Prerequisites

  • Make sure you have set DYNAMO_HOME and JAVA_HOME in your environment. The scripts for importing data invoke the startSQLRepository command, which needs this information

  • Make sure that you have created the databases and the database users required for your environment

Oracle ATG Web Commerce

ATG Service Installation and Configuration Guide

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  • Contents
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  • Introduction
    • Audience
    • Documentation Conventions
    • Default Ports
    • Related Documents
    • Browser and Environment Requirements
  • Illustrating the ATG Service Architecture
    • ATG Service Components
      • Required ATG Service Dependencies
      • Optional ATG Service Dependencies
    • Knowledge Manager Architecture
      • Repositories
      • Data Sources
    • Self Service Architecture
  • Installing ATG Service
    • Installing ATG Service Applications
      • Prerequisites
      • Installing ATG Service on Windows
      • Installing ATG Service on UNIX
    • Installing ATG Service using 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 Data Sources for JBoss
      • 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 LockManager and SQL Repository
      • ServerLockManager on Customer-Facing Servers
      • ClientLockManagers on Agent-Facing Servers
      • Configuring the LockManager
      • Configuring Search Requirements
    • Using Window Scoped Failover
      • Adding Additional Components
  • Using Search with ATG Service
    • Configuring the Search Server
      • Configuring the Search Engine and Deploy Share
    • Configuring the Search Environment
      • Content Sets
      • Incremental Indexing
      • Configuring Multi-Language Search
      • Root Topics
      • Defining Topic Sets per Country and Language
    • Configuring Remote Host information
    • Categorizing Topics
      • Configuring Default Topic Settings
    • Configuring Profile Search
      • Profile Search Overview
      • Configuring Live Indexing for Search
      • Configuring Search Indexing Environments
      • Preloading the Index
      • Disabling Profile Indexing
      • Performing a Manual Re-Index of Profiles
    • Performance Tips for Searching
      • Modifying Number of Results Returned
      • Modifying Number of Solutions Displayed
  • Assembling ATG Service
    • Using the runassembler Command
    • Assembling Knowledge Manager
    • Starting the Servers
    • Ensuring HTTPS Connectivity
      • Configuring JBOSS SSL
      • Configuring Oracle WebLogic
      • Configuring IBM WebSphere
    • Accessing the ATG Service Interfaces
    • Creating a Production Environment
      • Prerequisites:
      • Configuring Locked Caching for Knowledge Manager and Self Service
      • Running the Knowledge Manager Data Warehouse Module
      • Enabling Caching for Entries
      • Enabling Caching for Security
  • Configuring Global Settings
    • Configuring General Site Settings
      • Configuring Helpful Panels Settings
    • Configuring User Preferences Default Settings
      • Confirmation When Discarding New Solution
      • Default Home Page
      • Default Solution Class
      • Answers per Page
      • Default Tab for New Calls
      • Default Panel for New Calls
    • Setting Organization Lists
    • Configuring Global Knowledge Manager Settings
      • Configuring Search Solution Formats
      • Configuring the Search Results Display
      • Setting Global Results Display
      • Setting Results Sorting
      • Organizing the Results Topic Tree
      • Configuring Solution Language Settings
      • Configuring Contribute Page Settings
    • Configuring Global Self Service Settings
      • Configuring Anonymous User Access
      • Filtering Cookies
      • Configuring Site Information
      • Site Landing Page
    • Configuring Link Validation
      • Configuring Multiple Servers
  • Configuring a Self Service Site
    • Creating a Self Service Site
    • Copying Site Settings
    • Adding External User Segments to a Site
      • Prerequisites
    • Controlling Solution Access at Sites
      • Creating a Site-Specific External User Segment
      • Selecting User Segments
      • Ordering Segments
      • Removing Segments
      • Restricting Unstructured Content
    • Selecting a Site Skin
      • Default Skins
      • Modifying Skins
    • Enabling Search Languages
      • Configuring Multi-Language Search Results
    • Configuring Language Settings
    • Setting Default User Options
    • Configuring Default E-mail Text
    • Assigning a Root Topic
    • Adding a Content Set
    • 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 Account Page
      • View Settings
      • Ticket Settings
      • Registration Field Settings
    • Configuring the Contact Us Page
    • Using Self Service Across Multiple Sites
      • The Default Self Service Site
      • Site Settings Hierarchy
    • Restoring Default Configurations
    • Configuring Multiple JVMs in Self Service
    • Escalation and De-Escalation
      • About Escalation and De-Escalation
      • About Escalation
      • About De-Escalation
      • Escalation and De-Escalation JMS Events
    • Adding Self Service to an Existing Site
      • Accessing the Application
      • Enabling Single Log In
      • Logging Out
      • Integrating with a non-ATG Site
    • Creating Problem Categories and Assigning Ticket Queues
