Document Viewer not working for docx or xlsx

[florianvoel]

Hello,

I use the Document Viewer for .txt or .pdf files, and it works well. However, there are issues with .docx or .xlsx files. In the sys_document_viewer_status table, the entries show a ConversionStatus of "Conversion failed." I have noticed that ServiceNow attempts to convert these files to PDF in the background. Are there any configurations missing that would allow Word or Excel files to be displayed?

Thank you!

[abirakundu23]

@priyanshukh ,

I would suggest raising a ServiceNow HI Support ticket to validate this behavior. Since this is an out-of-the-box (OOTB) functionality, if it works for PDF files, it should ideally work for .xlsx and .docx files as well.

In b/w did you changed any configuration in OOB level for document viewer ?

Please mark helpful & correct answer if it's worthy for you.

[priyanshukh]

We have raised h HI ticket to SN. Also what we observed that Admin(role) is able to view that document but for other roles like agent/fulfiller role aren't. 

[abirakundu23]

Hi @priyanshukh ,
Please check configuration where any role level restriction in place that is blocking for non admin users.

Please mark helpful & correct answer if it's worthy for you.

[jeffreyluto]

Document Conversion Service in ServiceNow is different than the ParExport server. In on-premise versions of SNOW they are separate services, so I imagine in Cloud versions they are too. I have ParExport installed and I can export: .PDF, .XLSX, .CSV, .XML, .JSON. Could be an issue w/ certs, HTTP(S), or incompatible version.