ATG Customer Intelligence 10.0.2 Installation and Configuration Guide

Business Intelligence

Version 10.0.2

Installation and Configuration Guide

Oracle ATG One Main Street Cambridge, MA 02142 USA

ATG Customer Intelligence Installation and Configuration Guide

Document Version ACI10.0.2 REPORTINGINSTALLv1 4/15/2011

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A T G C u s t o m e r I n t e l l i g e n c e I n s t a l l a t i o n a n d C o n f i g u r a t i o n G u i d e

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C o n t e n t s

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Contents

1 Introduction 1 Audience 1 Documentation Conventions 1 Related Documents 2

2 Installation Overview 3 Installing with CIM 3

3 ATG Customer Intelligence Overview 5 ATG Customer Intelligence Features 5 Architecture Overview 6 ATG Customer Intelligence Security 7 ATG Customer Intelligence Components 8

ATG Reporting Center 8 Modeling Components 9 Additional Reporting Components 10 ATG Customer Intelligence Software Development Kit 10 Databases 11

How ATG Customer Intelligence Is Used 12 Log Files 13

4 Configuring ATG Applications for Reporting 15 Application EAR Files 15 Configuring Application Logging 16

Configuring an Asset Management Server 17 Configuring a Production Server 18 Filtering Specific Site Visits 20 Tracking Users During Multiple Site Visits 21 Configuring an Agent Server 22

5 Creating the Data Warehouse 23 Creating Platform Data Warehouse Tables 23 Creating Search Data Warehouse Tables 23 Creating Outreach Data Warehouse Tables 24 Creating Service Data Warehouse Tables 24 Creating Commerce Service Center Data Warehouse Tables 24


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μ6 Configuring Data Warehouse Loader Servers 25

Configuring the Main Loader Server 25 Custom Catalogs 26

Configuring the Outreach Loader Server 26 Creating the Data Loader Production Tables 27 Creating the Data Loader Local Tables 28

7 Installing ATG Customer Intelligence 29 Before You Begin 29 Downloading and Installing ATG Customer Intelligence 30 Configuring the Java Virtual Machine 30 Creating the Content Store 31

8 Configuring the Web Server 33 Enable SSL on the Web Server 34

9 Starting ATG Customer Intelligence 37 Configuring the Reporting Server 37 Creating the Reporting Center Data Source 39 Importing Reports and Metadata 40

Installing Application Deployment Archives 40 Accessing Report Metadata 41

Configuring the Data Warehouse Time Zone 42 Configuring the Link to the BCC 42 Configuring Access to an Email Server 42

10 Accessing ATG Customer Intelligence 45 Opening ATG Customer Intelligence from Other ATG Applications 45 Configuring the Launch Reporting Center Link from the BCC 45 Single Sign-On Between ATG Customer Intelligence and the Business Control Center 46 Configuring Multiple Custom Authentication Providers 47 Disabling Anonymous Access 47 Configuring ATG Customer Intelligence Access Permissions 48 ATG Customer Intelligence Access Administration 48

Assigning ATG Customer Intelligence Roles 49 Default Access Settings 50

11 Uninstalling ATG Customer Intelligence 53

Glossary 55

Index 58


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1 - I n t r o d u c t i o n

μ1 Introduction

This guide provides an overview of ATG Customer Intelligence and its components, and instructions for installing ATG Customer Intelligence (ACI).

Note: Availability of the studio applications and documents described in this guide depend on your licensing permissions and ATG installation(s). References in this guide to additional documentation, studios, applications, sample material, and tools may not be applicable to your ATG Customer Intelligence (ACI) installation. Please be sure to follow instructions and guidelines specific to your installation. For questions regarding your installation, or to change your licensing permissions, see your administrator.

This chapter includes the following sections:

Audience

Documentation Conventions

Related Documents

Audience To use this guide, you should be familiar with:

Reporting concepts

Database and data warehouse concepts

Security concepts

Windows and/or UNIX administration

Existing server environment and security infrastructure in your organization

Documentation Conventions The following conventions are used throughout the documentation:

Convention Explanation

Italics Introduces new terms and indicates emphasis.


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1 - I n t r o d u c t i o n

μBold Emphasizes important information, or indicates field names, menu items, or

button names.

monospace Indicates syntax examples, values that you specify, or results that you receive.

Brackets [ ] Indicates optional items. For example, in the following statement: SELECT [DISTINCT], DISTINCT is an optional keyword.

The directory where you installed ATG Commerce is identified as <ATG10dir>.

The directory where you installed ATG Customer Intelligence is identified as <ACI10dir>.

Related Documents The following guides are available in the Oracle ATG Web Commerce online documentation library:

Document Contains Information About

ATG Reporting Center User Guide Accessing and running reports using the ATG Reporting Center.

ATG Customer Intelligence Data Warehouse Guide

Database structure and metadata that can be used for reports.

Information on application-specific reports for products such as ATG Commerce and Knowledge can be found in the documentation for those products.

For information on supported platforms and product combinations, see the supported environments page on the ATG Web site (http://www.atg.com/en/products-services/commerce/supported-environments/).

Cognos documentation is available at the following location after you have installed ATG Customer Intelligence.

<ACI10dir>/c8/webcontent/documentation/en


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μ2 Installation Overview

This chapter provides a high-level overview of the steps required to install ATG Customer Intelligence. It includes cross-references to the sections of this document that cover each step in detail. See information about the ATG Customer Intelligence application in ATG Customer Intelligence Overview.

To install ATG Customer Intelligence:

1. Install the ATG applications that will be the subject of ATG Customer Intelligence reporting. Configure those applications to log operational information for reports. See Configuring ATG Applications for Reporting.

2. Create the data warehouse. See Creating the Data Warehouse.

3. Install one or more data warehouse loader servers. See Configuring Data Warehouse Loader Servers.

4. Install the ATG Customer Intelligence Server. See Installing ATG Customer Intelligence.

5. Install a Web server to control users’ access to the ATG Customer Intelligence server. See Configuring the Web Server.

6. Start ATG Customer Intelligence and make the initial configurations required for it to run reports. See Starting ATG Customer Intelligence.

Installing with CIM ATG’s Configuration and Installation Manager (CIM) is a utility that helps to simplify ATG product configuration. It ensures that all configuration steps are completed in the correct order. You can use CIM to get a working installation running as quickly and easily as possible.

In CIM, reporting is considered an add-on to other applications. Select the ATG applications that you will use from the product selection menu in CIM. Then select reporting as an add-on.

Important: CIM does not complete all the steps required to install ATG Customer Intelligence.

CIM handles the following configuration steps for ATG Customer Intelligence:

Configuring ATG applications to log operational information for reports. See Configuring ATG Applications for Reporting.

Creating the data warehouse. See Creating the Data Warehouse.


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μ Configuring data warehouse loader servers. See Configuring Data Warehouse Loader

Servers.

CIM does not perform the following configuration steps for ATG Customer Intelligence.

Installing the ATG Customer Intelligence Server. See Installing ATG Customer Intelligence.

Install a Web server to control users’ access to the ATG Customer Intelligence server. See Configuring the Web Server.

To use CIM, do the following:

1. Download and install your ATG products.

2. Navigate to:

<ATG10dir>\home\bin

3. Enter the command:

cim.bat|sh

4. Follow the prompts to configure your installation. To access the online help, enter H at any point.


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μ3 ATG Customer Intelligence Overview

ATG Customer Intelligence (ACI) helps your organization make informed decisions by providing access to and analysis tools for business data. Use ATG Customer Intelligence components to view or create business reports related to your internal and external customer interactions, to analyze data, to perform ad hoc queries, and to create dashboards and scorecards.

The following ATG applications are delivered with pre-configured reports and dashboards for use with ATG Customer Intelligence:

ATG Knowledge

ATG Self Service

ATG Commerce

ATG Outreach

ATG Search

ATG Commerce Service Center


ATG Customer Intelligence Features

Architecture Overview

ATG Customer Intelligence Security

ATG Customer Intelligence Components

How ATG Customer Intelligence Is Used

Log Files

ATG Customer Intelligence Features This section provides a brief introduction to ATG Customer Intelligence features.

ATG Customer Intelligence is a multilingual solution that lets you author reports once and deploy them globally. When users open a report, it automatically opens in the proper language, based on their locale settings.


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μYou can select the language that you prefer for the user interface. If your data and reports are available in multiple languages, you can also select the language that you prefer for the content. To deliver multilingual content, you can create each entry with multilingual properties in the appropriate studio.

ATG Customer Intelligence reports can be output in the following formats:

HTML

PDF

Microsoft Excel

CSV (delimited text)

XML

If you are the owner of a report or have the necessary permissions, you can specify the default format for each report. You can also specify how many report output versions to keep.

You can schedule reports to run at a time that is convenient for you. For example, you may want to run reports during off hours when demands on the system are low. Or you may want to run them at a regular weekly or monthly interval. You can schedule entries individually or use jobs to schedule multiple entries at once. Jobs have their own schedules independent from report schedules.

When you view report data in the Reporting Center or Query Studio, you may be able to drill down or up through information to view it at a more or less detailed level.

ATG Customer Intelligence also supports ad hoc querying, and the ability to join display reports into dashboards, providing quick analysis of multiple information streams.

Architecture Overview This section describes the databases and other major components involved in an ATG Customer Intelligence installation, and their relationships to one another.

A typical ATG Customer Intelligence installation has the following components:

ATG applications—Applications such as ATG Knowledge and ATG Commerce provide information that is stored in the ATGDW. These applications provide operational data in the form of log files.

Log files—ATG applications write log files containing operational data. Data warehouse loader servers read those files and load the data into the data warehouse.

Data warehouse loader servers—Database loader servers take operational data from log files and load it into the data warehouse. In some cases the data warehouse loader server takes operational data from the production databases for ATG applications.

Data warehouse—Contains data from ATG applications that is used as the source information for reports and queries. The data in the data warehouse is subject oriented, integrated, informational, non-volatile, and time variant. The data warehouse is optimized for query processing.


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μ ATG Customer Intelligence—See the ATG Customer Intelligence Components section

of this chapter for a description of the tools that comprise ATG Customer Intelligence. The ATG Customer Intelligence software runs in a separate JVM from other ATG applications.

Web server—Provides access to the ATG Customer Intelligence reporting interface.

ATG Customer Intelligence Security By default, authentication and authorization for ATG Customer Intelligence are performed by the ATG Custom Authentication Provider, which works with the Web Services for Cognos Authentication Provider (WSCAP) Web service. These two components manage security between ATG Customer Intelligence and the ATG user directory, which contains user login information, roles, permissions, and other data used to authenticate and authorize users. ATG Customer Intelligence can then use the information in the user directory to authenticate attempted logins.

If you do not want to use the ATG Custom Authentication Provider, you can create your own authentication component; see the Custom Authentication Provider SDK Developer Guide for information.

The following diagram shows the components involved in authentication:


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ATG Customer Intelligence Components This section describes the components that make up ATG Customer Intelligence, and some of the features they provide. Additional documentation is available for many of these components; contact your administrator for information.

ATG Reporting Center

Reporting Center is the Web portal for ATG Customer Intelligence, and is the starting point to access report authoring and scheduling tools, access permissions, and interface personalization options. You can use the Reporting Center to:

View, organize, and publish your organization’s ATG Customer Intelligence content

Create and run reports and distribute reports

Create shortcuts, URLs, and pages, and to organize content

Personalize ATG Reporting Center


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μ Access Query Studio and Report Studio

Administer servers, optimize performance, and set access permissions for ATG Customer Intelligence reporting studios and tools (administrators)

Note: For information about Reporting Center, see the ATG Reporting Center User Guide. For information about ATG Customer Intelligence administration, see the Cognos Administration and Security Guide.

The Reporting Center includes the following features:

Public Folders—entries in Public Folders are shared and utilized by many users and are grouped by folders or packages. You can track your location within the folder hierarchy and navigate through the folders by using the path located under the folder tabs.

Personal Folders—personal folders contain your personal reports and can be organized into folders as you require. Your personal folders are not accessible by other users.

Report Views—if you want to personalize an existing public report, you can create a report view and save the view in the My Folders tab. This allows you to do things such as saving prompt values, modifying the schedule, and changing the output format of reports.

Dashboard—a customizable page that can contain those reports you want to access quickly and at a glance. Users have the option of choosing the reports to display at the time of installation.

Portal Pages—create portal pages to view frequently-used content, to group related reports and folders, and to combine content within a single page. Within your portal pages, you can add portlets, which you use to view and interact with your ATG Customer Intelligence content.

If you have the necessary permissions, you can create public pages that other users and groups can access and use as their own. You can assign security permissions to allow only certain users to access the pages.

Scheduling—you can schedule the following Reporting Center content to run at a time that is convenient for you:

Reports

Deployments

You can also create jobs to schedule multiple entries together.

Modeling Components

Modeling components structure and present data in a way that is meaningful to users. Modeling components include the following tools:

Framework Manager—Use to create and manage business-related metadata for use in ATG Customer Intelligence analysis and reporting. Metadata is published as a package, providing a single, integrated business view of any number of heterogeneous data sources, which can then be used by other reporting tools.


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μ Map Manager—Administrators and modelers use this Windows utility to import maps

and update labels for maps in Report Studio. For map features such as country and city names, administrators and modelers can define alternative names to provide multiple versions of text that appears on the map. For information about using Map Manager, see the Map Manager Installation and User Guide.

Additional Reporting Components

The tools described in this section provide user interfaces for reporting and analysis, as well as server functionality for routing and processing user requests. These components include the following:

Report Studio—a full-featured reporting tool that lets report authors create, edit, and distribute a wide range of professional reports. They can also define corporate-standard report templates for use in Query Studio, and edit and modify reports created in Query Studio. ATG Report Studio provides powerful functionality, such as bursting, prompts, and advanced charting, and provides many ways to customize reports. Unlike Query Studio, when you use Report Studio, data is not immediately visible. You must run the report to view current data.

Query Studio—an ad-hoc reporting tool that lets users quickly design, create and save reports to meet reporting needs not covered by the standard, professional reports created in Report Studio.

Cognos Configuration—a tool used to configure ATG Customer Intelligence, and to start and stop its services.

Report Viewer—a portlet in which you can view and interact with any type of published ATG Customer Intelligence content. It is accessible through Reporting Center and any existing enterprise portal.

Content Manager—the ATG Customer Intelligence service that manages the storage of application data, including security, configuration data, models, metrics, report specifications, and report output. Content Manager is needed to publish models, retrieve or store report specifications, manage scheduling information, and manage the ATG Customer Intelligence namespace. Content Manager stores information in a content store database.

ATG Customer Intelligence Software Development Kit

The software development kit (SDK) provides a platform-independent automation interface for working with ATG Customer Intelligence services and components. Developers in your organization can use the SDK to create custom reports, manage deployment, and integrate security and portal functionality to suit your needs, locale, and existing software infrastructure. The SDK uses a collection of cross-platform Web services, libraries, and programming interfaces.

You can choose to automate a specific task, or you can program the entire process from modeling through to reporting, scheduling, and distribution.

For more information, see the documentation available at:

<ACI10dir>\c8\webcontent\documentation\sdk_mtoc.html


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μDatabases

In addition to the tools previously described, ATG Customer Intelligence uses the following databases:

Content Store—a relational database that contains data that ATG Customer Intelligence needs to operate, such as report specifications, published models, and the packages that contain them; connection information for data sources; information about the external namespace, and the namespace itself; and information about scheduling and bursting reports. Design models and log files are not stored in the content store. The ATG Customer Intelligence service that uses the content store is Content Manager.

ATG Data Warehouse—a relational database optimized for handling reporting queries. ATG Customer Intelligence uses two different methods to connect to the ATG data warehouse.

In ATG applications, reporting summarization and data loading modules use ATG data sources to save the data to the data warehouse.

To retrieve report data from the data warehouse, ATG Customer Intelligence uses the ATGDW data source configured in the ATG Reporting Center (see the ATG Reporting Center User Guide for configuration information).

The diagram that follows shows the data bases and their connections in an ATG platform installation that includes ATG Customer Intelligence. The Commerce databases shown represent only a portion of the potential product data for your installation. The links that follow the diagram provide information about configuring each data source:


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1. See Configuring Data Warehouse Loader Servers.

2. See Creating the Data Warehouse.

3. See Creating the Reporting Center Data Source.

4. See Creating the Content Store and Configuring the Reporting Server.

How ATG Customer Intelligence Is Used This section briefly describes some typical activities involved in using ATG Customer Intelligence, the components involved, and the types of users who perform them. Examples of possible user types are identified in italics; your business may have a different division of responsibilities.

In working with reports, the following steps are common:

1. In Framework Manager, the modeler ensures that metadata is presented in a manner that business users can understand. Modelers import metadata from one or more databases, and then add to the model to meet their users’ requirements.


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μA model structures, adds to, and manages data in ways that make sense to business users. Planning and creating a model is an important task that should be performed by people familiar with both the database structure and the needs of the business users.

For information about data modeling, see the Framework Manager User Guide.

2. The modeler then publishes the metadata to the Reporting Center in the form of packages.

A package contains all the data required to meet the needs of the intended users. For example, one package can contain human resources data, and another sales data. When users open an authoring studio, they must select which package to use.

Note: Each report can contain data from only one package.

3. Business users and report authors use the published packages to understand their business data, and to create reports in the Query Studio or Report Studio.

Note: When authors create a “report,” they are actually creating a report specification. The report specification is an XML representation of the queries and prompts that are used to retrieve data, as well as the layouts and styles used to present the data.

4. Report users run, view, and manage their content in the Reporting Center.

Log Files ATG applications write log files that contain operational information for reporting. Data warehouse loaders load this information in the data warehouse. See Architecture Overview.

Both ATG application servers and data warehouse loader servers must have access to the log files. As you configure the servers, you will need to know the directory in which one will write the files and the other will read them.

If the servers share a file system you can create a shared directory in which ATG application servers write files and the data warehouse loader server reads them. If the servers are separated from each other, you may need to implement a strategy for making the log files written by the ATG application servers available to the data warehouse servers.


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μ4 Configuring ATG Applications for

Reporting

This chapter explains how to configure ATG applications to log operational information that will be loaded into the data warehouse. These ATG applications are the subject of reports run by ATG Customer Intelligence.


Application EAR Files

Configuring Application Logging

Application EAR Files In order to use ATG reporting, you need to compile an EAR file that includes the following modules along with your applications:

Asset Management Server (also called publishing, management, or administration): ARF.base, ARF.BIZUI, ARF.WSCAP

Production (also called customer-facing) server: ARF.base

Agent server: ARF.base, ARF.BIZUI

Data loader servers: Modules depend on the applications you are using; see the table that follows. Note that ACO.Communication.DW cannot run in the same server as the other data loader modules.

ATG Product Data Warehouse Module to Include

B2C Commerce B2CCommerce

DCS.DW

DCS.PublishingAgent

DCS.CustomCatalogs

B2B Commerce B2BCommerce

DCS.DW

DCS.PublishingAgent


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μB2C Commerce & Search B2CCommerce

DCS.DW.Search

DCS.PublishingAgent

SearchAdmin.datawarehouse

B2B Commerce & Search B2BCommerce

DCS.DW.Search

DCS.PublishingAgent


B2C Commerce & Commerce Service Center

B2CCommerce

DCS-CSR.DW

DCS.PublishingAgent

B2B Commerce & Commerce Service Center

B2BCommerce

DCS-CSR.DW

DCS.PublishingAgent

Outreach ACO.communication.DW

Knowledge Service.KnowledgeDataWarehouse

Knowledge & Search Service.KnowledgeDataWarehouse


ARF.DW.Search.InternalUsers

Self-Service Service.SelfServiceDatawarehouse

Self-Service & Search Service.SelfServiceDatawarehouse


For information on assembling applications, see the ATG Programming Guide.

Once you have assembled your EAR file, deploy it to the appropriate location, and start your Web application according to the instructions provided in your application server manuals.

You can access ATG Customer Intelligence from the ATG Business Control Center, from applications you access through the Business Control Center, or from the ATG Workspace when working with ATG Service applications.

ATG Customer Intelligence itself runs by default as an always-on Windows service. It can be stopped and restarted through the Cognos Configuration interface, available from your Start menu.

Configuring Application Logging ATG applications may be configured to write log files containing operational information for reporting. Data warehouse loader servers load that operational data in the data warehouse. See Architecture Overview.


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μThis section explains how to configure ATG applications so that they will write log files for reporting.

Note: The examples in this section are based on the server architecture described in the ATG Multiple Application Integration Guide. This model includes an asset management server running Content Administration, Search, and other administrative applications (sometimes called an administration or management server), an external-facing or production server on which your ATG Commerce store s run, an internal-facing server for Knowledge, and two dedicated data loading servers for reporting.

Configure changes in the <ATG10dir>/home/servers/server_name/localconfig directory.

Configuring an Asset Management Server

The asset management server logs information about the following items for Commerce:

Changes to the product catalog after deployment

Changes to external user information

The asset management server logs information about the following items for Search:

Changes to Search projects

Changes to Search environments

Changes to topics

The asset management server logs information about the following items for ATG Outreach:

Data related to campaign deployments

First, enable logging on the server. To enable logging, create a <ATG10dir>/home/servers/ server_name/localconfig/atg/dynamo/service/DeploymentDWDataCollectionConfig.proper

ties file and set the following properties:

enabled=true

defaultRoot=log_file_directory

The log file directory can be any place in your system accessible to both the publishing and data loader servers. See Log Files.

