Images are copied from Servicenow articles

[RahulRAJAS]

Hi All,

Previously when I copy an article from SNow and paste it ms word it gets pasted along with images/screenshots
But now it doesn't paste the images, could you please suggest.

FYI, we have implemented Advanced Knowledge Management also.

[rhutika24]

This is expected behavior in ServiceNow Advanced Knowledge Management

Knowledge article images are stored as attachments and rendered using internal ServiceNow URLs. When content is copied from ServiceNow and pasted into external applications (e.g., MS Word, email), only text is transferred—images are excluded.

With Advanced Knowledge Management (AKM) enabled, this behavior is enforced and cannot be overridden.

[vaishali231]

if you want image go to sys attachment table  . which store all images , check desired image and dowanload 

[RahulRAJAS]

The issue is facing by all users and I cannot suggest them to go to attachment table right? Vaishali.

[GlideFather]

Hi @RahulRAJAS,

can you try the same copy/paste process from another source than ServiceNow? E.g. from one word document to another, or from PDF, etc...?

I don't think there'd be any configuration about allowing images to be copied. Rather it could be a difference based on how the image was inserted into the article... try to create some dummy articles, one to be copied from your local storage (attach from your laptop), in another try to attach from a link, or from Images module in ServiceNow.

And try to find any pattern in the outcomes... also, try different browsers/OS...