Zendesk: Images attached to articles

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ms-road
Posts: 4
Joined: Thu Jan 23, 2025 2:22 am

Zendesk: Images attached to articles

Post by ms-road »

I'm trying to publish some DITA topics in my XML Author project to Zendesk as articles there. One issue I encountered was that I found all the images in my topics were attached to relevant Zendesk articles, resulting in a long list of attachments displayed at the top of the article. Is there a way to not attach the images to the published articles? I think the images used in the topic should be put into the Zendesk media library, instead of being attached to the articles.

Could anyone give me a hand?
Radu
Posts: 9343
Joined: Fri Jul 09, 2004 5:18 pm

Re: Zendesk: Images attached to articles

Post by Radu »

Hi,
What version of Oxygen are you using?
In Oxygen 27.0 we made changes to the publishing so that images which are uploaded as part of the topic should no longer appear as attached at the end of articles.
Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com
ms-road
Posts: 4
Joined: Thu Jan 23, 2025 2:22 am

Re: Zendesk: Images attached to articles

Post by ms-road »

Hi Radu,

I'm using "XML Author 27.0, build 2024121306". Is there a parameter (or another setting) that I can configure for this?

Cheers,
Michael
Radu
Posts: 9343
Joined: Fri Jul 09, 2004 5:18 pm

Re: Zendesk: Images attached to articles

Post by Radu »

Hi Michael,

I just tested publishing with Oxygen 27 and its bundled DITA OT publishing engine and I cannot reproduce the problem, the image appears in the article, there is no other attachment link to it in the article.
If you look in the Oxygen Preferences->"DITA" page, are you publishing with Oxygen 27's bundled publishing engine or with a custom older DITA OT publishing engine?

Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com
ms-road
Posts: 4
Joined: Thu Jan 23, 2025 2:22 am

Re: Zendesk: Images attached to articles

Post by ms-road »

Yes, I'm using the bundled publishing engine, as shown below:
image.png
image.png (20.61 KiB) Viewed 291 times
My current situation is that we converted a big Word document, which contained a lot of images, into DITA topics. After the conversion, I tried to publish one of the topics in the project to Zendesk as an article there.

The converted topic is like this:
image.png
image.png (30.52 KiB) Viewed 291 times
The draft article published to Zendesk had images attached, like this:
image.png
image.png (78.21 KiB) Viewed 291 times
The settings of the article showed two images attached:
image.png
image.png (8.23 KiB) Viewed 291 times
This might be another issue. There were 3 images in the topic. However, only the second and the third one were shown as attached. The first image was displayed normally, without being attached.

Could you help?

BTW, I'm using a trial version of XML Author for evaluation purpose, and this is a critical issue that will affect our purchasing decision. Publishing to Zendesk is one of our major goals.
Radu
Posts: 9343
Joined: Fri Jul 09, 2004 5:18 pm

Re: Zendesk: Images attached to articles

Post by Radu »

Hi,

Your test with more than one image in a topic put me on the right track.
So yes, if there are multiple images, only the first one is in-lined (non-attached) but the other image references appear also attached at the end of the article.
It seems we have a bug in this regard, I added an internal issue to look into fixing the problem, pasting the issue ID below for future reference:
EXM-55240 Zendesk publishing - multiple images in topic appear as attachments
We will try to have a fix for the issue in Oxygen 27.1 (Match this year). If you want to test the fix sooner, you can contact us directly (support@oxygenxml.com) and we can look into providing you with a nightly build of the publishing engine for tests.

Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com
ms-road
Posts: 4
Joined: Thu Jan 23, 2025 2:22 am

Re: Zendesk: Images attached to articles

Post by ms-road »

That will be fantastic! Thanks so much, Radu. We'll be expecting your new release in March. :D
Radu
Posts: 9343
Joined: Fri Jul 09, 2004 5:18 pm

Re: Zendesk: Images attached to articles

Post by Radu »

Hi,
Right, I will update this forum thread when the fix becomes available.
Regards,
Radu
Radu Coravu
<oXygen/> XML Editor
http://www.oxygenxml.com
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