Ticket Queues

Ticket Queues

This section contains the following information:

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