ATG Knowledge Configuration Guide
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This manual is intended for system administrators responsible for configuring ATG Knowledge.
Contents
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Introduction
Audience
Documentation Conventions
Related Documents
Before You Begin
Browser and Environment Requirements
Configuring Attachments and E-Mail
Accessing the ATG Knowledge User Interface
Deploying Solution Attachments
Configuring ATG Knowledge Server Attachment Settings
Configuring ATG Self Service Server Attachment Settings
Initializing Attachment Folders
Initializing Folders
Configuring E-Mail
Creating E-mail Templates
Setting the Default Sender E-mail Address
Configuring ATG Knowledge Display Settings
Configuring Search Solution Formats
Configuring the Search Results Display
Setting Global Results Display
Setting Results Sorting
Organizing the Results Topic Tree
Configuring Solution Language Settings
Default Language Settings
Search Language Options
Configuring Available and Default Language Settings
Configuring Contribute Tab Settings
Working With Solution Class Settings
Configuring Global Field Definitions
Solution Class Types
Editing Custom Fields
Creating Custom Fields
Editing Intrinsic Fields
Configuring Solution Class Definitions
Editing a Solution Class
Editing Solution Class Fields
Creating a New Solution Class
Deleting Solution Classes
Customizing ATG Knowledge
Configuring Links in the Management Toolbox Panel
Customizing Solution Templates withTransactional Snippets
Default Transactional Snippets and Parameters
Configuration File Locations
Guidelines for Creating and Customizing Transactional Snippets
Customizing Transactional Snippets
Creating New Transactional Snippets
For Additional Information
Properties of Transactional Snippets
Parameters of Transactional Snippets
Checking In and Deploying Solutions
Exporting Solutions
Re-branding ATG Knowledge
Customizing Page Layouts for ATG Knowledge
Panel Stacks and Panels
Testing Application Customizations
Getting Set Up
Using the ATG Knowledge User Interface Framework
Main Page
The Framework Interface
Creating a Production Environment
ATG Knowledge in Production Environments
Prerequisites:
Configuring Locked Caching for ATG Knowledge and ATG Self Service
Running the ATG KnowledgeDataWarehouse Module
Enabling Caching for Entries
Enabling Caching for Security
ATG Knowledge Reports
Security on ATG Knowledge Reports
Access Rights to the ATG Reporting Center
Roles that Grant Access to Solution and User Reports
Service Roles with Access to Reports
Setting the Reporting Summary Service Schedule
Creating Scenarios and JMS Events
Internal and External Scenarios
Scenarios in ATG Knowledge and ATG Self Service
Configuring Process Editor Servers
Configuring the ATG Self Service Scenario Manager
Configuring the ATG Knowledge Scenario Managers
Updating External Scenarios
Customizing Scenarios and Messaging
ATG Knowledge Scenario Actions
ATG Knowledge Scenario Events
Additional ATG Knowledge Events
Complete List of JMS Events
ATG Knowledge JMS Events
ATG Solution JMS Events
ATG Knowledge-Specific Ticketing Events
Migrating to ATG Knowledge from Primus eServer
Prerequisites
Configuring a Data Source that Points to the eServer Database
Mapping Data for Migration
Enabling Migration
Updating Existing Migrations
Mapping Solution Classes
Mapping eServer Solution Statuses to ATG Workflow Statuses
Mapping Language Settings
Mapping ATG Intrinsic Fields to eServer Properties
Mapping eServer Properties to ATG Fields
Mapping eServer Number Properties
Mapping eServer Member Properties to ATG Users or Organizations
Migration and Solutions
Migration and Security
Migrating Attachments
Migrating User Favorites
Specifying Default Values for Empty Solution Fields
Controlling Solution Validation
Assigning ATG Search Topics to Solutions
Topic Migration
Term Migration
Grouping Statement Text during Topic Migration
Preserving Topic IDs During Import
Specifying Migration Settings
Running the Migration Module
Running Migration
Indexing Content After Migration
Database Performance During Migration
Troubleshooting Migration
Entity Not Found Errors
Fixing Null or Orphaned Users and Organizations
Restarting Migration
Index
