ATG Self Service Configuration Guide
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Escalation and De-Escalation
ATG Self Service provides escalation and de-escalation mechanisms for Self Service customers.
Contents
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Introduction
Audience
Documentation Conventions
Related Documents
Before You Begin
Browser and Environment Requirements
Configuring ATG Self Service Overview
Starting Up ATG Self Service
Running the SelfServiceDataWarehouse Module in Different JVMs
Next Steps
Configuring Solutions
Chapter Roadmap
Deploying Solution Attachments
Creating Problem Categories and Assigning Ticket Queues
Configuring Hot Solutions
Setting the Default Number of Solutions to Display
Configuring Cache Settings
Configuring Solutions for All Users
Running ATG Self Service on a Production Environment
Next Steps
Identifying User Segments
Chapter Roadmap
Prerequisites
Specifying ATG Self Service User Segments
Selecting ATG Self Service Specific User Segments
Adding Segments
Ordering Segments
Removing Segments
Next Steps
ATG Self Service Global Settings
Chapter Roadmap
Configuring Anonymous User Access
Filtering Cookies
Configuring Site Information
Allowing Brand Selection
Next Steps
Configuring the ATG Self Service Site
Chapter Roadmap
Selecting a Site Skin
Default Skins
Modifying Skins
Enabling Languages
Configuring Multi-Language Search Results
Setting Default User Options
Configuring Default E-mail Text
Assigning a Topic Root Assignment Page
Configuring the Site Home Page
Configuring Styles
Configuring Layout
Configuring Panels
Configuring the Search Page
Search Page Settings
Advanced Search Options
Set History Options
Configuring the Browse Page
Configuring the Solution Page
Configuring the Document Page
Configuring the Advisor Page
Configuring the Account Page
View Settings
Ticket Settings
Registration Field Settings
Configuring the Contact Us Page
Next Steps
Scenarios and JMS Events
Chapter Roadmap
Scenarios in ATG Self Service
Updating External Scenarios
Customizing Scenarios and Messaging
ATG Self Service Scenario Events
Complete List of JMS Events
Escalation and De-Escalation
Chapter Roadmap
About Escalation and De-Escalation
About Escalation
Enabling Escalation
Configuring Escalation
About De-Escalation
Enabling De-Escalation
About the De-Escalation Report
Escalation and De-Escalation JMS Events
Customizing ATG Self Service
Chapter Roadmap
Re-branding ATG Self Service
Customizing Page Layouts
Testing Application Customizations
Getting Set Up
Displaying New Solution Classes
Adding Custom Panels
Adding ATG Self Service to an Existing Site
Chapter Roadmap
Getting Set Up
Merging ATG Self Service with Another Application
Merging ATG Self Service with an Existing J2EE Application
Keeping ATG Self Service as a Separate J2EE Application
Enabling Single Log In
Logging Out
Integrating with a non-ATG Site
Multiple ATG Self Service Sites
Chapter Roadmap
Creating Multiple ATG Self Service Sites
To Create a New Segment:
Passing Parameters in a URL
Populating the Marketing Slot
