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

[Ancient]

This is still a huge problem. @ServiceNOW.... Is there a plan to fix this??

[Mitch22]

Major issue considering how much time and effort is given to a single document to re-format. Think about organizations that have hundreds of documents that need to be imported.

[Dolac]

Just wanted to weigh in that this is still a problem 11 years later.
- Font formatting never works correctly, even just changing things within articles that were created from scratch within Service Now. Example, older article is written in a different font type and a dark grey color. you select all (CTRL+A) the whole article, select the font you desire, and the color to be black. Everything in editor looks good, check the preview, everything looks good there too, publish it and suddenly half of your words are black the other half are grey, some sentences are mixed black and grey, some of the font styles didnt change etc.

Thats just one example of problems with the editor. It is very time consuming trying to update / edit articles for a large company who has hundreds possibly even thousands KB's that need to be updated to a new standard. A change that should only take 5m ends up taking 30m, 25m of that time is spent trying to beat your changes into Service Now

Are there any plans in the works to make this functionality actually useful, clearly your user base is not happy with its function, we should not have to seek out external workarounds to your platform.

[Dolac]

there is still clearly a problem with your editor as i just typed up a post for about 5 minutes about how terrible it is and nothing ever works correctly or formats correctly even from articles created from scratch within the editor that are needing to be updated and after spending that time and clicking on "reply" my post was completely ignored and everything lost. Being a knowledge mentor for my company I can see that you are using the same editor for these comments, which is no surprise then why my previous notes were lost.

I cant believe you all have not come up with a better system for editing in 11 years or figured out how to get your editor to play nicely. Clearly your user base has been indicating for years that it is lacking. We should not have to seek out external workarounds to your platform's integrated functions. Just like it should not take a knowledge editor 30m to make 5m worth of changes to an article because you are spending 25 of those minutes trying to beat your changes in to Service Now