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XWiki is an open-source wiki that many MSPs run on their own server for their procedures and troubleshooting notes. Connect your wiki once with a local XWiki account, and Neo agents can search it, read pages in full, and write new pages for a person to review.

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What Neo can do with XWiki

  • Search your wiki and read each page it finds, nested spaces included
  • Answer a technician’s question from your procedures, and name the pages it used
  • Check whether a fix is already documented before anything new is written
  • Create a new draft page from a solved ticket, in the space you choose, for a person to review
  • Read page history, comments and attached text files
  • With your permission, change existing pages, add comments and fill in structured data

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New pages only, unless you allow more

Neo writes to XWiki in two separate steps that you turn on apart:
  • Pages set to Read / Write lets Neo create new pages only. Before each create, Neo reads the page name it chose and sends nothing when a page is already there. Only a page someone else creates between that read and Neo’s write can be replaced; Neo then reports it, and the page history keeps the earlier version.
  • Page Changes set to Read / Write lets Neo change or delete existing pages. Just before it sends new content for a page, Neo checks that the page is still at the version it read; a change another writer makes between that check and the write is replaced, and the page history keeps it. Translations, tags and deletes go without that check.
Your XWiki account decides the rest: give Neo’s account edit rights only in the space drafts go in, such as AIDrafts, and XWiki itself refuses a write anywhere else.

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Drafting a page from a ticket

Tell the agent which space drafts go in, in its instructions. For each ticket worth documenting, Neo searches the wiki first. When a page already covers the fix, it says which one. Otherwise it creates a new page named after the ticket, such as T123456-veeam-vss-error, with a summary, the symptoms and the steps that worked, and the ticket number. A person reviews the draft in XWiki before it is published. See XWiki API for the permission groups.

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Next steps

Connect XWiki

Create a local XWiki account for Neo and save it in Neo.