Knowledge Article Preview Displays All Elements, but Edit View Shows Only One Element (SOW View)

[ChristylazaA]

When editing a Knowledge Article in Service Operations Workspace (SOW), only a single element is displayed in the article content. However, when the Preview option is selected, all the expected elements and content are displayed correctly.
Expected behavior:
All article elements should be visible in both Edit and Preview views.

Actual behavior:
Edit view displays only one element.
Preview view displays all required elements correctly.

[sachinvic · Accepted solution]

@ChristylazaA 

Hi,

Can you confirm whether the article uses Knowledge Blocks or standard content in the article body?

If it uses Knowledge Blocks, their content may not be displayed inline in the editor; the block title can appear instead, while the full content is rendered in Preview.

If these are ordinary text, image, or other content elements, compare the article in the standard Knowledge editor and SOW. Also test with a new article to determine whether the issue is specific to this record or the SOW editor.

If ordinary content is missing only in SOW Edit mode while Preview displays everything correctly, capture the affected article and your ServiceNow release/patch level and raise it with ServiceNow Support if reproducible. I wouldn't modify the article HTML or editor configuration until the cause is identified.

FYR: https://www.servicenow.com/docs/r/servicenow-platform/kc-article-editor.html

Helpful? Please mark the response as Accepted Solution ✅ and close the thread  — this helps future readers find the solution faster.

Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP