServiceNow, we removed the Attachment Link field. This field, when selected, caused any link to a knowledge base article to open an attachment directly. Instead of immediately sending individuals to an attachment, it is a better user experience to always visit the article page for an opportunity to review context before viewing any related attachments. 
 
Going forward, all individuals who create knowledge articles should ensure descriptive text is included within the body of the knowledge article. If an attachment is required, the individual creating the knowledge article will need to select the Display Attachment checkbox. Article authors should ensure descriptive title and information is provided for any attachment linked through the article.