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Difficulties creating a Knowledge Article with correct formatting.

Unanswered Difficulties creating a Knowledge Article with correct formatting.

  • Sunday, May 20, 2012 8:57 PM
     
     
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    Hello,

    My first question is why do Knowledge Articles need to be in Rich Text format?  I would really like to be able to upload any type of document to a knowledge article.

    Second question, when I create a .rtf document with a couple numbered steps and then a couple screen shots in between some of the steps it looks fine when I open it in the Knowledge Article Internal Content view or in the Search for Knowledge Article results within the console.  However, when I actually open that Knowledge Article from the portal the numbering of the steps is all messed up, it basically starts over at number 1 for every step that comes right after a screenshot.

    For example it should look like this (it does in the console):

    1.

    2.

     SCREENSHOT

    3.

    4.

     SCREENSHOT

    5.

    6.

    But when I open the Knowledge Article from the portal the .rtf document looks like this:

    1.

    2.

     SCREENSHOT

    1.

    2.

     SCREENSHOT

    1.

    2.




    • Edited by D. Elliott Sunday, May 20, 2012 9:30 PM
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  • Friday, June 15, 2012 10:35 AM
     
     
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    Does anybody use this feature? Would be interessting to add Acrobat PDFs - is that possible and how you can open it in the self service portal?

    Patrick Wahlmüller

     
  • Friday, June 15, 2012 6:35 PM
     
     
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    The answer is No. Knowledge Articles can still only be presented in .rtf form. They have not modified this from SM2010. I have heard mention of them improving Knowledge articles in the first major update.
     
  • Tuesday, July 31, 2012 1:58 PM
     
     
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    So I ended up creating a ticket for this issue with MS Premier and here is the responce I got:

    "I did some research and found that this issue existed in SCSM 2010 as well.  It is not currently classified as bug or code defect, however, but there is no workaround for it at the time either.  Your TAM, NAME, can provide you a Business Impact Statement to fill out, if you wish, and this will help get feedback to the Product Group that this is an issue that has impact on customers like you.  It doesn’t guarantee a fix, by any means, but it does provide exposure to the Product Group."

    Isn't there anyone else that has ever tried to use the Knowledge Articles by creating numbered steps and including images or screenshots?

    I would say that 75% of all help documents I currently have and will create will have a number of steps and one or more images in them, if this problem does not get fixed and I can't create accurate help articles, that entire KA "feature" is pretty much useless when it comes to self-service.


    -Dustin



    • Edited by D. Elliott Tuesday, July 31, 2012 2:49 PM
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