KB article update - Content including image copy and paste from Word Document

[hanaphouse]

We are trying to update a KB article, say KB123456 by: copying the updated content from Word document to the existing KB article. However, images are not copied if I choose select All.

ACTION TAKEN #1: 1. Open word document, then click Select All.

2. Copy and paste to the KB article content.

Issue: Image are not copied to the KB article

ACTION TAKEN #2:

1. Open word document, then click a single image.

2. Copy and paste to the image. It works! Image is copied to the KB article but it consumes more man hours to do it this way.

Do you guys have any recommendations?

[Kim Tillano]

We are on Jakarta and we use a Word template.  We create the entire article, images and all, and then select all and paste into ServiceNow.  We get one message asking to keep formatting yes/no and then it all pastes in.  Sometimes there can be minor formatting issues, but we have never had any trouble pasting images directly from Word.

How are your images inserted into the Word doc?  There must be something specific causing this.  The only issue I ever having is copying the data back from ServiceNow to Word to make modifications.  Then the images won't copy from the KBA to Word unless I paste special and select Device Independent Bitmap.

[Walter Tobin]

We are having the same problem. We are converting some of our higher-tier Knowledge Articles into Knowledge Blocks so we can combine them with lower-tiered information. Some of these articles have, like, 50 images. We have to copy each image one at a time, paste into Word, then Paste into the Block, then do the Alt Text. There seems to be some sort of coding that "hard links" the images to their original document. 

What's curious, if we select all, and copy and paste into the block, the images initially come over. But we cannot add any Alt Text to them, it's like they are not even there. By the time we publish the Block, the images disappear.