samwoo Posted May 4, 2021 Share Posted May 4, 2021 Good morning, Couple of issues with FAQ's When adding borders against images in the FAQ's via Service Portfolio, they are displayed initially but then disappear after updating/saving the FAQ. The borders do not show in the portals too. and when viewing the Image Properties, the Borders have been set back to 0 (despite setting them to 1). Adding a border Seeing the result I Saved/Updated the FAQ then go back into it to see the border has disappeared The border settings have been reset too I'm not sure how to debug this... but I wonder if this is due to the size of the image... but I have a large-ish image on the FAQ and it comes up blank in Service Portfolio, but the image is still visible in the Portals though.Service Portfolio:Service Portal: Side Note: Can we have border functionality added to images on the Community Forums? It would really make it easier to see the above images if i had borders against them after posting the images on this post. Link to comment Share on other sites More sharing options...
samwoo Posted May 4, 2021 Author Share Posted May 4, 2021 Forgot to mention that I'm using Microsoft Edge as this is the main browser. Link to comment Share on other sites More sharing options...
samwoo Posted May 4, 2021 Author Share Posted May 4, 2021 I have just created another FAQ and the issue has appeared for two images - nothing to do with size Link to comment Share on other sites More sharing options...
samwoo Posted May 11, 2021 Author Share Posted May 11, 2021 Hello, Someone else has been having this issue with the FAQ formatting after going back in to edit. Please can someone have a look? The images are still visible in the Portals and Service Desk, but are just not showing up in the FAQ box when it comes to editing. Thanks, Samuel Link to comment Share on other sites More sharing options...
AndyG Posted May 18, 2021 Share Posted May 18, 2021 Hi @samwoo, Although there is not a clean fix yet, I have a couple of workarounds that may help you. For borders: When you are editing your FAQ, "right click" on your image and select the "Image Properties" option. Please note this is different to the "Image" option that will appear when you "double click" the image. Once in the "Image Properties" popup and the "Image Info" tab, you can set your border size as before, but this time it will be saved and will show up in the portals. For broken images: When you are editing your FAQ, "right click" on your broken image and select the "Image Properties" option. Please note this is different to the "Image" option that will appear when you "double click" the image. Once in the "Image Properties" popup and the "Image Info" tab, you should see a URL value for your image like the following example. /<instance_name>/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=1&secure&filepath=image1621334602920.12921.png If you move "&secure" to the end of the URL and click OK the image should appear fixed. For the example above the new URL value would be: /<instance_name>/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=1&filepath=image1621334602920.12921.png&secure I also found that simply clearing the cache on my browser fixed the images without changing the URL. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted May 24, 2021 Share Posted May 24, 2021 @AndyG We have the same issue in with FAQ images not displaying, but our URL do not look like the example and do not have the &secure& element in them. https://mdh-p01-api.hornbill.com/<instance_name>/dav/secure-content/inline/bXRJjaI-yI_LPwhH0ES8AfCO9UrWUbYOLf1OoC82Vs882YQdCZ6eW-sgMjaTd3j4Y2YBKtjYhpuomsnyWKmIao2n0WAsZcB1QpJVxvdIRaiTztS21-2M3m1fM0P1QJbCNZ8_sOh4a_HoSCKUzra9gdDRFGBRh4UMuAqzpTl9dMsHPqHUPg Cheers Martyn Link to comment Share on other sites More sharing options...
AndyG Posted July 14, 2021 Share Posted July 14, 2021 We have changed the way FAQ images are displayed in an upcoming release of Service Manager that should resolve broken images. We recommend that images are added to FAQs using the image button in the editor and the "upload file" option. 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 21, 2021 Share Posted July 21, 2021 @AndyG Is there any indication of the likely timescale for the Service Manager build that will include this change? Cheers Martyn Link to comment Share on other sites More sharing options...
AndyG Posted July 27, 2021 Share Posted July 27, 2021 The ineffective "Image" dialog has been removed from the right click menu and has been replaced by the "Image Properties" dialog when double clicking an image. This will make it easier to avoid issues with image borders. Link to comment Share on other sites More sharing options...
AndyG Posted July 27, 2021 Share Posted July 27, 2021 @Martyn HoughtonThe changes mentioned in this thread will be included in the next Service Manger build which is expected to be released within the next week. 1 Link to comment Share on other sites More sharing options...
WFMKC Posted July 28, 2021 Share Posted July 28, 2021 @AndyG Just noticed today no images are working in our FAQs anywhere across our instance (Portals, Service Desk or when editing). Examples below:Portal Service Desk Editing I'm not sure when these stopped working, but pretty certain they have been OK in the last couple of weeks. When right clicking on the image icon within service desk or portal and selecting open the link in another tab, we get this... Any ideas why this has just started for us. Even if we create a new FAQ and add an image (using the image button), it doesn't work. Tested on Chrome and Edge on a Windows PC and also via the mobile PWA, not working on anything. Is anyone else affected by this? Is it likely to be related to the new UI that has gone live today? Link to comment Share on other sites More sharing options...
AndyG Posted July 28, 2021 Share Posted July 28, 2021 @WFMKC Yes this was related to the new UI that went live today. Your instance should now have been patched with a fix. Please let me know if you have any further issues. Link to comment Share on other sites More sharing options...
WFMKC Posted July 28, 2021 Share Posted July 28, 2021 @AndyG All good now. Thank you 1 Link to comment Share on other sites More sharing options...
Emily Patrick Posted September 17, 2021 Share Posted September 17, 2021 Hi @AndyG, I'm finding a similar issue today with an FAQ. I created it and went in to add some images that were missing - they were a .png. Uploaded them, but then when going back to check the FAQ from the portal home page, the article doesn't appear at all. Have tried changing it to draft then back to published, but no joy. Creating it again as a new FAQ it works, but when go to add in the images in .png or.jpg it just disappears and shows a completley blank page. Other previously made FAQ's appear fine. Any ideas? Thanks in advance Link to comment Share on other sites More sharing options...
AndyG Posted October 5, 2021 Share Posted October 5, 2021 Hi @Emily Patrick How exactly are you updating the images in the FAQ ? All images for FAQs should be added via the image button and then the upload option. If you update the images again using this method they should display correctly in the portal. If you try this and it's still not working, please could you share with me the HTML of your FAQ. You can access the HTML from within the FAQ editor in Service Portfolio by using the Source button. Link to comment Share on other sites More sharing options...
Emily Patrick Posted October 6, 2021 Share Posted October 6, 2021 Hi @AndyG, I upload each image as needed using the image button, and selecting it from my machine, see below: I've done this on a couple now, where I've added or replaced an image and it then causes the FAQ to not become visible to people, even though it is published and visible to the relevant audiences. I'll give it another go, and will post an update shortly. I've a job already logged with Hornbill Support, so will send the HTML link to the FAQ's I've got problem with via e-mail to the job, so you can see it there too. Thanks Emily 1 Link to comment Share on other sites More sharing options...
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