Help with videos in Knowledge Articles

[jkc]

I know that there are several discussion and guides on the subject, but after several tries (and cries) I am simply not able to have any videos displayed in my knowledge articles.

I have tried uploading a video to the library, embeddign the video (youtube), linking to the video (youtube), and nothing works.

Once I hit SAVE, the video disappears from the KB article and from the source-code of the article.

Am I missing something???

Please help me, I am loosing my f***** mind here!

[Uncle Rob]

Ugh... man it sounds *exactly* like what I was dealing with.   The HTML editor interprets the embed code as garbage and just throws it away.    

You opened a /hi ticket yet?

[Uncle Rob]

Experiencing the same thing in my instance.   I'll try to look into this a bit tonight and get back to you.   If you have a /hi ticket and they get back to you before I update hte thread, please let me knows

[jkc]

I have raised a HI ticket and will update this thread once I get an answer..

[jkc · Accepted solution]

Solution from HI.

Solution Proposed:

I found that when you save a kb_knowledge record with an embedded video in the HTML field, the security layer strips out the object tags from the html field. As a workaround, we configured the dictionary entry of the Text field and added a dictionary attribute called html_sanitize=false. This allowed the video to be embedded properly. The documentation for this is located here:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0547641

Workaround:

The workaround was applied to the field text from KB form > attributes tab

  https://dev11064.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=e48872e10f200200db9565ba3205...

[Uncle Rob]

That's two versions now that have been plagued by that issue.