Next, configure the data source for the data warehouse loader repository. Create an <ATG10dir>/home/servers/server_name/localconfig/atg/dynamo/service/jdbc/

DirectJTDataSource_production.properties with the following content:

$class=atg.nucleus.JNDIReference

JNDIName=JNDI_name_for_production_datasource

Finally, import the default roles, groups, and permissions into your profile repository. These roles can then be assigned to users.

Note: If you have already installed other applications, such as ATG Service, the data imported in this step may already exist; re-importing the roles may cause errors. Check your system and your application documentation before proceeding.


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μTo import roles, from a command prompt, import arf-profile.xml to the profile repository:

<ATG10dir>/home/bin/startSQLRepository -m PubPortlet

-repository /atg/userprofiling/InternalProfileRepository -import

<ATG10dir>/ARF/BIZUI/data/arf-profile.xml

Configuring a Production Server

The production server logs information about the following items for Commerce:

Site visits

Order submissions

Segments

User profiles

The production server logs the following items for Search:

Search queries

Document views

Search environment use

The production server logs the following items for Knowledge and Self Service:

Site visits

Order submissions

Segments

User profiles

Solution views

Search queries

Search environment use

The production server logs the following items for Outreach:

Landing pages

E-mail data, including bounces

Segment information

Revenue-related information such as number of orders placed in a response to a campaign (requires ATG Commerce)

Configuring your production server involves two steps. First, enable logging on the server. To enable logging, create a <ATG10dir>/home/servers/server_name/localconfig/atg/dynamo/service/DWDataCollectio

nConfig.properties file and set the following properties:


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μenabled=true


The log file directory can be any place in your system accessible to both the production and data loader servers. See Log Files.

ATG Search has an additional logging control for the NLP reports, the atg/search/routing/ReportDataControl. By default, the enabled property of this component is configured to point to DWDataCollectionConfig.enabled, but it can be enabled and disabled separately if you are not interested in reporting on that data. The NLP reports include all Search-related reports except for Search Activity Summary, Search Activity Over Time, and Search Response Time Trends. See the ATG Search Administration Guide for detailed information on Search reports.

Next, configure the data sources for the data warehouse loader repository. To do this, create two properties files in your production server’s localconfig directory:

/atg/dynamo/service/jdbc/DirectJTDataSource.properties


JNDIName=JDNI name for production datasource

/atg/dynamo/service/jdbc/DirectJTDataSource_production.properties



If you are using ATG Search with Commerce, add the following configuration properties to the file /atg/commerce/search/catalog/QueryRequest.properties.

firingSearchEvents=true

saveRequest=true

If you are using ATG Search with Knowledge, configure the following properties files as shown:

/atg/search/routing/command/search/BrowseRequest.properties


/atg/search/routing/command/search/CategorizeRequest.properties


/atg/search/routing/command/search/QueryRequest.properties


/atg/search/routing/command/search/SimilarDocsRequest.properties


/atg/search/routing/command/search/StructuredQueryRequest.properties


/atg/search/routing/command/search/ViewDocumentRequest.properties



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μFiltering Specific Site Visits

You can configure your production server to omit certain site visits when it logs site visit information. You can omit site visits based on:

The Internet Protocol (IP) address of the site visitor

The type of Web browser (agent) used by the site visitor

The context path accessed by the site visitor

To filter specific site visitors from the site visit records loaded in your data warehouse:

1. Create or edit the following configuration file for the production server.

<ATG10dir>/home/servers/server_name/localconfig/

atg/reporting/datacollection/userprofiling/

SiteVisitRequest.properties

2. Set one or more of the following properties: ignoreIPAddresses, ignoreUserAgents, and ignoreContextPaths.

3. Restart your ATG Commerce servers.

ignoreIPAddresses

Include a comma-separated list of Internet Protocol (IP) addresses in the ignoreIPAddresses property. The site visit data logger will ignore site visits from those IP addresses.

You can use regular expressions in the values for ignoreIPAddresses. The regular expression syntax that you use must conform to the patterns recognized by the class java.util.regex.Pattern (http://download-llnw.oracle.com/javase/6/docs/api/java/util/regex/Pattern.html). The first pattern in the example shown below uses regular expressions to match any IP address that starts with the octet “10” and contains any one, two, or three digits in the following octets. The periods in the pattern are escaped with two backslash characters so that they are interpreted as literal period characters. The regular expression requires only one backspace to escape the period. The second backslash protects the first from interpretation by the Java byte code compiler. This and other important information about java.util.regex.Pattern regular expressions are explained in the documentation for that class.

The following example configures the data logger to ignore site visits from any IP addresses in which the first octet is 10 and an additional specific IP address.

ignoreIPAddresses=10\\.\\d{1,3}\\.\\d{1,3}\\.\\d{1,3},64.69.8.165

ignoreUserAgents

Include a comma-separated list of HTTP_USER_AGENT identifiers in the ignoreUserAgents property. If the HTTP_USER_AGENT reported by a site visitor’s user agent (for example, a Web browser or Web crawler) matches one of the values you configure, the site visit data logger will ignore the entire HTTP session.

You can use regular expressions in the values for ignoreUserAgents. The regular expression syntax that you use must conform to the patterns recognized by the class java.util.regex.Pattern (http://download-llnw.oracle.com/javase/6/docs/api/java/util/regex/Pattern.html). The example shown below uses regular expressions to match any string of characters before and after “searchEngineBot.” See important


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μinformation about the way java.util.regex.Pattern regular expressions are interpreted in the documentation for that class. For example, you must use two backslash characters to escape special characters in your regular expressions. The second backslash protects the first from interpretation by the Java byte code compiler.

The following example configures the data logger to ignore site visits from any user agent that contains the string “searchEngineBot” in its HTTP_USER_AGENT identifier.

ignoreUserAgents=.*searchEngineBot.*

ignoreContextPaths

Include a comma-separated list of context paths in the ignoreContextPaths property. If a site visitor accesses one of the context paths configured in the ignoreContextPaths property, the data logger will ignore the entire HTTP session.

Use the ignoreContextPaths property to ignore an entire Web application. You cannot ignore specific content within a Web application. Application servers define and configure context paths differently. See the documentation for your application server to find out how context paths are defined.

The following example shows the ignoreContextPaths property configured to ignore visits that include the ATG Commerce Reference Store.

ignoreContextPaths=/crs

The /dyn context path that runs on ATG Commerce servers is a default value of the ignoreContextPaths property. The data logger will never log visits to this ATG administration Web application.

Note: You cannot use regular expressions in the ignoreContextPaths property. Include each context path you want to ignore in the comma-separated list.

Tracking Users During Multiple Site Visits

ATG Commerce logs records of site visits based on the HTTP sessions in which the site visits take place. If a user is registered with a site and that user logs in at any time during the HTTP session, the entire site visit is associated with that user account. This includes the period during which the user was visiting the site anonymously.

If you have more than one ATG Commerce site configured, a visitor may access multiple sites during the same HTTP session. If the visitor logs in at any time during the HTTP session, ATG Commerce will associate the visits at all sites with that user account. This behavior is configurable. You can choose to have anonymous visits to a site logged with the default visitor ID (anonymous) even if the visitor logs into a different site in the same HTTP session.

