Expand/Collapse text within knowledge articles

derekdoctors
Tera Contributor

‎06-13-2023 06:55 AM

As a knowledge manager i've been using the guidance in this knowledge article to use some basic HTML code to provide expandable/collapsible text within my knowledge articles: 
https://www.servicenow.com/community/in-other-news/add-expand-and-collapse-functionality-to-any-know...

 

I've seen other posts which says that an in-editor expand/collapse feature is "in the roadmap" so I wanted to try and understand how long it may be before this feature is standard within the basic editor functions? It would be really useful and save a lot of time we're spending doing HTML coding for many paragraphs of text within an individual KA! 

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17 REPLIES 17

Kim27
Tera Guru

‎07-26-2023 07:50 AM - edited ‎07-26-2023 07:51 AM

Here's the idea - if so inclined, please go vote on it: https://support.servicenow.com/ideas?id=view_idea&sysparm_idea_id=afd6d6bddba444100be6a345ca961984&s...

 

It looks like the status is "in consideration". Other ideas related to formatting are:

Rachel38
Tera Expert
In response to Kim27

‎08-01-2023 05:10 AM

Thanks Kim, since they moved the "ideas" area to Now Support, I can't access it 😞 

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Kim27
Tera Guru
In response to Rachel38

‎08-01-2023 08:50 AM

Hi Rachel - they changed it so that us peons CAN access the idea portal again! Here's the message I received: 

Restored Idea Portal Access notification
Be informed • March 2023

The Idea Portal is used to search for, discuss, and vote on product and feature enhancement requests. In addition to voting, users can submit their own ServiceNow product enhancement requests by posting ideas that others can search for and vote on.

 

On October 2, 2022, the Idea Portal migrated from ServiceNow Community to the Now Support platform. After this migration, only authorized Now Support users were able to access the Idea Portal at it's new location (https://support.servicenow.com/ideas).

Here's what you can expect

  • If you lost access as a result of this migration but did not have a ServiceNow username (i.e. ServiceNow ID) and password, you will now be able to login to the Idea Portal using your Now Community login credentials.
  • If you lost access as a result of this migration but have a ServiceNow username (i.e. ServiceNow ID) and password, you will now be able to login to the Idea Portal using that account.

Questions?

  • If you have an active Now Support login, review KB0755878 for an overview of the Idea Portal.
    • If you need to create a new login, visit KB1279992 or contact your ServiceNow administrator.
  • Current users who with login issues please visit KB0781690. 
  • New users, since October 2, 2022, who want to access the Idea Portal can find directions to do so by visiting KB1279992.
  • We are here to help. If you have any questions, please visit KB0781690 or go the Customer Support - Contact Us knowledge article for contact information in your region.

Thank you

We greatly appreciate your patience while we worked to develop a resolution for this issue.

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Rachel38
Tera Expert
In response to Kim27

‎08-02-2023 02:09 AM

How strange, whenever I try to log in using my community login credentials, I see an error message. I can't upload a screenshot because our organisation doesn't allow uploading of images or files to websites but it says: 

 

Sorry, you can't login with this ServiceNow ID
 
To protect your data, only ServiceNow IDs with authorized email addresses can be used to log in. To access Now Support, you can do any of the following:

 

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Leri Andrews
Tera Guru

‎08-01-2023 05:11 AM

TinyMCE already has accordion functionality but the current plugin for UI16 TinyMCE v.4.0.26 does not have it as a supported button. https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/workspace/conc...

Its not clear if v5 is available as it mentions upgrading to it here https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/build/service-portal/reference/cha... and even then its not clear when accordions will become a 'supported button' .  Historically ServiceNow have always taken a long time to catch up with the latest TinyMCE functionality.

 

Personally I think any article that is long enough to need accordions needs a rethink.  They're useful on mobile devices but otherwise forcing users to rely on their understanding of a sub-heading and clicking seems counterproductive. However, I too would like the option to be available!

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