Knowledge: Video not playable - Play-Button grayed out (not embedded)

[Tschewski]

Hi guys,

I would like to add videos to knowledge articles.

Like I have read the docs there are two ways to put a video in an article:

1. Embed the video code in source code of the article (works)

2. Insert/edit video and put video URL in associated field (not working)

If I use the second method the video is inserted in the article body, but the play-button is grayed out. I already set the html-sanitizer = false.

Maybe good to know:

• I tried this on my dev instance, where knowledge is ootb. (except the html_sanitizer attribute)
• the play-button seems to be greyed-out on form load

Does anyone know, if there is any other configuration needed, to set the play-button available?

Thanks for your help!

Regards,

Dominique

[Lorenzo Stermie]

Hello Miguel,

Before using <iframe> in your knowledge HTML code I recommend reading this:

https://community.servicenow.com/community?id=community_blog&sys_id=675d2a29dbd0dbc01dcaf3231f961910

[Miguel Donayre]

@Tschewski 

One last thing - it looks like your issue is a bug - https://hi.service-now.com/kb_view.do?sysparm_article=KB0749474

It looks like it got fixed in Orlando

[Lorenzo Stermie · Accepted solution]

Hi Miguel,

It looks like they ran in to the same issue, but it's not a ServiceNow problem, it's how YouTube allows you to embed their videos, if you use the direct link it won't work (on any platform)

On youtube you need to click on Share, then get the embedded code that looks like this:

https://www.youtube.com/embed/oxqi3vChdP0

instead of the direct link that will not work that looks like this:

https://www.youtube.com/watch?v=oxqi3vChdP0

[Miguel Donayre]

Yes, all the links I used in my example have that embedded link. I also instructed pulling that link from the share option. 

The problem is when you use the "video" icon in the HTML block to inject a URL video. That is a known bug, regardless of what youtube link is used,