Knowledge Management plugin in MS Word directs to wrong env/ instance.

[iamkurt]

We are following the below steps to deploy knowledge management plugin in MS Word.

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

Initially, we deployed it in DEV and it works. I published a KB in DEV and can search for it from MS Word.

However, when I wanted to deploy it for TEST, it's not working.

I asked the Azure AD Admin to remove the initial configuration which we done for DEV altogether from the AD portal (this part of doc was followed → https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

When we click on "Knowledge Management" add-on on MS Word, it still directs us to DEV, when in fact it should be taking us to TEST env, since we have uploaded manifest XML file for TEST env.

Any suggestions on what we are doing wrong in here?

Shall be much appreciated and thanks in advance for the same.

[Dr Atul G- LNG]

Hi @iamkurt 

Did you make ant changes in property for dev? or it can be cache issue or try to repair the plugin once.

[Community Alums]

Hi @iamkurt ,

The issue seems to be the manifest file or the sync. Would recommend to create a new version of the manifest from test instance and provide this to the MS Exchange team, who deploys the manifest file.

Note- If you would have provided test manifest file with same version as dev then it wont get deployed as it would throw error. So try to provide a new version which is not same as Dev, update the version field manually. The highlighted field in yellow-

One thing to note is post manifest file deployment of the add-in it can take 24-48 hours to get synced into the office suite and the users account as they have scheduled jobs to sync the data.

As similar thing we encountered for outlook add-in as it took around 24 hours to sync.

Note: If you intend to do some customization then you need to ensure that you are not hardcoding the instance urls anywhere.

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar

[iamkurt]

Hi @Community Alums 

Many thanks for taking interest in my issue.

When I try to edit the record, it says it's read-only and I cannot edit.

I am an admin. Will you please advise how can I edit it?

[RohitJain]

Hi @Community Alums 

Thanks for taking interest in my issue.

I tried editing but I get read-only error as can be seen in the screenshot below. I am an admin.

Would you please advise where things are going wrong?