Really don't like the text editor in the Knowledge base.

[billmilhoan]

I'm really having a lot of fun learning ServiceNow. It's a great way to refresh my practice as an instructional technologist. Having said that, I'm also pretty frustrated at the moment. I've used many different types of information delivery systems but I feel either I'm missing something essential or the text editor for the Knowledge base really is a limited tool.

We're using the eureka flavor of the product and just beginning to test the Fuji version in Dev. I'm trying hard to understand why the text editor in the Knowledge base is so limited. I've seen a few posts on here that talk about it and assumed it would be different in Fuji but was disappointed to find it basically the same. Especially since I'm writing this post in a much more friendly environment.

What do I miss the most? HTML headings and multi-level lists (indent). I'd also like to figure out where the CSS for the KB templates is stored. I've looked several times on this site but can't find anything definite. That's mostly my fault because I'm so new to this product - I just don't know how to find what I'm looking for. For instance, should I move the KB over to the CMS so I can create a more inviting experience for our users and make it easier for people to author KB articles?

So, to recap:

1. How can I get more functionality added to the Text editor in the KB?
2. How can I access and modify the CSS file(s) for the KB articles?
3. Do I have to have the CMS turned on?

Again, let me say I'm loving this product. I'm just a little frustrated in how to make it work for my needs.

Bill Milhoan

Cleveland, OH

[Michael Kaufman]

How can I get more functionality added to the Text editor in the KB?

The Text Editor uses TinyMCE.   I am not sure of the version (4?), but the next version is 4.1.   ServiceNow will upgrade this eventually.   You can see in the new TinyMCE, it has indents.

TinyMCE - Basic example

How can I access and modify the CSS file(s) for the KB articles?

Not sure about that one.   Might not be allowed to.   However I believe you can reference a style sheet using the Source Code in TinyMCE.   That is kind of not great however.

Do I have to have the CMS turned on?

No you don't need CMS to use Knowledge.

[Mike Malcangio · Accepted solution]

You can also modify what buttons/capabilities appear in the TinyMCE editor -- this article on the wiki details how to configure (based on whether you're using pre-Eureka Patch 1 or above):

http://wiki.servicenow.com/index.php?title=Modifying_HTML_Fields#Configuring_the_TinyMCE_HTML_Toolba...

[billmilhoan]

Well, dash it. There you go and spoil a good hissy fit.

I have access to the UI Properties sheet in the Fuji dev instance and, voilí ! It worked as described. The tragic thing is I've read the page you mentioned at least once before. I guess you can't use info until you're ready to understand it!

Thanks,

Bill Milhoan

Cleveland State

[kriss]

I was so excited to see the option to indent/outdent as a menu item but when used these with bulleted lists it looks funny.

Has anyone else noticed that if you have bullets in the first line (disks), use the indent button to start a new set of bullets (circles) the editor not only puts a circle in front of the first line of the newly indented list but also a disk? Is there a way to remove the extra bullet? I tried several approaches and finally gave up on the extra indention with bullets.