Customized html field on knowledge article got compressed when opening any KB articles

[Ananya12]

Hi,

We have customized HTML fields on our Knowledge Articles. When a KB article is opened, these HTML fields appear compressed or collapsed by default. Users must click the "+" icon to expand them and view the content at its normal size.

there are no UI policies and client scripts on those fields.

[boteeuwen]

It looks like this is most likely caused by a saved user preference for the TinyMCE editor height rather than a UI Policy or Client Script.
First, open the User Preferences table in ServiceNow. You can do this by navigating to sys_user_preference.list. In the list, search the Name field for preferences containing "tinymce_height".
If you find one or more preferences with that name, check whether they belong to the affected user. These preferences can store the height of the HTML editor, so if the editor was collapsed or resized before, ServiceNow may keep using that saved height when the article is opened again.
Delete the relevant tinymce_height preference records for the affected user. After deleting them, open cache.do and clear the system cache.
Once that is done, reload the Knowledge Article form completely. It can also help to log out and log back in before testing again.
The HTML fields should then open using their normal default height again, which in our case was around 250px.
If this solves the issue, could you mark the reply as helpful or as the solution?

[Ananya12]

Hi,

Thank you for the response,

we have cleared the tinymce_height related records in the user preference table but still the issue is same.

[boteeuwen]

I’m not completely sure this is the exact cause in your case, but one thing you could test is setting a default height on the dictionary entry of the custom HTML field.
Right click the field label and select Configure Dictionary. In the dictionary record, check the Attributes field and try adding editor.height=250. You can adjust the value if needed.
After saving, reload the Knowledge Article form and see if the HTML field now opens at the expected height.
If that does not change the behavior, I would also check the tinymce_height user preferences, since the collapsed state may be stored per user.
If this helps, could you mark the reply as helpful or as the solution?

[Henriette]

Did you find any solution or workaround for this issue? We have the same issue after using a UI Policy on two HTML fields in Knowledge article form.