ATG Service is comprised of several different components. These components can be installed in a number of different combinations.
Knowledge Manager – Creates a knowledgebase of content with either structured content that is displayed as Knowledge Manager solutions, or unstructured content that is associated with tickets and is viewed through an Oracle ATG Web Commerce Search content set
Self Service – Customers can search and browse for the information they need. They can also open tickets should they not find the required information
Service Administration – An administration tool that runs in the Business Control Center (the Business Control Center) that allows you to create users and sites, as well as configure settings for security and solution deployment
ATG Ticketing – ATG Service is integrated with ticketing. Solutions and documents can be linked to tickets. Self Service allows customers to create tickets by escalating their problem to the call center. The Ticketing module is automatically included when starting ATG Service. For additional information on ATG Ticketing, refer to the ATG Ticketing User Guide
Service Center – The UI through which agents work with the knowledgebase and assist customers. Service Center allows agents to access ticket information and customer profiles. Service Center UI, which is also used by Oracle ATG Web Commerce Service Center, is customized using the Service-UI module. Information on UI customizations is found in the ATG Service Center UI Programming Guide
The suggested set up for Knowledge Manager and Self Service include a combination of agent, management and production servers, as outlined in the diagram below.
All application and database servers are located behind your inside firewall. The HTTP (or Web) server for Self Service is placed between the inner and outer firewall, limiting the number of ports that must be opened externally to a single HTTP port on the outer firewall (access to the HTTP server) and a single port per Self Service servlet engine. By default, this is port 8080 on JBoss, 7001 on WebLogic, 9080 on WebSphere.
Note: The diagram below shows all of the components of Oracle ATG Web Commerce. Your installation may not include all these components.
ATG Service Components Architecture