See information about the way site visits are recorded in the data warehouse in the ATG Customer Intelligence Data Warehouse Guide.

To configure the way users are tracked during multiple site visits:


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μ1. Create or edit the following configuration file for the production server.

<ATG10dir>/home/servers/server_name/localconfig/atg/reporting/datac

ollection/userprofiling/SiteVisitRequest.properties

2. Set the trackPersistentProfileAmongSites property. The value true is the default and it will associate anonymous site visits with a registered user’s account if that user logs in at another site in the same HTTP session. Set the value to false to log site visits anonymously even if a user logs in at another site in the same HTTP session.

trackPersistentProfileAmongSites="false"

3. Restart your ATG Commerce servers.

Configuring an Agent Server

The agent server logs changes to the following items for Knowledge, Self Service, and Customer Service Center:

Orders

Returns

Calls

Solution activity.

Configuring your agent server involves two steps. First, enable logging on the server. To enable logging, create a <ATG10dir>/home/servers/server_name/localconfig/atg/dynamo/service/DWDataCollectio

nConfig.properties file and set the following properties:

enabled=true


The log file directory can be any place in your system accessible to both the production and data loader servers. See Log Files.

Next, configure the data sources for the data warehouse loader repository. To do this, create a properties file in your production server’s localconfig directory:

# /atg/dynamo/service/jdbc/DirectJTDataSource_production.properties


JNDIName=<_JDNI name for production datasource_>


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5 - C r e a t i n g t h e D a t a W a r e h o u s e

μ5 Creating the Data Warehouse

Data warehouse tables can be housed in any supported database in your system. For performance reasons your database should be tuned for data warehousing; see your database vendor documentation for information. It is strongly recommended that the data warehouse reside in a separate database instance from other ATG data.

All ATG applications share a single data warehouse.


Creating Platform Data Warehouse Tables

Creating Search Data Warehouse Tables

Creating Outreach Data Warehouse Tables

Creating Service Data Warehouse Tables

Creating Commerce Service Center Data Warehouse Tables

Creating Platform Data Warehouse Tables For your data warehouse database, load the following SQL scripts into the data warehouse database in the order shown:

<ATG10dir>/ARF/DW/base/sql/db_components/db_name

arf_ddl.sql

arf_init.sql

<ATG10dir>/DCS/DW/sql/db_components/db_name

arf_dcs_ddl.sql

arf_dcs_init.sql

Creating Search Data Warehouse Tables To create data warehouse tables for ATG Search, load the following SQL scripts into the data warehouse database.


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5 - C r e a t i n g t h e D a t a W a r e h o u s e

μ<ATG10dir>/ARF/DW/Search/sql/db_components/db_name:

search_datawarehouse_ddl.sql

search_datawarehouse_init.sql

If you are using Search with Commerce, after you create the Search tables, run the following script:

<ATG10dir>/DCS/DW/Search/sql/db_components/db_name/dcs_srch_ddl.sql

Note: There are foreign key dependencies among the tables created by dcs_srch_ddl.sql and the Search and platform tables.

Creating Outreach Data Warehouse Tables To create data warehouse tables for ATG Outreach load the following SQL script into the data warehouse database:

<ATG10dir>/ACO10.0.1/ACO/sql/install/db_name/data_warehouse_ddl.sql

Creating Service Data Warehouse Tables To create data warehouse tables for ATG Knowledge and Self Service, load the following SQL script into the data warehouse database:

<ATG10dir>/Service10.0.1/Service/sql/install/db_name/

service_datawarehouse.sql

Creating Commerce Service Center Data Warehouse Tables

To create data warehouse tables for ATG Commerce Service Center load the following SQL script into the data warehouse database:

<ATG10dir>/Service10.0.1/Service/DW/sql/db_components/db_name/svc_dw_ddl.s

ql


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6 - C o n f i g u r i n g D a t a W a r e h o u s e L o a d e r S e r v e r s

μ6 Configuring Data Warehouse Loader

Servers

These servers are responsible for the components that load data into the ATG data warehouse. Note that the data loaders must run on dedicated servers.

You must configure a separate data warehouse loader server for ATG Outreach if you use that application. Do not configure one data warehouse loader server for ATG Outreach and any other application.

Configuring the Main Loader Server First, enable data collection on the main loader server. This step is only necessary if you intend to pre-load data into the warehouse (see the “Preparing to Use Commerce Reporting” chapter of the ATG Commerce Programming Guide for information). Create a <ATG10dir>/home/servers/server_name/ localconfig/atg/dynamo/service/DWDataCollectionConfig.properties file and set the following content:

enabled=true

defaultRoot=path to log file directory

Next, configure the data sources for the data warehouse repository, production schema, and local loader machine. Create the following properties file in your loader server’s localconfig directory:

/atg/reporting/datawarehouse/DirectJTDataSource.properties


JNDIName=JDNI name for warehouse datasource






JNDIName=JDNI name for local datasource

/atg/dynamo/service/jdbc/DirectJTDataSource_agent.properties


JNDIName=JDNI name for agent datasource


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μ/atg/dynamo/service/jdbc/DirectJTDataSource_management.properties


JNDIName=JDNI name for management datasource

Note that the DirectJTDataSource_agent datasource is only required if you are using ATG Service applications.

The data loaders use a lock manager to ensure that only a single loader processing a given file. To configure your loader server as a lock management client, create the following files:

<ATG10dir>/home/servers/server_name/localconfig/atg/dynamo/service/

ClientLockManager.properties


ClientLockManager_production.properties


ClientLockManager_agent.properties


ClientLockManager_management.properties

Each of these files should include the following configuration:

lockServerAddress=lock server hostname

lockServerPort=lock server port

useLockServer=true

Custom Catalogs

If you are using custom catalogs with ATG Commerce, you must start the DCS.CustomCatalog module on the data warehouse loader server. See information about custom catalogs in the ATG Commerce Programming Guide.

Configuring the Outreach Loader Server First, enable data collection on the loader server. This step is only necessary if you intend to pre-load data into the warehouse (see the “Preparing to Use Commerce Reporting” chapter of the ATG Commerce Programming Guide for information). Create a <ATG10dir>/home/servers/server_name/ localconfig/atg/dynamo/service/DWDataCollectionConfig.properties file and set the following content:

enabled=true

defaultRoot=path to log file directory

Next, configure the data sources for the data warehouse repository, production schema, and local loader machine. Create the following properties file in your loader server’s localconfig directory:


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μ/atg/reporting/datawarehouse/DirectJTDataSource.properties


JNDIName=JDNI name for warehouse datasource






JNDIName=JDNI name for local datasource

/atg/dynamo/service/jdbc/DirectJTDataSource_management.properties


JNDIName=JDNI name for management datasource

The data loaders use a lock manager to ensure that only a single loader processing a given file. To configure your loader server as a lock management client, create the following files:


ClientLockManager.properties


ClientLockManager_production.properties


ClientLockManager_agent.properties


ClientLockManager_management.properties

Each of these files should include the following configuration:

lockServerAddress=lock server hostname

lockServerPort=lock server port

useLockServer=true

Creating the Data Loader Production Tables The data loader tables are used to queue log files for processing and to track load execution. In the event of a failure, load progress resumes where it left off.

Important: These tables should be part of your production server schema.

