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Service Portal - Article styling or blank paragraph lines are not rendered in a KB search results list

 

Steps to Reproduce

  1. Go to the service portal.
  2. Search for a KB article that has been previously published and formatted.
  3. Observe In the search result list the article preview will not show any styling spaces.
  4. When opening the article, it renders all the expected styling just fine.

 

Solution

This is expected behaviour. Search results within the Service Portal will only show mere text. Any images, tags, formatting style will be stripped out in the output list. 

In the product documentation it is recommended to create articles content only using the embedded TinyMCE WYSIWYG HTML Editor:  A preview of the content appears when browsing and searching knowledge. 

Ref.: https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/knowledge-management/task/t_CreateAKnowledgeArticle.html 

 

 

Article Information

Last Updated:2018-01-15 07:52:02
Published:2018-01-15