This documentation supports the 25.1 version of BMC Helix ITSM: Knowledge Management.To view an earlier version, select the version from the Product version menu.

General troubleshooting in BMC Helix ITSM

This topic contains troubleshooting tips for issues you might encounter in BMC Helix ITSM.

Failure in adding a new style in the Knowledge Template Style

While adding a new style, in the Additional CSS Styling, the limit is set as 255 on the database table column. If it crosses this limit, you get the following error:

MOBILITY_ERROR_INTERNAL_SERVER_ERROR

Please run the alter command in your environment to increase the character limit of the style column as per your requirement:

Alter table [SmartIT].[SmartIT_Business].[KNOWLEDGE_TEMPLATESTYLE] ALTER Column STYLE nvarchar(<your preferred limit>);

Accessibility of rich text field formatting in knowledge articles

Accessibility users trying to create knowledge articles cannot access the text formatting bar in rich text fields by using the Tab key.

To access the formatting bar:

  1. Tab to a rich text field.
  2. Press Alt+F10 to access the formatting toolbar.
  3. Tab to each section of the toolbar.
  4. Use arrow keys to access each item in a section.


 

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