Knowledge Blocks not displaying correctly

[Thedavisrun]

We are just implementing K Blocks and are running into an issue with how they are displayed in the actual KBase.

They just display a block but not the text etc.  See below for recreation steps. 

Steps to recreate. 
1. Create a knowledge Block. 
2. Create an Article 
3. Add the Knowledge Block created to the article. 
4. Publish the article. 
5. Go to the HR portal and Find the Article. 
6. Notice the Article View is incorrect. It seems the back-end view from ServiceNow. As a result, the Knowledge Blocks are displayed instead of the text that belongs to the Knowledge Block (see screenshot 1). 

Screenshot1

EXPECTED BEHAVIOR: When the user goes to the HR Portal and click in the article, he should be able to see the text that comes from the Knowledge Blocks. 

*If you go to the back-end and open the article, there is one option to preview how it looks with the Knowledge Blocks. When we click there (See screenshot 2) the correct view is displayed (Screenshot 3). 

Screenshot2

Screenshot3

[Cindy Good]

Did you create your Knowledge Blocks in the same Knowledge Base as your Knowledge Article.  Did you publish your knowledge blocks?  Here's what works for me:

1.  Create New Knowledge Block in the Knowledge Base that you are using for the article.  Add content.  Save then Publish.  Rinse and repeat as many times as required.  

2.  Create Knowledge Article.  

3.  Select Add Blocks.  Search for the blocks and add them in the order you want them to appear in the article.  

4.  Save and Publish the article.  I use "Instant Publish" so it makes it easier to test.  

5.  Preview the article.  You should see your blocks with their text.  

6.  Now, I see you are using Versioning.  Here's what I have seen happening with Knowledge Blocks and Versioning:

1.  Make a change to a Knowledge Block.  Save and Publish the changed Knowledge Block.  It will create a new version of the block. 

2.  Open your Knowledge article to view the change in the Knowledge Block and you will find that the Knowledge Article now has a new version -- but that it is unpublished.  You have to publish the new Knowledge Article to see the change you made to the Knowledge Block.  

Hope that helps.  

[Thedavisrun]

HI Cindy,

they are created n the same Knowledge base and it is not a  publishing/versioning issue.

As I mentioned above they look fine when you preview them but not when you actually see them in the portal/knowledge base.

[Thedavisrun · Accepted solution]

It turned out this was a problem with the KB article display widget as we had it customized.  the only way to fix was to go back to the out of the box widget. 

[Alexis8]

Hi - We are experiencing the same issue - but the blocks rendered just fine in our Dev & QA environment, but not in Production - and thoughts on how to resolve without going back to OOB?