Issues changing formatting in existing KBs after Fuji to Geneva update

[katherinejones]

We were on Fuji and a later patch with Knowledge V2.   We updated to Geneva + Patch 6 but kept the Knowledge Base at V2.   We're using UI16 and TinyMCE v4 of course.   I'm not sure if it's relevant but our Article Types are all HTML.   When I now edit existing Knowledge articles (KBs), I have several issues with changes to fonts, font sizes, colors, etc

Font sizes seem to have changed.

Our standards were all Arial font with various text in sizes of 12, 14 and 18.   Articles formatting with that font and those font sizes looked a tiny bit big from the knowledge editor's view, but fine from the Self Service Portal. Since the update, setting text to 18 is HUGE and the others are bigger as well. It's as if what looked good using 12, 14 and 18 now must be 10, 12, and 14.   Suggestions??

I can't consistently get existing text or new text in an existing KB to change the Font Family or Font Size or Color etc.  

For instance, I may use the mouse to highlight a key word within the structure of the article (like: Work-Around) and set Font Family to Arial and Font Size to 18. The block size for the text seems to change (from something around 10 or 12 to something bigger) but the text itself remains the same size visually.

Another similar issue is that the article contains some text that's not our standard black. I highlight the text with the mouse and click the icon to change the text color and select black.   The color never changes.

I suspect some garbage HTML formatting in the 'background' that I cannot see.  

Any recommendations on fixes or things to check.   Until I get this addressed, I am not comfortable publishing articles.

[Manjul Katare]

Please refer below screenshot to see inline style and how can to get rid of unwanted text showed in your screenshot (highlighted in blue)

Hope it helps!

-Manjul

[katherinejones]

I figured out my issue with the HTML Source Code screen.   Because of the font-size in my browser I could never see the "OK" button at the bottom so although I could edit the text there, my only action afterwards was to click the X at the top right. Of course, I was not actually saving those changes 🙂   <duh>

[sajan0192]

Hi Manjul

I am trying to set the font and font-family of text entered in tiny editor as Arial default.

"To fix this issue currently, you can use inline style as an option, for the color get rid of "color: #484463" for "system process error" and it should reset it to Black." - How can I achieve this.

Where to call style sheet.

<link rel="stylesheet" type="text/css" href="mystyle.css">

And what should I write in that style sheet. How we can achieve this without doing any change in source code.

[Manjul Katare]

Hi Sajan,

Try below two methods:

Method#1: Using External StyleSheet

Lets assume your style sheet is located at :

https://instance-name.service-now.com/styles/mystyle.css

Then in KB article in HTML mode, you can use the styles as written below:

<link rel="stylesheet" type="text/css" href="../styles/mystyle.css">

<p class="someClassNameWhichExistInMyStyleCSS-File">Lorem ipsum dolor sit amet, consectetur adipiscing elit,

sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.</p>

Note: You wont see the styles right away, you would have to Publish and Preview your KB article.

Method#2: By Adding Styles on top of the article content.

Example:

<p>

<style><!--

p span {font-family: arial;   font-size: 12px; }

--></style>

</p>

<p><span>Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.</span></p>

Hope it helps!

-Manjul

[sajan0192]

I will give a try and let you know