Use > Build > Knowledge Management > Knowledge Management procedures > Quickstart - Package knowledge articles using the Knowledge Packaging tool > Guidelines for preparing knowledge articles for importing to Service Management

Guidelines for preparing knowledge articles for importing to Service Management

This section provides guidelines for preparing knowledge articles for conversion to HTML format. Follow these guidelines to optimize the appearance of your imported knowledge articles in Service Management.

  • Use only the tags mentioned in this section. Using other tags may cause your articles to render incorrectly when uploaded.
  • Do not use any Javascript code.
  • Do not use <html>, <head>, <title>, or <body> tags. These are automatically generated for you.

  • The following tags are supported:

    Bold
    • Use <strong>
    • Do not use <bold>
    Italics
    • Use <em>
    • Do not use <i>
    Images
    • Use the <img> tag.
    • Service Management automatically sizes your images correctly across all screen sizes and devices. Do not manually assign a specific width or height to the images.
    • Image code already contains a link that leads to the image itself to view it at full size. Do not provide links to the images as this overrides this functionality.
    Line breaks

    Use <br>

    Example: Between an image and a line of text.
    Links

    • To create a link to an external document, use <a href=”x”>.

      Note Do not use the <a target=”_blank”> tag, which opens the link in a new tab.

    • To create a link to another knowledge article, use the External ID of the article.

      Tip It is recommended to use the External ID value for the article because this value always remains the same for the article, whereas the record ID might change.

      Use the following url:

      <a href="../saw/ess/articleByExternalId?id=<externalID>">

      Example:

      ../saw/ess/articleByExternalId?id=SDRA004

      Tip The external ID of an article is defined External ID field of the article record. To view the External ID, you must show the External ID column in the Article record list. For more information on how to view hidden columns in a record grid, see Service Management user interface.

      Alterntively, you can use a hyperlink: <a href=”x”> (See note above).

    • To create a link to another area within the same article, use <a href=”#mySection”>, together with a matching ‘id’attribute, <h3 id=”mySection”>

    • Do not provide links to images
    Lists

    • For bulleted lists, use <ul>

    • For numbered lists, use <ol>
    • For list items, use <li>
    Paragraphs

    Use <p>

    Note Spacing between paragraphs is done automatically. Do not use consecutive <br> or <p> tags to create additional space.
    Tables

    • For tables use <table>

    • For table headers, use <thead> and <th>
    • For table rows and cells, use <tr> and <td>

    • To specify the width of a cell or column, use percentages only

      Example: Use width=”25%"; do not use width=”100px”
    Collapsible components

    Use the following syntax:

    <div saw-collapsible=”Your collapsible content title”>
       Your collapsible content
    </div>

    This renders a collapsible component which displays only the indicated title, which can be expanded to display the content as well.
    Embedded media

    To display embedded media, use the following syntax:

    [web-media: MediaType,MediaId]

    The currently supported media types are:

    • YouTube player

      Example:

      Use the following syntax:

      [web-media: youtube,iE-spGCMles]

    • SlideShare presentation

      Example:

      Use the following syntax:

      [web-media: slideshare,2079340]