ATG Service Installation and Configuration Guide
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Configuring Scheduled Services
The following scheduled services are available within the Ticketing module:
Contents
Search
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
Prerequisites
Installing ATG Service on Windows
Installing ATG Service on UNIX
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
FakeXADataSource Files for Importing ATG Service Data
Configuring the Production Server
Configuring the Agent Server
Configuring the Management Server
Configuring Data Sources for JBoss
Enabling XA Data Sources on JBOSS 4.2
Configuring the Production Server
Configuring the Agent Server
Configuring the Management Server
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 Agent-Facing Server
Configuring the Customer-Facing Server
Configuring the Management Server
Configuring the LockManager and SQL Repository
ServerLockManager on Customer-Facing Servers
ClientLockManagers on Agent-Facing Servers
Configuring the LockManager
Configuring the ATG Search Requirements
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
Enabling Data Collection
Configuring Production Data Sources
Enabling Search Events Firing
Configuring the Management Server
Enabling Data Collection
Configuring the Data Sources
Importing Reporting Roles and Groups
Disabling the Scenario Manager Service
Configuring the Agent-Facing Server
Enabling Data Collection
Configuring the Data Sources
Enabling Search Events Firing
Configuring the Data Warehouse Loader Server
Enabling Data Collection
Configuring the Data Sources
Configuring the Lock Managers
Configuring the Data Warehouse Time Zone
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
Configuring JBOSS SSL
Configuring Oracle WebLogic
Configuring IBM WebSphere
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
Incremental Indexing
Configuring Multi-Language Search
Defining Topic Sets per Country and Language
Configuring Remote Host information
Categorizing Topics
Configuring Default Topic Settings
Configuring Profile Search
Profile Search Overview
Configuring Servers for Search
Configuring Search Environments
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
Plan Deployment Topology
Set Up Deployment Agents
Configure Switch Deployment
Configure Online Deployment
Manage Asset Security on Target Sites
Configure Deployment Data Sources and Destination Repositories
Configure Deployment from Multiple Management Server Clusters
Define the Deployment Topology
Initialize Target Sites
Configure Deployment Event Listeners
Schedule Deletion of Empty Folders
Cache Checksums for File Assets
Deploying Solutions
Using ATG Service Workflows
Workflows and Publishing Overview
Solutions and Workflows
Asset Locking and Check-in
ATG Service Center and Workflows
Installed Workflows
ApproveChangeEditExistingSolution
DeleteSolution
DisableSolution
EditExistingSolution
EditNewSolution
EditProposedSolution
MergeSolutions
SingleCheckinEditNewSolution
SingleCheckinEditProposedSolution
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
Modifying Workflows
Changing Access Rights on Action Elements
Phasing Out Workflows
Deleting 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
Creating Organizations
Creating Organizational Roles
Creating Owning Groups and Internal Audiences
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
Page-Level Security
Field-Level Security
Customizing Option-Level Access Rights
Assigning Direct Access Rights to Roles
ATG Knowledge and ATG Self Service Security
Viewing Solutions
Editing Solutions
Field and Field Value Security on Solutions
ATG Knowledge User Interface security
Specifying Access in the User Interfaces
Allowing Users to Upload Solution Attachments
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
ExpireOutboundMessageService
ReleaseTicketPeriodicService
UnsuspendTicketPeriodicService
Working with an External CRM Application
Before You Begin
CRM Integration Servlet
Single Sign-on
LoginAgentUser Web Service
CanClientEncryptAgentPasswords Web Service
GetAgentPasswordHashKey Web Service
GetAgentPasswordHashAlgorithm Web Service
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
General Service Administration
Self Service Administration
Service Center Administration
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
Service Report Access Role
Service Admin Role
Service Super Admin Role
Service Admin Super Admin Role
Service Admin Self Service Admin Role
Service Admin Self Service Super Admin Role
Service Admin Workspace Admin Role
Service Admin Workspace Super Admin Role
Business Manager Role
Content Reviewer Role
Knowledge Manager Role
Style Reviewer Role
Tier 1 Role
Tier 2 Role
ATG Service Framework Repository Architecture
Service Framework Object Overview
FrameworkObject Inherited Attributes
FrameworkDefinition
SkinDefinition
TabDefinition
CellDefinition
PanelStackDefinition
PanelDefinition
Framework Supporting Object Definitions
Segmented Options
ContentDefinition
TemplateDefinition
Framework Configuration Objects
Configuration Object Inherited Attributes
FrameworkConfig
ContentConfig
TemplateConfig
SkinConfig
TabConfig
CellConfig
PanelStackConfig
PanelConfig
Framework Instance Objects
Instance Object Inherited Attributes
ContentInstance
TemplateInstance
FrameworkInstance
SkinInstance
TabInstance
CellInstance
PanelStackInstance
PanelInstance
PanelTarget
Adding a New Panel to Service Center
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
SiteOption
Site
SegmentedOptions
OptionSegment
UserOptionRepository
UserOption
ServiceSegmentRepository
Segment
ServiceSharedRepository
KnowledgeQuery
KnowledgeQueryPredicate
FavoriteQuery
ViewedAnswer
RecommendedAnswer
KnowledgeSession
WindowAttribute
SolutionRelevance
SolutionStatusTaskDefn
Favorites
RecommendedReading
RecentTickets
SpellingDictionary
SolutionRedirect
ServiceRepository
EnumeratedListValue
SolutionFieldValue
DefaultFieldValue
Field Definitions
BooleanFieldDefinitions
ListFieldDefinitions
ListFieldDefinitions
OrganizationFieldDefinitions
FieldDefinitionTypeMetadata
SolutionClass
SolutionClassFieldDefinition
Solution
SolutionField
QOAA
SolutionStatus
TransactionalFragmentParameter
TransactionalFragmentParameterListValue
TransactionalFragmentFieldValue
TransactionalFragmentParameterValue
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
JTDataSource for Agent Server Instance
JTDataSource for Production Server Instance
Imported Files for Management Server Instance
Switching Data Source Configuration
Data Warehouse Add On Configuration
CIM File Configurations
Agent Server Instance Configurations
Production Server Instance Configurations
Management Server Instance Configurations
Data Warehouse Server Instance Configurations