![if !supportLists] appears on articles created from .docx / .doc files converted to HTML

hanaphouse
Giga Guru

‎10-24-2016 01:07 PM

We have word documents with multi-level bullets and here's what we did before we encountered this issue:

  1. Open a .doc / .docx document.
  2. Save the file as html (.html).
  3. Open the file in notepad / notepad++.
  4. Copy the source code from notepad / notepad++ to Service-Now text editor.
  5. Save and Publish.
  6. Look some of the bullets and found ![if !supportLists] keeps appearing on most of them.

Can someone explain why it happens? How to fix this?

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HugoFirst
Kilo Sage

‎10-24-2016 01:17 PM

You didn't mention which version of ServiceNow you have.   So my question may be off.   But did you try importing the word doc directly into KB?


Click on the KB Homepage and you should see an import button on the header bar.


find_real_file.png



Finally, I would be remiss if I didn't include a link to a pertinent article:


Importing Word documents into the Knowledge Base


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hanaphouse
Giga Guru
In response to HugoFirst

‎10-25-2016 11:10 AM

I am using Service-Now Helsinki version.



I tried using the Import articles option but I am facing an issue wherein the TinyMCE text editor automatically removes the bullet. One solution that the community showed me was to save the .doc / .docx file as .html then open the file in a notepad and copy the source code into the KB article.



See discussion here: Import articles: working with bullets and multi-level bullets


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