Knowledge document embedded images are not appearing after upgrading

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Article ID: 108552

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS 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.

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.

Environment

Service Desk 17.1
Service Desk 17.0
Service Desk 14.1

Resolution

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

<Please see attached file for image>

User-added image

Attachments

1558698634832000108552_sktwi1f5rjvs16jep.png get_app