KB article formatting

[andrewnorris]

Hello

When pasting content from another source into a new KB article sometimes we find that the formatting is a little peculiar. Certain paragraphs become bold or a different font size.

Some of them can be changed easily but others just won't make the formatting changes (bold, underline, italics, size etc.) at all. I've got around it sometimes by clicking in the paragraph and change the style (Heading1, Normal, Address etc.).

Has anyone else had this issue? Were you able to solve it? My concern is that we have a lot of content to migrate to the KB and this will be a real pain for the lengthier documents.

Thanks,
Andrew

[Mark Stanger]

This is a common problem with any wysiwyg editor. The problem is that you end up with extra html formatting getting pasted in. The simplest way to deal with this is to paste the contents of the article into a simple text editor (like notepad) before pasting it into the KB field in Service-now. This will strip out all formatting and just paste the text in. If that solution doesn't work for you for whatever reason, you'll have to change the wysiwyg view to the code view by using the button with the '<>' symbol. Then you can edit the pasted html directly and remove the unnecessary formatting.

[andrewnorris]

Mark

Thanks for the reply. The difficulty is that we want to keep the layout and format we had in the source Word document so pasting into notepad first isn't an option for us. Unfortunately, the content often looks different in SNC than it does in Word so we then have to trawl through the whole item to check and correct the formatting.

Regards
Andy

[Mark Stanger]

Is it possible for you to post a sample word document here that you're having problems with? The real issue is that MS word puts all sorts of extra html garbage in its documents. Pasting into anything on the web is a challenge when the source document is MS word. I'd like to try a couple of things though if you can attach a sample document here.

[andrewnorris]

Mark

Thanks for the link, that looks very useful. Unfortunately, I can't post any of the documents here because I'd have to heavily redact them and that would likley change/destroy the formatting problems I'm having.

The CTRL+0 tip does something and we'll play around with it to see if this is enough.

Andrew