Run the following script:

<ATG10dir>/ARF/base/sql/install/db_name/arf_base_ddl.sql


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μCreating the Data Loader Local Tables

These tables are used by the data loader server, and represent the minimal set of tables required by the ATG platform.

Important: These tables should be part of the local schema for the data warehouse loader server.

Run the following script:

<ATG10dir>/DAS/sql/install/db_name/das_ddl.sql


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7 - I n s t a l l i n g A T G C u s t o m e r I n t e l l i g e n c e

μ7 Installing ATG Customer Intelligence

This chapter describes how to install ATG Customer Intelligence and configure its environment.

Note: For information on supported environments, go to http://www.atg.com/en/products-services/commerce/supported-environments/.


Before You Begin

Downloading and Installing ATG Customer Intelligence

Configuring the Java Virtual Machine

Creating the Content Store

Before You Begin Be sure that the following tasks are complete before starting your ATG Customer Intelligence installation:

Check the IBM Cognos Business Intelligence Web site to ensure that you are using a supported environment and have all required patches.

http://www-01.ibm.com/support/docview.wss?rs=3442&uid=swg27014110

http://www-01.ibm.com/support/docview.wss?rs=3442&uid=swg27014428

Install the database software that ATG Customer Intelligence will need to connect to the data warehouse and the content store. See the list of supported database software at http://www.atg.com/en/products-services/commerce/supported-environments/.

Set the system environment variable PATH to include JAVA_HOME\bin.

Append the <ACI10dir>/c8/bin directory to the appropriate library path environment variable:

For Solaris and Linux, LD_LIBRARY_PATH

For AIX, LIBPATH

If you are using Linux, set the PRINTER environment variable to the name of your printer.


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μDownloading and Installing ATG Customer Intelligence

To install ATG Customer Intelligence:

1. Download the ATG Customer Intelligence installer from www.atg.com.

2. Start the ATG Customer Intelligence installer.

3. Accept the license agreement.

4. Enter the Installation Location, and click Next.

5. Select the Installation Set, and click Next. Installation includes:

Reporting Server (required for all users)

Framework Manager (required for modeling users )

Note: Framework Manager can only be installed on Windows.

SDK (required for development environment users )

Samples (optional demonstration data)

6. Choose a Shortcut Folder for the location of the product shortcuts (Windows only), and then click Next.

7. Verify the Pre-Installation Summary information, and then click Install.

8. After the installation is complete, click Done.

To ensure your installation’s security, protect the installation directory from unauthorized access.

Configuring the Java Virtual Machine To use ATG Customer Intelligence, you must have a version 1.6 Java Virtual Machine (JVM) installed. You will need to add some security extensions to this JVM before using ATG Customer Intelligence.

1. Copy the specified .jar files to your 1.6 JVM’s jre\lib\ext folder if they are not already present:

<ACI10dir>\c8\bin\jre\1.5.0\lib\ext\bcprov-jdk14-134.jar

2. Make sure that your JAVA_HOME variable is set to the 1.6 JVM.

Note: Cognos 8, which is a component of ATG Customer Intelligence, will not work properly with some JVM distributions. Make sure that ATG Customer Intelligence supports the JVM you are using. See the supported environments page at http://www.atg.com/en/products-services/commerce/supported-environments/.

Note: Cognos 8 requires a 32 bit version of Java in order to run on Linux.


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μCreating the Content Store

The Content Store is a database that contains ATG Customer Intelligence operational data such as report specifications, published models, and the packages that contain them. See the Cognos 8 Business Intelligence Architecture and Planning Guide for information.

In this step, create a database. The tables and data in the Content Store are created by the Cognos Service when it first starts up (you will configure this service in the next step, see Configuring the Reporting Server); you do not need to create these.

A Microsoft SQL Server or Oracle database can use UTF-8 or UTF-16 encoding. A DB2 database must use UTF-8 encoding. All database types must use the TCP/IP protocol, which is required by ATG Customer Intelligence to access data.

Note that ATG Customer Intelligence uses a single sort order that specifies the rules used by the database to interpret, collect, compare, and present character data. For example, a sort order defines whether the letter A is less than, equal to, or greater than the letter B; whether the collation is case sensitive; and whether the collation is accent sensitive. For more information about collation and collation sequences, see your database vendor documentation.

Your database administrator should back up your ATG Customer Intelligence databases regularly and protect them from unauthorized or inappropriate access.


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μ


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8 - C o n f i g u r i n g t h e W e b S e r v e r

μ8 Configuring the Web Server

This chapter describes how to configure a Web server to control access to ATG Customer Intelligence.

For all installations, before you use Web pages generated by ATG Customer Intelligence, you must configure your Web server by setting up virtual directories, also known as Web aliases, for the directories that contain the HTML and Web files for ATG Customer Intelligence. You must also set the content expiration for the images directory in your Web server so that the Web browser does not check image status after the first access.

On UNIX and Linux, the account under which the Web server runs must have read access to the cogstartup.xml file in the <ACI10dir>/c8/configuration directory. By default the cogstartup.xml file has read permission for others. If you run your Web server under a specific group, you can change the cogstartup.xml file permissions to ensure that it belongs to the same group as the Web server. You can then remove the read permission for others.

1. Create the following virtual directories:

Alias Location Permission

arc <ACI10dir>\c8\webcontent Read

arc/cgi-bin <ACI10dir>\c8\cgi-bin Execute

For Apache Web Server, ensure that you define the <ACI10dir>\c8\cgi-bin alias before the arc alias in the httpd.conf file located in the \conf directory of your Apache installation. The <ACI10dir>\c8\cgi-bin alias must be defined as a ScriptAlias.

For Java System Web Server, ensure that you define the <ACI10dir>\c8\cgi-bin alias before the arc alias. Note: Java System Web Server was formerly named Sun ONE Web Server or iPlanet Web Server.

2. If you want to use the Report Studio’s image browser, enable Web Distributed Authoring and Versioning (WebDAV) on your Web server.

If you use the Apache Web Server, specify a directory in which to enable WebDAV. For information about configuring WebDAV, see your Web server documentation.

Note: Java System Web Server/Sun ONE/iPlanet does not support WebDAV.

3. Set the content expiration on the <ACI10dir>\c8\webcontent\pat\images virtual directory in your Web server.


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μEach time a user opens the Report Studio, their Web browser checks with the Web server to determine if images are current. Because there are over 600 images, this can result in excess network traffic. You can postpone this check until a specified date by using the content expiry feature of the Web server.

For information on setting content expiry, see the documentation for your Web server.

Note: When you upgrade, Report Studio users must clear their Web browser cache to get the latest images.

Note: If you use Web aliases other than arc, or your Web server is on another computer, or you are using Microsoft Internet Application Interface (ISAPI), apache_mod or a servlet gateway, change the Gateway URI when you configure Cognos components. See the Cognos 8 Installation and Configuration Guide for information.

Enable SSL on the Web Server Optionally, you can enable Secure Sockets Layer (SSL) to encrypt a user’s communication with the Web server. To enable SSL on your Web server, you must obtain a Web server certificate signed by a Certificate Authority and install it into your Web server.

