Bold text does not appear bold when viewing or printing the article

[lisaj_]

We are on the Jakarta version and suddenly when I use the editor or when I use the source code with the <strong> or <b> html tags to bold text, it appears bold in the editor; however, if I click View Article or print the article, the text is no longer bold.   This is a huge problem for creating step-by-step instructions for end users.   I have found a work around.   When the article is completed, I go back and highlight all of the text that is affected and reapply the Verdana font.   I chose Verdana because it is the default paragraph font in ServiceNow Knowledge.

In the view article it appears like the bold is now a lighter gray instead of black but when it prints, it is simply rendered as regular text.   If anyone can point me in a direction to resolve, it would be appreciated.   I suspect something was updated in ServiceNow somewhere that affected more than just Knowledge.

Also, if anyone can tell me how to change the default paragraph font, preferably on a per knowledge base basis, as well as the heading styles, that would be helpful.

This is what it looks like in the editor:

This is what it looks like in article view:

This is what it looks like in Print View:

[Eileen Hessmill]

Hello Lisaj, I submitted a HI ticket for this very thing, and this is the solution proposed:

Thanks for your update yesterday. I've been looking into this and have concluded that this is a known bug, PRB667542: "The bold text in KB articles is not rendered properly while viewing the KB Article." Unfortunately, after carefully considering the severity and frequency of the issue, as well as the the cost and risk of attempting a fix, a decision has been made by our development team to not to address this issue in any current or future releases. We do not make this decision lightly and we apologize for any inconvenience. I'm glad to hear that you were able to figure out a workaround for it. I'll make a note of that for future references. I'll move this incident to solution proposed (even though there's no solution but it's the proper next step for this type of incident) for now with this information. If you have any questions/concerns regarding this please let me know and I'll be glad to further assist you on this. Otherwise, you may close the incident in HI or let me know to do that on your behalf.

I will subscribe to your question in the event someone else from the community has another workaround. Good luck!

Eileen

[heeram]

Hey There,

I came across the same issue. In our case, we were using a custom font in the HTML template. The custom stylesheet was missing the full family font and once those were imported, the issue got resolved. Please note our instance is in Xanadu. Worth checking that way once.

Thanks!