images in knowledge articles ?

[#1]

Hi. We are in the mid stages of a service desk toolset review and I have a question about knowledge articles.

Commonly work instructions created by the service desk consist of images and text. However it doesn't appear that you can embed images directly in the knowledge article, they have to be linked to from essentially a web server path. This means there is then no connection between the article and the image, and either could be deleted independent of the other.

Firstly is my analysis correct. Secondly if it is, what does everyone else do ? Do you continue to put it in a word doc and then just upload the word doc, or make a rule that everything has to be described rather than use images ?

All in all, its looking a promising product !!!!!

Steve

[mark_odonnell]

Steve,
Good question, by using attachments in chorus with the HTML editor it is very easy to add an image to a knowledge article. (Please view the attached screen shot for reference.) I have a feeling that by answering this question it will put a bit more light on the subject of attachments.

Steps to add an image are as follows:
1. Open the article and click "Edit Article"
2. In the upper right hand portion of the interface, click the paperclip icon that opens the attachment screen. Attach the image you need to use for the article.
3. You will be returned to the Edit Article screen, and there should be an attachment listed at the top of the form.
4. In the HTML editor (where you write the article) click the image icon in the editor tool menu. A pop-up window will appear, choose "attachment" in the "Link Type" drop down and your attached image from the "Image URL" section.
5. There is one important finishing touch that we can't skip over, add the attribute align="left" to the image element otherwise your text will not wrap properly. To do this open up the HTML view ( the "<>" icon ) in the HMTL editor, and type in align="left" within the img element.

There you have it.

- Mark OD

[bwestmiller]

While investigating this same issue we discovered that you can indeed copy and paste images (or screen captures) into the Knowledge form (of an HTML formatted Knowledge article in ServiceNow) but ONLY when using Firefox (not Chrome or IE10).

After not finding any settings in either browser to replicate the image processing capabilities of Firefox, i turned to my trusty Image Capture software: Greenshot (http://getgreenshot.org/downloads/).

After installing GreenShot go to Preferences > Expert > Clipboard Formats and select "HTML with inline images".

Now you can cut and paste image files from the clipboard directly into ServiceNow draft Knowledge articles without citing image locations.

[Eric K3]

I tried this and it is still not working. We are on Eureka.

[kriss]

Is there a limit to the number of images that can be pasted? Also, is there a certain file type that works bettrr than others? I found some of the images I'm trying to use will copy/paste just fine. Others don't transfer over and I have a blank space instead. We are on Fuji using HTML, not Wiki.