In ServicePoint the attachments are not listed in linked KD

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Article ID: 197888

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Issue:
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Knowledge attachment is not displayed in Service Point when the KD is linked to another KD.

Environmental Details:
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USRD  17.3/Windows

Steps:
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1. Create a Knowledge Document called KD1 attach a document called test.txt and publish it.

2. Now create another knowledge document KD2 attach a document test1.txt, link KD1 to it and  publish.

3. Now create a ticket and select KD2 under Knowledge tab and accept is as solution.

4. Open this ticket in Service Point and click on the attached knowledge.

5. KD2 will open and when you click on attachment icon can see the attached document test1.txt.

6. Now within KD2 click on KD1 and click attachment icon, the attachment is not displayed. It shows blank.

This is working in standard GUI and xflow interface but only in Service Point it is not displaying.

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Resolution

This is a known defect DE57375 and fix is included in 17.3 RU3.