KB - Images from knowledge could be lost

This article is about product releases

ALVAO Service Desk 11.1 and higher

Symptoms

If multiple in-text images are present in knowledge and you want to edit and save this knowledge, only the first image is preserved. Other images are deleted from the database.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 11.1.2214 - 11.1/SP1 FIX7 (2023-12-07)

Workaround

Steps to reproduce this behavior

Create a new knowledge. Paste two or more in-text images. Save knowledge. Edit the same knowledge and save again without changing. The first image is preserved, but the others are deleted from the database. Images are shown correctly but they are only stored in the temporary documents folder on a server. After this folder is cleared, images are not showing correctly.

Issue number

T151287ALVAO

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