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Issues with Knowledge Articles

Unanswered Issues with Knowledge Articles

  • Wednesday, August 08, 2012 3:55 AM
     
     
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    We are having alot of issues trying to upload our Knowledge Articles into SCSM 2012.

    The images in the document appear distored/greyed out or they just don't appear at all. The formatting is all out of whack, and its causing serious issues for us.

    Is there a way to upload files into a different format? Like PDF? If not, does anyone know the location of these RTF files once they have been uploaded? I thought perhaps I could edit them directly on the server after they have been uploaded...

    When viewing the KAs from within SCSM Console, everything appears as it should, however once a user downloads/views the file from within the Portal, thats where the issues start.

    Surely other users must be having this same issue - any assistance or guidance would be greatly apprecicated.

     

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  • Wednesday, August 08, 2012 11:18 AM
     
     
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    Hello Taylor,

    RTF extension is the default and this same thread they also talk about the format of pictures:
    http://social.technet.microsoft.com/Forums/en-US/portals/thread/8bff9c93-7c1e-42bd-934e-ec847b1fe2a1

    Btw, are you manually creating the Knowledge articles in the console or are you doing an import? Maybe this article can be helpful:
    http://blogs.technet.com/b/servicemanager/archive/2010/02/12/importing-knowledge-into-service-manager-2010.aspx

    And which desktop application do you use to view the downloaded knowledge articles, Office Word 2010?

    Hope this helps

    - Dennis | Netherlands | Blog | Twitter


    • Edited by Expiscornovus Wednesday, August 08, 2012 11:29 AM added the last alinea
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  • Monday, August 13, 2012 4:28 AM
     
     
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    Hi Dennis

    Thanks for your post.

    I have tried pasting the pictures in manually, and have tried inserting them. Have also tried creating the RTF outside of SCSM in Word, WordPad, and AngelWriter - I have the same issue - the images within the RTF file appear distorted, or they don't appear at all.

    I have tried documents with and without tables, I had more success with the documents without tables, however I still had issues. I thought maybe the documents were too large, so I tried to make them smaller, I also encountered issues with these. I had an 11MB file which I reduced to 8MB - this worked fine. However when I shrunk a 18MB file to 5MB - this did not work - the images within the document simply do not render.

    Do you have any further suggestions?

     
  • Tuesday, August 14, 2012 10:20 AM
     
     
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    Hello Taylor,

    What is the file format of the pictures you are trying to insert?

    Can you attach an example of such a picture to this thread, maybe I can reproduce it my own environment with the same picture?

    - Dennis | Netherlands | Blog | Twitter