Introduction

Introduction

The ATG Service Installation and Configuration guide provides instruction on installation and configuration of the ATG Service applications, ATG Knowledge, and ATG Self Service, as well as configuration information for Web applications, ATG applications such as ATG Search and ATG Reporting.

Contents
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Introduction
- Audience
- Documentation Conventions
- Default Ports
- Related Documents
- Browser and Environment Requirements
Illustrating the Service Architecture
- ATG Service Components
  - Required ATG Service Dependencies
  - Optional ATG Service Dependencies
- ATG Knowledge Architecture
  - Repositories
  - Data Sources
- ATG Self Service Architecture
Requirements for Installation
- Prerequisites for Installing ATG Service Software
Installing ATG Service
- Installing ATG Service Applications
- Configuring ATG Service with CIM
Configuring Databases for ATG Service
- Prerequisites
- Required Databases and Users
- Creating Database Schemas
  - Databases and Switch Deployment
  - Schema Creation Scripts
- Configuring FakeXADataSource Files
- Configuring Data Sources for JBoss
- Enabling XA Data Sources on MS SQL
- Importing Initial Configuration Data
  - Editing WAS_HOME and WL_HOME Variables
Creating the ATG Service Servers
- Creating the Servers
- Configuring the Servers
- Configuring the LockManager and SQL Repository
- Using Window Scoped Failover
  - Adding Additional Components
Configuring ATG Reporting
- Before You Begin
- Installing ATG Service Reports
  - Installing the Reports
  - Accessing Report Metadata
- Creating the Data Warehouse
  - Creating Data Warehouse Tables
  - Creating the Data Loader Local Tables
- Configuring the Production Server
- Configuring the Management Server
- Configuring the Agent-Facing Server
- Configuring the Data Warehouse Loader Server
Assembling ATG Service
- Prerequisites
- Using the runassembler Command
- Assembling ATG Knowledge
- Assembling ATG Self Service
- Assembling ATG Reporting
- Assembling ATG Search
- Starting the Servers
- Ensuring HTTPS Connectivity
- Accessing the ATG Service Interfaces
Using ATG Search with ATG Service
- Configuring the ATG Search Server
  - Configuring the Search Engine and Deploy Share
- Configuring Search Environment
- Configuring Remote Host information
- Categorizing Topics
  - Configuring Default Topic Settings
- Configuring Profile Search
- Performance Tips for Searching
  - Modifying Number of Results Returned
  - Modifying Number of Solutions Displayed
Implementing Solution Deployment
- Before You Begin
- Deployment Concepts
- Setting Up Solution Deployment
- Deploying Solutions
Using ATG Service Workflows
- Workflows and Publishing Overview
- Installed Workflows
- Completing Workflow Definitions
- Assigning Owning Groups
- Managing Orphaned Projects
- Workflow Action Elements
- Workflow Security
  - Viewing and Working on Solutions
  - Viewing Tasks
- Service Administration Workflows
  - SvcAdmin Workflow
- Workflows and Solution Status
  - Modifying Solution Statuses
  - Creating a New Solution Status
- Modifying ATG Knowledge Workflows
- Workflow Best Practices
  - Cloning Project Instead of Editing
  - Define Workflows and Solution Classes First
Defining ATG Service Security
- Security Elements
  - Types of Security
  - Security Settings
- Security Example
  - Solution Security Example
- Organizations and Organizational Roles
- Global Roles
  - Creating Global Roles
  - Default ATG Knowledge Global Roles
- Users and User Roles
  - Creating New Internal Users
  - Adding Roles to Organizations or Users
- Creating Administration Users
  - Predefined Service Administration Roles
- Changing BCC Access Control
- Security on Service Administration Features
- Assigning Direct Access Rights to Roles
- ATG Knowledge and ATG Self Service Security
Defining ATG Service User Segments
- External User Segments
  - Sharing External File Assets
- Internal User Segments
  - Internal User Segments and Deployment
- Selecting User Segments in a Project
  - Adding a User Segment
Configuring Global Service Center Settings
- Configuring General Site Settings
- Configuring Helpful Panels Settings
  - Configuring Hot Solutions
- Configuring User Preferences Default Settings
- Setting Organization Lists
- Managing Slots and Renderers
- Customizing Personalization Panels
  - Viewing Panel Security
  - Editing Panel Content
- Configuring Messaging
  - Rendering Messages in the Message Bar
  - Implementing Client-Side Validation
ATG Ticketing Configuration and Administration
- ATG Ticketing Overview
  - Ticket Dispositions and Warnings
- Requirements
- Ticket Queues
  - Adding Ticket Queues
  - Global Ticket Queue Timing Properties
- Setting Ticket Polling
- Discarding Tickets
Customizing Ticketing
- Defining Global Context Area Defaults
- Configuring Ticket Reason Codes and Contexts
  - Modifying a Reason Code
  - Adding a New Reason Code
- Indicating Ticket Status/Sub-status
  - Modifying Ticket Sub-statuses
- Modifying Ticket Escalation
- Setting Default Ticket Priority
- Generating Ticket ID Spaces
  - das_id_generator
- Defining New Ticket Activity Types
  - Displaying Ticket Activities in Service Center
- Configuring Scheduled Services
Working with an External CRM Application
- Before You Begin
- CRM Integration Servlet
- Creating/Linking a New ATG Ticket
- Changing an External Ticket ID and Name
  - Sample Web Service Call Code
- Searching from an External CRM Application
  - Additional Search Parameters
ATG Service Access Rights
- Service Administration Page Access Rights
- Service UI Elements
  - Self Service Administration UI Options
  - Knowledge UI Direct Access Rights
- BCC Global Role Rights
- ATG Service Rights and Global Roles
  - User Access Rights and Global Roles
  - System Administrator Access Rights and Roles
- Global Service Roles and Direct Access Rights
ATG Service Framework Repository Architecture
- Service Framework Object Overview
- FrameworkObject Inherited Attributes
- FrameworkDefinition
- SkinDefinition
- TabDefinition
- CellDefinition
- PanelStackDefinition
- PanelDefinition
- Framework Supporting Object Definitions
- Framework Configuration Objects
- Framework Instance Objects
- Adding a Custom Tab in Service Center
  - Troubleshooting Tab Creation
- Environment Monitoring
  - Current Ticket Disposition
  - Environment Monitoring Components and Classes
ATG Service Repository Tables
- OptionRepository
- UserOptionRepository
  - UserOption
- ServiceSegmentRepository
  - Segment
- ServiceSharedRepository
- ServiceRepository
ATG Service Context Roots
- ATG Knowledge Mappings
- ATG Knowledge with ATG Commerce Mappings
- ATG Self Service Mappings
Service CIM Details
- Product Compatibility
- Available Add-ons
- Server Instances
  - Add On Modifications
- Data Source Configuration
- CIM File Configurations