ATG Knowledge Configuration Guide
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Once you have defined the Solution Classes, you can continue on with
Customizing ATG Knowledge
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Contents
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Introduction
Audience
Documentation Conventions
Related Documents
Before You Begin
Browser and Environment Requirements
Configuring ATG Knowledge Overview
Configuration Roadmap
Accessing the ATG Knowledge User Interface
Configuring Attachments and E-Mail
Chapter Roadmap
Deploying Solution Attachments
Configuring ATG Knowledge Server Attachment Settings
Configuring ATG Self Service Server Attachment Settings
Initializing Attachment Folders
Initializing Attachment Folders
Configuring E-Mail
Creating E-mail Templates
Setting the Default Sender E-mail Address
Next Steps
Configuring ATG Knowledge Display Settings
Chapter Roadmap
Configuring Search Solution Formats
Configuring the Search Results Display
Setting Global Results Display
Grouping Answers by Document
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
Next Steps
Working With Solution Class Settings
Chapter Roadmap
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
Next Steps
Customizing ATG Knowledge
Chapter Roadmap
Configuring Links in the Management Toolbox Panel
Customizing Solution Templates with Transactional 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
Properties of Transactional Snippet Parameters
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
Action Definitions Page
The Framework Form Handler Interface
The Framework.jsp Page
Panels
Partial Page Renderers
Error Messages
Next Steps
Creating a Production Environment
Chapter Roadmap
ATG Knowledge in Production Environments
Prerequisites:
Load Managers for ATG Knowledge and ATG Self Service
Configuring Locked Caching for ATG Knowledge and ATG Self Service
Running the ATG KnowledgeDataWarehouse Module
Enabling Caching for Entries
Enabling Caching for Security
Next Steps
Multi-Language Authoring
Chapter Roadmap
ATG Search Answer Server Clusters
Creating ATG Search Sites
Configuring the ATG Knowledge Server
Configuring the ATG Self Service Server
Creating ATG Search Document Parsing Options
Creating ATG Search Content Templates
Configuring Multi-Language Topic Sets
Configuring ATG Service Center for Multi-Language Authoring
Japanese Authoring Settings on Solid and DB2
Working With ATG Knowledge Reports
Chapter Roadmap
Accessing ATG Knowledge Reports
Security on ATG Knowledge Reports
Access Rights to the ATG Reporting Center
General ATG Reporting Center Roles
Roles that Grant Access to Solution and User Reports
Service Roles with Access to Reports
Setting the Reporting Summary Service Schedule
Configuring Context Roots for ATG Reporting
ATG Knowledge Mappings
ATG Self Service Mappings
ATG Knowledge with ATG Commerce Mappings
Using ATG Knowledge Workflows
Chapter Roadmap
Workflows and Publishing Overview
Process-Level Workflows and Project-Level Workflows
Solutions and Workflows
Workflow Security
ATG Knowledge Workflows
Agent Process-Level Workflows
Agent Project-Level Workflows
Managing Orphaned Projects
Workflows without Deployment Steps
About Workflows and Solution Status
Modifying Solution Statuses
Creating a New Solution Status
Modifying ATG Knowledge Workflows
Modifying Workflows
Changing Access Rights on Workflows
Deleting Workflows
Checking In Solutions in the In Draft Status
Creating Scenarios and JMS Events
Chapter Roadmap
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
Importing Solution Data from External Repositories
Chapter Roadmap
About the Solution Data Import Tool
Preparing Solution Data for Import
Importing Solution Data
Modules for Importing Solution Data
Starting the Service.RL and Service.RL.Internal Module
Using RMI Client for Batch Loading
Field Definitions
Checking In and Deploying Solutions
Exporting Solutions
Migrating to ATG Knowledge from Primus eServer
Chapter Roadmap
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
Mapping Property Values to Topics
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
Import Solutions XML Example
