Loading

Digital Experience Site users are unable to see files attached to an article

Data pubblicazione: Oct 13, 2022
Descrizione

Users may report that Site Users are unable to see Files attached to a Knowledge Article.

Checking to View Where a File Is Shared may show multiple sharing entries for the Article under "Who Can Access" with their Customer Access toggle set to Disabled. 

Make Files on Records Visible to Customers. When knowledge users add files to an article and publish it they can set "Customer Access" for the attached file to enabled.  

The number of sharing entries present for the Article will correspond to the number of major article versions published since the file was initially added.
 

To see a File's current sharing:

 
1. Open any article that has attached file to it
2. Click Related then preview the file
3. Click Share
4. Expand Who Can Access
 
Risoluzione

By default, files on records aren’t visible to customers in sites. The new Customer Access switch on a file’s sharing detail page lets you decide when customers can see the file. Once the Article is edited as draft it's expected for the file sharing entry to be created with the "Customer Access" toggle enabled as already set in the published version. In case you want to disable the customer access on an existing file linked to a published article version, you could do it in draft version. 

Note: Attempting to remove File Sharing entries for Knowledge Articles will result in an error:

Can't share with Article with related File and new versions because of an error.

This is expected and known to occur if the sharing entry's corresponding article version is not in draft status. It's only possible to remove file sharing or associations to articles for only the latest version of an article when it's currently in draft status.

Alternatively, and admin may update the corresponding ContentDocumentLink records that store the Article and File association to set visibility from InternalUsers to AllUsers via the API using Data Loader.

 

See Also:

Make Files on Records Visible to Customers
Work with Files in Your Experience Cloud Site
File Visibility and Sharing in Experience Cloud Sites
 
Numero articolo Knowledge

000380258

 
Caricamento
Salesforce Help | Article