To enable ATG Customer Intelligence components to use an SSL-enabled Web server, you must have copies of the trusted root certificate (the certificate of the root Certificate Authority which signed the Web server certificate) and all other certificates that make up the chain of trust for the Web server’s certificate. These certificates must be Base64 encoded in ASCII (PEM) or DER format. The certificate must not be self-signed, because self-signed certificates will not be trusted by Cognos components. The certificates must be installed on every computer where you have installed applications that communicate between your database and the Web server (referred to in the steps that follow as Application Tier Components; see your Web server documentation and the Cognos 8 Business Intelligence Architecture and Planning Guide).

1. Configure the Web server for SSL and start the Web server. See your Web server documentation.

2. On each Application Tier Components computer that points to the gateway on the Web server, in Cognos Configuration, change the gateway URI from HTTP to HTTPS, and save the configuration.

Important: Do not start the service yet.

3. On each Application Tier Components computer, go to the <ACI10dir>/c8/bin directory and import all of the certificates that make up the chain of trust, in order starting with the root CA certificate, into the Cognos trust store.

4. Import the certificates by typing the specified command.

On UNIX or Linux:

ThirdPartyCertificateTool.sh -T -i -r certificate_fileName -D

../configuration/signkeypair/jCAKeystore -p password

On Windows:


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μThirdPartyCertificateTool.bat -T -i -r certificate_fileName -D

../configuration/signkeypair/jCAKeystore -p password

Note: The password should have already been set. If not, the default password is NoPassWordSet.

5. On each Application Tier Components computer, in Cognos Configuration, start the Cognos 8 service.

Notes:

You can verify trust by creating and running a PDF report that contains pictures that are not stored locally but that the gateway gets from a remote computer. If the pictures appear, trust is established.

To avoid being prompted by a security alert for each new session, install the certificate into one of your Web browser’s certificate stores.

In addition, you may want to set up SSL connections between Cognos components and other servers. You must ensure that SSL is set up for the other servers and then you must set up a shared trust between Cognos components and the other servers.


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μ


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9 - S t a r t i n g A T G C u s t o m e r I n t e l l i g e n c e

μ9 Starting ATG Customer Intelligence

This chapter explains how to start ATG Customer Intelligence and make the initial configurations that allow it to run reports.


Configuring the Reporting Server

Creating the Reporting Center Data Source

Importing Reports and Metadata

Configuring the Data Warehouse Time Zone

Configuring the Link to the BCC

Configuring the Reporting Server In this step, you specify the database server information to allow the Content Manager to connect to the database you use for the content store (as discussed in the Creating the Content Store section). After you set the database connection properties, you can test the connection between Content Manager and the content store.

ATG Customer Intelligence requires the TCP/IP protocol to access data and the content store. Ensure that the database server has the protocol set to TCP/IP.

1. Before starting Cognos Configuration, copy your JDBC driver to the <ACI10dir>\c8\webapps\p2pd\WEB-INF\lib directory.

2. Open Cognos Configuration.

Windows: Start > Programs > ACI10.0.1 > Cognos Configuration

UNIX: Set the DISPLAY variable if needed and run <ACI10dir>/c8/bin/cogconfig.sh.

3. In the Explorer window, under Data Access, Content Manager, right-click IBM Cognos Content Store and click Delete to delete the default resource.

4. Right-click Content Manager, and then click New resource, Database.

5. In the Name box, type a name for the resource.

6. In the Type box, select the type of database and click OK.


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μTo use an Oracle Net8 keyword-value pair to manage the database connection, select Oracle database (Advanced).

7. In the Resource Properties window, provide values depending on your database type:

Microsoft SQL Server Type the appropriate values for the Database server with port number or instance name and Database name properties. You can use either a port number, such as 1433, or a named instance as the value. To connect to a named instance, you must specify the instance name as a JDBC URL property or a data source property. For example, you can type localhost\instance1. If no instance name property is specified, a connection to the default instance is created.

Note that the properties specified for the named instance, along with the user ID and password, and database name, are used to create a JDBC URL. Here is an example:

jdbc:JSQLConnect://localhost\\instance1/user=

sa/more properties as required

DB2 For the Database name property, type the database alias.

Oracle Type the Database server and port number and Service name.

Advanced Oracle For the Database specifier property, type the Oracle Net8 keyword-value pair for the connection.

Here is an example:

(description=(address=(host=myhost)(protocol=tcp)(port=1521)

(connect_data=(sid=(orcl)))))

8. To change the logon credentials, specify a user ID and password:

Click the Value box next to the User ID and password property and then click the edit button when it appears.

Type the appropriate values and click OK.

9. From the File menu, click Save. The logon credentials are immediately encrypted.

To test the connection between Content Manager and the content store, in the Explorer window, right-click the new database and click Test.

Content Manager can now create the required tables in the content store when you start the Cognos 8 service for the first time. If the connection properties are not specified correctly, you cannot connect to Cognos Connection.

10. To verify the database information, right-click Content Store, and then click Test. Verify the database connection exists without errors.

11. Update the Gateway URI property and Controller URI for Gateway properties with the server name and TCP port that the ATG Customer Intelligence Web server is listening on. See Configuring the Web Server.


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μChoose Local Configuration> Environment > Gateway URI and Local Configuration> Environment > Controller URI for gateway. For example, http://servername:80/arc/controllerServer.

12. In <ACI10dir>\c8\configuration\AuthenticationProvider. properties:

WSCAPSOAPAddressString=http://hostname:port/wscap/services/wscapSOAP

Note: Host and port numbers should be set where your WSCAP authentication provider is running.

13. Save your configuration changes.

14. Start the Cognos Service:

From the Actions menu, click Start (or from the toolbar, click the Start button).

Verify that the service runs without errors.

Open your browser to http:/hostname:port/arc to verify that the login page displays.

Creating the Reporting Center Data Source This step creates the Reporting Center data source, which is used by ATG Customer Intelligence to connect to the ATG data warehouse. Configuration information may differ depending on your database vendor; the steps that follow assume you are using the SQL native data source.

Note: A Reporting Center data source is not the same as an ATG datasource component.

As a prerequisite to this step, you must have the Microsoft SQL Server client installed.

To create the data source:

1. Go to the ATG Reporting Center (http://server/arc/cgi-bin/cognos.cgi) and log in as the administrator :

User name: admin Password: admin

2. From the Reporting Center, go to: Launch > Reporting Center Administration, and then click the Configuration tab.

3. From the Configuration tab, click the New Data Source icon ( ).

4. From the New Data Source page, type the name for the new data source:

Name: ATGDW

Note: You must use ATGDW as the name for the data source. Additional information (such as Description) is optional.

5. Click Next.

6. Select the Type. For example: Microsoft SQL Server (SQL Native Client)


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μ7. Click Next.

8. Provide the Server Name and Database Name.

9. Under Signons, select Signons and if desired, provide a User ID and Password. This will allow automatic login to the database for all users. Credentials entered here should be the same as those created for your data warehouse.

10. Under Testing, click the Test the connection link.

11. From the Test the Connection page, click the Test button. Verify that the test completes successfully, and then click Close.

12. Click Finish.

Importing Reports and Metadata This section describes how to import reports for your applications, and provides information on how to access the metadata models included with each reporting application.

Installing Application Deployment Archives

This section provides information on how to install deployment archives for all ATG reporting applications. The archive includes packages, folders, and any preconfigured reports available for that application.

