Knowledge Management - Article revisions using MS Word - Losing formating
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11-01-2023 11:57 AM
Hi,
We are having issues with editing our knowledge articles in ServiceNow. When we want to update/change a knowledge article we copy and paste the document into MS Word. We then circulate the article to others to review with track changes and comments on using MS Word. We consolidate the changes in MS Word (remove comments and accept all changes) and then copy and paste back into a new version of the knowledge article. This causes all sorts of formatting issues.
How do you manage your knowledge articles? Is there a better way without using MS 365?
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11-01-2023 12:55 PM
I find this technique seems to work well most of the time - make changes/ update in the content page in the KB with some highlighted (colors, bold, italic....) and route the KB article for review.
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11-02-2023 08:29 AM
We are losing all kinds of formatting like bullets and font. We have even resorted to editing the source code in HTML (which is very ugly for the client).
The only solution I hear that works is using Microsoft 365, non-personal license.
