Knowledge Blocks & Microsoft Word Add-In

[Keigan Smyczek]

I am running into two issues with the Microsoft Word Add-In that I'm wondering if anyone can assist with. I created a knowledge article directly from Word and it uploaded into our knowledge base with no problem. When I check out this article in ServiceNow I am unable to edit any of the text unless I open the article in Word. Is this supposed to happen?

Potentially related, I would like to add a knowledge block to this same article. I am able to select "Add Block", insert, and can see the block in the middle of the text. When I save or publish the block disappears.

Any guidance toward a solution is appreciated. Thank you!

#knowledge

[kmattoon]

Keigan,

I realize that this is an old request but I thought It may be valuable to answer anyway. In order to edit the knowledge article directly within ServiceNow, you must check the article out and then choose "Unlink from Word". This will allow editing within the built-in editor. See the attached picture below.

Keep in mind that when you upload a KB article written in word there is a lot going on behind the scenes and everything is set to an absolute position by default. Also, should you edit the KB in ServiceNow, it is very possible you will break any formatting set in Word. 

You will be able to reopen the article in Word, by navigating to the article in the Knowledge Management plugin, with any edits made in ServiceNow and if you were careful all the original formatting may be in place.