HTML Catalog Variables Not Editable in One Portal – TinyMCE Version 6.8.4 vs. 8.3.0
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14m ago
Hi everyone,
I'm experiencing an issue with HTML-type variables in Catalog Items on our ServiceNow instance.
Problem Description
HTML-type catalog variables are no longer editable in one of our existing portals. When I try to enter content in the HTML editor, it does not allow me to type.
After opening the browser Developer Tools (F12), I found the following error in the console:
The "powerpaste" plugin requires at least version 8.3.0 of TinyMCE.
I then checked the TinyMCE version using the following expression:
tinymce.majorVersion + '.' + tinymce.minorVersion
The result was 6.8.4.
Troubleshooting and Findings
I performed several tests on the same ServiceNow instance:
Tested another existing portal: When I accessed the same Catalog Items through another portal, the HTML variables worked correctly. The TinyMCE version was 8.3.0.
Created a new portal: I created a new portal and configured its settings to match those of the problematic portal, including the Homepage, Main Menu, Theme, and Quick Start Configuration. When I accessed the Catalog Items through this new portal, the HTML variables worked correctly, and the TinyMCE version was 8.3.0.
Cloned the problematic portal: I cloned the problematic portal using the "Insert and Stay" action and tested the HTML variables again. The cloned portal exhibited the same issue as the original portal, and the TinyMCE version was still 6.8.4.
Based on these tests, the issue appears to be related to the configuration or some portal-specific component of the original portal, rather than a general issue affecting all portals on the instance.
However, I have not yet identified which configuration or component is causing the older TinyMCE version to load.
My Questions
What could cause one portal to load TinyMCE 6.8.4 while another portal on the same instance loads TinyMCE 8.3.0?
Are there any portal-specific configurations, widgets, UI scripts, or other dependencies that could cause this behavior?
Is there a recommended way to identify which component is loading or initializing the older TinyMCE version?
Has anyone encountered a similar issue, particularly after a ServiceNow upgrade or patch?
Any suggestions or guidance on how to troubleshoot this issue would be greatly appreciated.
Thank you!
