If you create any custom scenario- or messaging-related code for Knowledge Manager or Self Service, you need to make sure that your code is in a module that is loaded on both the management and the agent-facing servers, and you need to make sure that your data is stored in the appropriate database tables. This includes customizations to any of the following ATG entities:

Note: If your customizations are for external scenarios only, you still need to make sure that your Knowledge Manager agent-facing server loads the code. It is not sufficient to add the customizations to the Self Service server, because the Knowledge Manager server will not notice them, and will fail to launch the external Scenario Manager, causing your customizations to be ignored. Use the scenarioManager.xml file to register such customizations, and load this file on both the Knowledge Manager and Self Service servers.

ATG provides a module called personalization-minimal by default, to allow you to make these customizations.

When creating custom events and actions, the Knowledge Manager and Self Service implementations are very similar; they use the same set of methods to work with scenario events. They share the atg.svc.agent.events.EventTools event logging mechanism with minor variations: