Wiki or HTML for Knowledge Base Articles?

[Tim Owen]

We currently have almost 900 articles in our knowledge base in HTML format. I would like to switch to Wiki for its easy linking ability to other articles and TOC. Does anyone here use Wiki formatting for your knowledge articles?

Very few Wiki tags are supported in Service Now - Are there plans to add tags and maybe a toolbar?

We use images and tables in a good number of our articles and the ability to float and wrap around images would be nice. Any insight or help on these issues would be appreciated.

Thank you,

Tim

[jnlkds]

Tim

About to jump in the fray.. not sure if our number will be greater or less than yours however, I am trying to figure out if there is a way to create or allow multiple authors to be able to edit a given knowledge base article. We are planning on using the Wiki format..

My concern is that it is one long document and someone can go in and change anything.. I was hopeful to creae separate sections and the to create ownership for each area. Any thoughts?

[Tim Owen]

Jeff,

  We may need an expert to say for sure, but I believe Wiki articles in the knowledge base run off the same security as any other article. The article itself is a form that simply has an Wiki content field inside of it. I believe any ITIL or Knowledge role user will be able to edit. The wiki editor only supports a short list of wiki markup and is not editable in the same way as a Wiki site. I do not know of a way you can limit a person to only be able to edit a certain section of the article either.

[jnlkds]

Thanks Tim for the reply

I would identify that this should be part of the platform where it is not expected that a single author has to be responsible for all.

I would entertain it is no different than a user entering in information for an incident or problem. Certain roles should have the ability to control sections of a document, knowledge article, etc..