Update TinyMCE Toolbar system properties

[shrutijibhekar]

Hello @all 

I’m trying to update the following system properties:

• glide.ui.html.editor.v4.toolbar.line1

• glide.ui.html.editor.v4.toolbar.line2

• glide.ui.html.editor.v4.valid.buttons

However, after adding the values, I’m not seeing any changes reflected in Knowledge Base articles.

I also tried updating dictionary attributes, but that approach only works for a single article. I need a solution that applies consistently across all articles.

Has anyone encountered this before or knows how to make these changes effective globally?

Any guidance would be appreciated. 

Thank you!

[Naveen20]

Try these

• Navigate to System Definition > Dictionary and find the html field on the kb_knowledge table (or whichever table the field is inherited from — check if it's on kb_knowledge_base or a parent).
• Open the dictionary entry and look at the Attributes field. If there's already a toolbar=... or tinymce_toolbar=... attribute set there, that's what's overriding your system properties.
• Update the attributes directly on the dictionary entry (not on the form layout or a single record). For example, you'd set something like: toolbar=bold italic underline | bullist numlist | link image | code This applies to every record that uses that field, not just one article.
• If no field-level attribute exists and system properties still aren't working, try adding the attribute use_global_toolbar=true to the dictionary entry to explicitly tell the field to respect the system properties.

[shrutijibhekar]

Hello @Naveen20 ,

Navigate to System Definition > Dictionary, in kb_knowledge, 
this is the attributes 'editor.height=300,html_sanitize=false,serializer=com.glide.script.TranslatedTextXMLSerializer'

this will be applied for only single field, we have many articles, should be applied for all.

Thank you!

[Naveen20]

I can see the dictionary entry you're working with. Here's the key clarification — modifying the Attributes on this kb_knowledge.text dictionary entry actually does apply to all articles that use this table directly. The reason you might not be seeing it work for all articles is a different issue entirely.

The likely root cause: child/extended tables

Looking at your first screenshot, you have multiple article templates (FAQ, Generic document, How To, KCS Article, What Is). In ServiceNow, each of these templates typically maps to a child table that extends kb_knowledge, for example:

• kb_knowledge_how_to
• kb_knowledge_faq
• kb_knowledge_kcs
• etc.

Each child table can have its own dictionary entry for the text field that overrides whatever you set on the parent kb_knowledge.text. So your change on kb_knowledge only applies to articles using templates that don't have their own override.

How to fix this globally:

1. Go to System Definition > Tables and look up kb_knowledge. Check the Extensions related list to see all child tables.

2. For each child table, navigate to its dictionary entries and check if the text (Article body) field has its own dictionary entry with Attributes defined. You can quickly check this by going to sys_dictionary.do?sysparm_query=element=text^nameLIKEkb_knowledge in your browser.

3. For every child table that has its own text field dictionary entry, you need to add your toolbar attributes there as well. For example, append your toolbar config to the existing attributes:

   editor.height=300,html_sanitize=false,serializer=com.glide.script.TranslatedTextXMLSerializer,toolbar=bold italic underline | bullist numlist | link image | code

4. If a child table does not have its own dictionary entry for text, it will inherit from kb_knowledge — so your current change already covers those.

[shrutijibhekar]

Hello @Naveen20 ,

I see that options to change attributes of every field,

but, instead of that can we update OOB script include 'HTMLSanitizerConfig', does it work 

I have tried adding logic here but did not work for me.

will be okay, if i go through updating attributes?

Script include- 

Description : 

The HTML sanitizer works by checking the built-in white list for markup you always want to preserve. The sanitizer provides a Script Include you can use to modify the built-in white list. You can also add items to the black list, which overrides the white list.

Configuration Format: There are two JavaScript Objects, HTML_WHITELIST and HTML_BLACKLIST, which have the following format.

HTML_XXXXLIST : {
globalAttributes : {
attribute:[attribute-name1,...],
attributeValuePattern:{ attribute-name2:attribute-value-regex-pattern,...}
},
<html-element-name> : {
// Same as Above
},
- -
- -
}

globalAttributes: Note that this is not an element by itself. The attribute/attributeValuePattern under this are applicable globally for all HTML elements.
attribute: This is a comma-separated list of attributes.
attributeValuePattern: This is a dictionary of attribute to attribute-value-regex-pattern pairs. The attribute-value-regex-pattern is a regular expression which has to match the attribute value.

NOTE1: Please review built-in white list configuration before editing this Script Include.
NOTE2: 'class' is a JavaScript reserved word. If needed, use 'Class' (Uppercase C) instead.

Example:
HTML_WHITELIST : {
globalAttributes: {
attribute:["id", "name"],
attributeValuePattern:{Class:".*"}
},
img: {
attribute:["style", "align"],
attributeValuePattern:{src:".*jpeg"}
},
iframe:{},
}

Script - 

var HTMLSanitizerConfig = Class.create();

HTMLSanitizerConfig.prototype = {

    initialize: function() {

    },

    HTML_WHITELIST : {

        globalAttributes: {

            attribute:[],

            attributeValuePattern:{}

        },

        embed: {

            attribute: ["src", "type", "allowfullscreen", "allowscriptacces", "plugnspage"]

        },

        object: {

            attribute: ["classid", "codebase"]

        },

        param: {

            attribute: ["name", "value"]

        }

    },

    HTML_BLACKLIST : {

        globalAttributes: {},

    },

    getWhiteList : function() {

        return this.HTML_WHITELIST;

    },

    getBlackList : function() {

        return this.HTML_BLACKLIST;

    },

    type: 'HTMLSanitizerConfig'

};

Thank you!