How to use different fonts in Knowledge Documents
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How to use different fonts in Knowledge Documents


Article ID: 41382


Updated On:


CA Service Desk Manager CA Service Management - Service Desk Manager


The Knowledge Document Editor may be used to add different fonts to a Knowledge Document.

The default drop-down offers a choice of eight fonts, but other fonts may also be used when writing a Knowledge Document.

This guide shows how to use different fonts, either as a "one off" or to permanently add them to the dropdown choice selection.


Service Desk Manager 12.x, 14.x and 17.x

All Supported Operating Systems


It is possible to specify different fonts for use by three methods.

1.  Edit Source

Editing the Source of the HTML page enables you to specify any font or other HTML editing function.  This method is best for "quick one off" and flexible changes.

2.  Add to Font Dropdown

The Software Development Kit (SDK) may easily be used to add an extra font choice.

This method is best for making a permanent change to the list of available fonts, for example, when there is a House Style font that should be used.

3.  Use an Attachment

Using an attachment to a knowledge document, such as a PDF file, will preserve the exact display of the fonts and other formatting exactly as intended. 

This method is best where exact fidelity of the original Knowledge Document is required, or where it is likely that a client will not have access to the font or other HTML components to display the document correctly. 

The main disadvantage is that it requires the end user to open the file, rather than to have it displayed within the Knowledge Document.

This document looks at how to implement the first two methods.

We will add the "Calibri" font to a Knowledge Document.

Note:  The end user's browser must have access to the font locally, or it will not display as anticipated.

Method #1: Edit Source

1.  Click the "Source" button within the "Edit Resolution" Knowledge Document Editor.

2.  Specify the font directly using standard HTML syntax. For example:

<font face="Calibri" size="6">ABCDefgh: This text is Calibri.</font>

Click the "Design" button to see the results, as below.

Method #2: Add to Font Dropdown

1.  Navigate to the file NX_ROOT\sdk\scripts\htmlarea.js on the SDM server

2.  Edit the file using a text editor, such as Notepad++.

3.  Add the fonts of choice and save the new file to NX_ROOT\site\mods\www\wwwroot\scripts\htmlarea.js

Note: Do not overwrite the original NX_ROOT\sdk\scripts\htmlarea.js file.

The "Calibri" font has been added in this example.

this.fontname = {
"Arial":   'arial,helvetica,sans-serif',
"Calibri": 'Calibri',
"Courier New":   'courier new,courier,monospace',
"Georgia":   'georgia,times new roman,times,serif',
"Tahoma":   'tahoma,arial,helvetica,sans-serif',
"Times New Roman": 'times new roman,times,serif',
"Verdana":   'verdana,arial,helvetica,sans-serif',
"Impact":   'impact',
"Wingdings":   'wingdings'

4.  Recycle the Service Desk Manager service and the changes will become apparent via the SDM UI.

Additional Information

The default dropdown in the Knowledge Document "Edit Resolution" editor offers a font selection of:

  • Arial
  • Courier New
  • Georgia
  • Tahoma
  • Times New Roman
  • Verdana
  • Impact
  • Wingdings