Knowledge document embedded images are not appearing after upgrading

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Knowledge document embedded images stopped appearing after upgrading CA Service Desk to a newer version.

Environment

Service Desk 17.1
Service Desk 17.0
Service Desk 14.1

Cause

It happens if the "Upload Path" in the "Knowledge Attachments" repository is misconfigured. If you have a high availability environment with a shared folder for images, you have to pay attention if the "Upload Path" is properly configured after an upgrading process.

Resolution

Make sure the "Upload Path" in the "Knowledge Attachments" repository is properly configured with the correct path for the images folder.