Keep Formatting / Formatting options not visible while creating KB article for all users

[Hrithikah]

Hi Team,

We are facing an issue while creating Knowledge Base (KB) articles in ServiceNow.

Issue:

While pasting content into the KB article, the “Keep Formatting” option / formatting toolbar options are not visible and data is pasted as paragrapgh, even for users with admin access.

Details:

• Behavior observed:
  • Formatting toolbar / options are missing or limited
  • “Keep Formatting” option while pasting content is not shown
• Issue is consistent across all other browsers

Any help would be appreciated.

[Tanushree Maiti]

Hi @Hrithikah 

Check if this is the reason:

KB0656860 The "Paste Formatting Options" dialog window is displayed maximized in full screen if the ... 

Also ensure no pop-up is blocked at browser level.

[Hrithikah · Accepted solution]

Hey @Tanushree Maiti ,

Thanks for your response.

The “keep formatting” pop-up appears when content is copied from a Word document instead of a web document.