  • Implementing Solution Deployment
    • Before You Begin
    • 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
      • 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 Knowledge Manager Workflows
      • Changing Workflow States and Outcomes
      • Modifying Workflows
      • Phasing Out Workflows
      • Deleting Workflows
    • Workflow Best Practices
      • Cloning Project Instead of Editing
      • Define Workflows and Solution Classes First
  • Defining ATG Service Security
    • ATG Service Security Overview
    • Security Elements
      • Rights
      • Organizational Roles
      • Owning Groups and Solutions
      • Creating Owning Groups and Internal Audiences
    • Global Roles
      • Default Global Roles
      • ATG Service-Specific Roles
    • Setting Security on Service Administration
      • Page-Level Security
      • Field-Level Security
      • Customizing Option-Level Access Rights
    • Assigning Direct Access Rights to Roles
    • Controlling User Interface Access
      • Specifying Access in the User Interfaces
      • Allowing Users to Upload Solution Attachments
  • Defining Target Audiences
    • 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
    • Removing Segment Snapshots and Caches
  • Customizing ATG Service
    • Configuring Links in the Management Toolbox Panel
    • Solution Class Settings
    • Creating Global Field Definitions
      • Solution Class Types
      • Editing Custom Fields
      • Creating Custom Fields
      • Editing Intrinsic Fields
    • Customizing Solution Class Definitions
      • Editing a Solution Class
      • Editing Solution Class Fields
      • Creating a New Solution Class
      • Deleting Solution Classes
      • Displaying New Solution Classes
    • Customizing Solution Attachments
      • Configuring Knowledge Manager Server Attachment Settings
      • Configuring Self Service Server Attachment Settings
      • Initializing Attachment Folders
    • Configuring Hot Solutions, Top Questions, and Best Bets
      • Configuring Hot Solutions
      • Setting the Maximum Number of Solutions to Display
    • Checking In and Deploying Solutions
    • Exporting Solutions
    • Customizing Solution Templates withTransactional 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
      • Parameters of Transactional Snippets
    • Modifying Styles and Themes
    • Customizing Personalization Panels
      • Adding or Removing Slots
    • Managing Slots and Renderers
    • Creating Scenarios and JMS Events
      • Internal and External Scenarios
      • Scenarios in Knowledge Manager and Self Service
      • Configuring Process Editor Servers
      • Updating External Scenarios
      • Customizing Scenarios and Messaging
      • Custom Scenario Actions for ATG Service Events
      • Knowledge Manager Scenario Actions
      • Knowledge Manager Scenario Events
      • Additional Knowledge Manager Events
      • Self Service Scenario Events
      • Complete List of JMS Events
    • Targeting Self Service Sites
      • Targeting Overview
      • Passing Parameters in a URL
      • Populating the Marketing Slot
    • Configuring E-Mail
      • Creating E-mail Templates
      • Setting the Default Sender E-mail Address
      • E-Mail Solution Form Handler
  • 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 Manager UI Direct Access Rights
    • Business Control Center 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 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 Repository Tables
    • OptionRepository
      • Global Option Tables
      • ATG Service Site Option Table
      • Self Service Site Option Tables
      • Site Segment Priority Table
      • Site Segment Option Tables
    • User Option Repository
      • User Option Tables
    • ServiceSegmentRepository
      • Segment Tables
    • ATG Service Shared Repository
      • Knowledge Query Tables
      • Knowledge Query Predicate Tables
      • Favorite Query Tables
      • Viewed Answer Table
      • Recommended Answer Table
      • Knowledge Session Tables
      • Window Attribute Table
      • Solution Relevance Table
      • Solution Status Task Definition Table
      • Favorites Table
      • Recommended Reading Table
      • Spelling Dictionary Tables
      • Solution Redirect Table
      • Link Table
      • Link Status Table
      • Link Type Table
      • Link Validation Report Table
    • ServiceRepository
      • Enumerated List Value Tables
      • Default Field Value Tables
      • Field Definitions
      • Boolean Field Definitions Table
      • List Field Definitions Tables
      • User Field Definitions Table
      • Organization Field Definitions Tables
      • Field Definition Type Metadata Table
      • Solution Class Tables
      • Solution Class Field Definition Table
      • Solution Tables
      • QOAA Table
      • Solution Status Table
      • Transactional Fragment Parameter Table
      • Transactional Fragment Parameter List Value Table
      • JSON Encoding for Solution Information
  • ATG Service Context Roots
    • Knowledge Manager Mappings
    • Knowledge Manager with Commerce Mappings
    • Self Service Mappings
  • ATG 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
  • Migrating to Knowledge Manager from Primus eServer
    • 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 Search Topics to Solutions
      • Topic Migration
      • Term Migration
      • 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
  • Index