ATG Service Installation and Configuration Guide
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Once Ticketing has been configured, continue to
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Contents
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Introduction
Audience
Documentation Conventions
Default Ports
Related Documents
Browser and Environment Requirements
Illustrating the Service Architecture
Chapter Roadmap
ATG Knowledge Architecture
ATG Knowledge and ATG Self Service Architecture
ATG Self Service with Authoring Architecture
Requirements for Installation
Prerequisites for Installing ATG Service Software
Next Steps
Installing ATG Service
Installation Roadmap
Installing ATG Service Applications
Prerequisites
Installing Service on Windows
Installing ATG Service on UNIX
Installing ATG Knowledge Reports
Prerequisites:
Next Steps
Configuring Databases for ATG Service
Prerequisites
Chapter Roadmap
Required Databases and Users
Creating Database Schemas
Editing the Schema Scripts
Configuring FakeXADataSource Files
FakeXADataSource Files for Importing ATG Service Data
Importing Initial Configuration Data
Importing Note
Next Steps
Creating the ATG Service Servers
Chapter Roadmap
Creating the Servers
Configuring the Servers
Configuring the svcagent Server
Configuring the svcadmin Server
Configuring the Transaction Manager Properties
Configuring the LockManager and SQL Repository
Next Steps
Configuring ATG Reporting
Chapter Roadmap
Installing the SQL Scripts
Configuring the Data Warehouse Data Sources
Configuring the Lock Managers
Configuring Log File Directories
Enabling Report Data Collection
Disabling Loaders on the Agent Server
Disabling the Scenario Editor Manager
Configuring Components on the Search Admin Server
Next Steps
Assembling ATG Service
Prerequisites
Chapter Roadmap
Using the runassembler Command
Assembling ATG Knowledge
Assembling ATG Self Service
Assembling ATG Self Service with Authoring
Assembling ATG Reporting
Starting the Servers
List of Modules
Ensuring HTTPS Connectivity
Configuring JBOSS SSL
Configuring BEA Weblogic
Configuring IBM WebSphere
Accessing the ATG Service Interfaces
Next Steps
Using ATG Search with ATG Service
Chapter Roadmap
Creating the ATG Search Schemas
Creating BIZUI Tables and Importing Data
Creating SearchAdmin Tables and Importing Data
Configuring the ATG Search Server
Configuring the svcsearch Server
Configuring the ATG Search Transaction Managers
Configuring the ATG Search Client Lock Managers and SQL RepositoryEventServer
Configuring the SearchIndexDeployment Path
Configuring the Search Engine and Deploy Share
Configuring the Search Language
Configuring Search Admin
Configuring Multi-Language Search
Defining Topic Sets per Country and Language
Assembling ATG Search
Starting the ATG Search Server
Configuring Search Taxonomies
Configuring ATG Advisor
Configuring ATG Self Service and ATG Advisor
Configuring ATG Knowledge for ATG Advisor
Categorizing Topics
Configuring Default Topic Settings
Performance Tips for Searching
Modifying Number of Results Returned
Modifying Number of Solutions Displayed
Next Steps
Defining an ATG Self Service Deployment Topology
Chapter Roadmap
About DAF Deployment
Defining a Topology
Defining a New Target Site
Deploying the New Target Site
Next Steps
Using ATG Service Workflows
Chapter Roadmap
How Solutions Use Workflows
Workflow Security
Service Administration Work Flows
SvcAdminProject Workflow
SvcAdminInternalProject Workflow
Workflows and Solution Status
Modifying Solution Statuses
Creating a New Solution Status
Modifying Workflows
ATG Knowledge Workflows Overview
ATG Self Service with Authoring Workflows
Next Steps
Defining ATG Service Security
Chapter Roadmap
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
ATG Self Service with Authoring Security
Default Organizations, Roles, and Access Rights
Default Answers Organizations
Default Answers Roles-to-Rights Associations
Next Steps
Defining ATG Service User Segments
Chapter Roadmap
Adding User Segments
Adding a User Segment
User Segments and Solution Audiences
About Creating User Segments
Creating External User Segments
Creating Internal User Segments
Internal User Segments and Deployment
Next Steps
Configuring Global Service Center Settings
Chapter Roadmap
Configuring General Site Settings
Configuring Global 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
Next Steps
ATG Ticketing Configuration and Administration
Chapter Roadmap
ATG Ticketing Overview
Requirements
Ticket Queues
Adding Ticket Queues
Global Ticket Queue Timing Properties
Setting Ticket Polling
Next Steps
Customizing Ticketing
Chapter Roadmap
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
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 Direct Access Rights
Page Access Rights for General Service Administration
Page Access Rights for Self Service Administration
Page Access Rights for Service Center Administration
Service Administration UI Options
Self Service > Global Settings UI Options
Self Service > Skin Selection and Skin Settings UI Options
Self Service > General Settings UI Options
Self Service > Email Settings UI Options
Self Service > Home Page UI Options
Self Service > Search Page UI Options
Self Service > Browse Page UI Options
Self Service > Solution Page UI Options
Self Service > Document Page UI Options
Self Service > Advisor Page UI Options
Self Service > Account Page UI Options
Self Service > Contact Us Page UI Options
ATG Knowledge Direct Access Rights
BCC Access Rights
Solution Status Access Rights
ATG Knowledge Specific Direct Access Rights
Roles/Direct Access Rights
UI Elements/Direct Access Rights
ATG Service Center
Research Tab
Contribute Tab
Respond Tab
Tasks Tab
Tickets Tab
Customers Tab
Utilities
Helpful Panels
Global Ticket Panel
Next Steps Panel
Preferences
Error Panels
Index
