Cannot edit Knowledge Articles created with the MS Word Add-in

[Alexandru Dumbr]

Hello everyone,

Maybe you can help me with the following issue. We're trying to deploy V3 Knowledge Management on our platform and we're going to use the MS WORD add-in to author articles. I have observed a strange behaviour of the ServiceNow editor after using the Unlink From Word function. So normally we should be able to edit the article locally in the default service now editor. 

The problem is that we cannot edit anything on the article body. The enter command does not skip to the next like and it overwrites the previous line. Also the text is constrained sometimes into a tiny box. 

Did anyone experience this issue and if yes how did you managed to solve it ? 

Thanks and have a great day !

[Andrew G]

Hi Alexandru, we are experiencing the same situation with using Word to edit KA's, as we all more issues. Have you submitted a HI Ticket to ServiceNow? Have you progressed on figuring it out?

The other issue we've found, which I'd be interested to know if you've experienced this too, is:  when KA’s are created in SN first, then edited in Word, it loses its existing formatting.

Thanks.

[Alexandru Dumbr]

Hi Andrew,

I completely missed your post , sorry. Yes we experience the same formatting issue when bringing the article into MS word via the plugin from Snow. 

I raised a ticket and the response is that they are simply not compatible. Once you start creating and editing articles in MsWord via the plugin you need to keep doing that because the TinyMCE editor is not compatible with the MSWord formatting ( amazing 🙂 )  . 

I would reccomend to remove from the from the Unlink From Word option as it is useless in this context and it will confuse the users. We will instruct the users to use this feature only for complicated articles that need formatting options that the internal editor cannot deliver properly ( ex tables ). 

//Alex  

[Ramelo Gusilata]

Similarly, we have been experience edited files from using this add-in.  It puts in MS Word HTML CSS coding that is different from the source page.  Can it open the article with the original HTML codes and not add its own web codes?

[Alexandru Dumbr]

Hi Ramelo,

It can but the formatting is way off if the article was previously created with the TinyMCE editor. I would reccomend to edit only articlces created with this plugin.

//Alex