Keep Formatting option is not coming while pasting content into KB article

santhoshi2807
Tera Contributor

‎10-05-2023 05:07 AM

Hi,

One user is not getting Keep formatting option while pasting the content in KB article. She tried by changing the browser but the issue is same. I have attached the file which she is trying to copy in the KB article. 

Preview file
104 KB
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2 REPLIES 2

RaghavSh
Kilo Patron

‎10-05-2023 05:24 AM

@santhoshi2807 Try impersonating the user and check? If you face the same issue (which you probably will not) then it is a user issue.

If you dont face the issue, the it is a browser/computer/operating system settings issue which is causing the problem.


Please mark the answer correct/helpful accordingly.


Raghav
MVP 2023
0 Helpfuls

Amarjeet Pal
Kilo Sage
Kilo Sage

‎10-07-2023 03:57 AM

Hello @santhoshi2807 ,

One possible solution could be to check the user's permissions and roles within ServiceNow to ensure that they have access to this feature. Additionally, you may want to review any relevant system settings or configurations related to KB articles and formatting options.

It's also worth noting that some web browsers may not support certain formatting features or may handle pasted content differently. You may want to advise the user to try copying and pasting the content into a plain text editor first before pasting it into the KB article, which can help remove any hidden formatting that could be interfering with the "Keep formatting" option.


Thanks

Amarjeet Pal