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?