Help with videos in Knowledge Articles

jkc · ‎08-20-2015

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!

jkc · ‎08-21-2015

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...

View solution in original post

Uncle Rob · ‎08-20-2015

This is a longshot, but worth trying. A little over a year ago (was on either Calgary or Dublin) I had the same problem, and it ended up being something in the formatter of the HTML field you write KB's in. If you did it via the form it would always corrupt the embedding code.

What I had to do was add the Text field to a Knowledge list view, then post my embed code there.

Ferocious burning pain in the chute. AND it worked.

jkc · ‎08-20-2015

That is a crazy solution.. I like it!!

But it did not do anything for me

Uncle Rob · ‎08-20-2015

What version are you on?

jkc · ‎08-20-2015

Its a DEV instance running:

Build tag: glide-fuji-12-23-2014__patch5-06-02-2015