Workflow Best Practices
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ATG Service Installation and Configuration Guide
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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
Search Terms