1. Navigate to the appropriate import location for your application (see table).

Product Location

ATG Commerce <ATG10dir>\DCS\DW\deployment\commerce.zip

ATG Search <ATG10dir>\ARF\DW\Search\deployment\Search.zip

ATG Knowledge <ATG10dir>\Service10.0.1\Service\

KnowledgeDataWarehouse\deployment\Knowledge.zip

ATG Self Service <ATG10dir>\Service10.0.1\Service\

SelfServiceDataWarehouse\deployment\

Self Service.zip

ATG Commerce Service Center <ATG10dir>\CSC10.0.1\DCS-CSR\DW\deployment\

Commerce Service.zip


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μProduct Location

ATG Outreach Outreach only:

<ATG10dir>\ACO10.0.1\ACO\communication\DW\deployment\

Outreach.zip

Outreach plus Commerce:

<ATG10dir>\ACO10.0.1\ACO\communication\DCS\deployment\

OutreachCommerce.zip

2. Copy the report ZIP file to the <ACI10dir>\c8\deployment directory.

3. Open the ATG Reporting Center and navigate to Launch > Reporting Center Administration.

4. Open the Configuration tab.

5. Click the Content Administration link.

6. Click the New Import icon ( ). The next screen lists the deployment archives that are available for importing.

7. Select the ZIP file and complete the import process, following the wizard instructions.

Accessing Report Metadata

Each application has its own metadata model, which can be used to create reports in Report Studio.

Product Location

ATG Commerce

<ATG10dir>/DCS/DW/cpf/ATG.cpf

ATG Search <ATG10dir>/ARF/DW/Search/cpf/Search.cpf

ATG Knowledge

<ATG10dir>/Service10.0.1/Service/KnowledgeDataWarehouse/cpf/Know

ledge.cpf

ATG Self Service

<ATG10dir>/Service10.0.1/Service/SelfServiceDataWarehouse/cpf/Se

lf_Service.cpf

ATG Commerce Service Center

<ATG10dir>/CSC10.0.1/DCS-CSR/DW/cpf/ATG.cpf

ATG Outreach

<ATG10dir>/ACO10.0.1/ACO/communication/DW/cpf/ATG.cpf


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μFor complete information on the metadata models for each product, see the ATG Customer Intelligence Data Warehouse Guide.

Configuring the Data Warehouse Time Zone The default time zone for data loaders is Coordinated Universal Time (internally abbreviated as UTC), meaning that, if an order is loaded into the warehouse, the date and time of that order’s placement are converted from the values used in the order repository to the UTC equivalent, and the UTC times are used in reports.

To change the standard time zone, create a <ATG10dir>/home/servers/server_name/localconfig/atg/reporting/datawarehouse/loader

s/TimeRepositoryLoader.properties file with the following configuration information:

dateTimeZoneId=time_zone

Time zones must be in tz database format. A list of IDs can be found on a number of Web sites, including http://joda-time.sourceforge.net/timezones.html.

Configuring the Link to the BCC If the ATG Reporting Center and Business Control Center are running on different servers, you must reconfigure the link to the BCC from the Reporting Center.

To configure the link, update the url tag in the <ACI10dir>/c8/templates/ps/portal/system.xml file. The default URL is:

<url>/atg/bcc</url>

Change the tag’s contents to the host name and port number of the machine on which the BCC is running:

<url>http://host:port_number/atg/bcc</url>

Configuring Access to an Email Server ATG Customer Intelligence can connect to an email server and send reports and other communications to users. When this connection is configured, users can choose to send reports and receive notification of report completion by email.

This connection is not required and ATG Customer Intelligence will function without it. When the Cognos component of ATG Customer Intelligence starts, it may issue a warning about its failure to connect to a


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μmail server. If you do not need to send reports and notifications from ATG Customer Intelligence by email, you can safely ignore these warnings.

To configure ATG Customer Intelligence to access an email server:

1. Make sure there is an account configured for ATG Customer Intelligence on the email server. Make sure you have access to the username and password for the account, the Simple Mail Transfer Protocol (SMTP) port used by the email server, and the hostname of the server computer.


Windows: Start > Programs > ACI10.0.1 > Cognos Configuration


3. Choose Local Configuration > Data Access > Notification from the Explorer pane.

4. Enter the email server hostname and SMTP port in the SMTP mail server field.

5. Enter the username and password of the email server account in the Account and password field.

6. Enter the email address that should appear in the sender field of email messages sent by ATG Customer Intelligence in the Default sender field. In some cases users have an opportunity to enter an alternate sender address when sending email.

7. Save your changes.

The following diagram shows the controls used to configure a connection from ATG Customer Intelligence to an email server.


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μ

Note: Configuring a connection to an email server is covered in the Cognos documentation that is included with ATG Customer Intelligence. See the IBM Cognos 8 Business Intelligence Installation and Configuration Guide.


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μ10 Accessing ATG Customer Intelligence

This chapter explains how to configure and control access to ATG Customer Intelligence. It includes the following sections:

Opening ATG Customer Intelligence from Other ATG Applications

Configuring the Launch Reporting Center Link from the BCC

Single Sign-On Between ATG Customer Intelligence and the Business Control Center

Configuring Multiple Custom Authentication Providers

Disabling Anonymous Access

Configuring ATG Customer Intelligence Access Permissions

ATG Customer Intelligence Access Administration

Opening ATG Customer Intelligence from Other ATG Applications

To access ATG Customer Intelligence from the Business Control Center click Reporting > Launch Reporting Center.

To access ATG Customer Intelligence from another application, click Utilities > Reporting Center.

Configuring the Launch Reporting Center Link from the BCC

The link from the ATG Business Control Center is configured to open the ATG Reporting Center on its own server and TCP port by default. If your ATG Customer Intelligence Web server is not installed on that server or is configured to listen on a different TCP port reconfigure the link from the ATG Business Control Center.

To configure the Launch Reporting Center link from the ATG Business Control Center:



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μWindows: Start > Programs > ACI10.0.1 > Cognos Configuration


2. Choose Local Configuration > Environment in the Explorer pane. Record the values in the Gateway URI and Dispatcher URI for external applications properties.

3. Create or edit the following configuration file for the asset management server.

<ATG10dir>/home/servers/<servername>/localconfig/atg/cognos/Configu

ration.properties

4. Add the following configuration properties to the file. Insert the values you recorded from Cognos Configuration. Make sure the server names are correct. Make sure the TCP port for the gatewayURI property is set to the port your ATG Customer Intelligence Web server is listening on.

# /atg/cognos/Configuration.properties

gatewayURI=http://servername:80/arc/cgi-bin/cognos.cgi

dispatcherURI=http://servername:9300/p2pd/servlet/dispatch

5. Restart the asset management server.

Single Sign-On Between ATG Customer Intelligence and the Business Control Center

Including the ARF.BIZUI module in your application EAR file ensures that the ATG Business Control Center includes a link to ATG Reporting Center. It also enables the platform passport service. When a BCC


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μuser logs on, the atg_passport cookie is added to the browser. This cookie contains signed authentication credentials about the user, which are used to log that user in to the Reporting Center.

Note: To support single sign-on between ATG Customer Intelligence and the ATG Business Control center, both products must use the same Web server instance. All ATG Customer Intelligence users must set their browser preferences to accept cookies.

Configuring Multiple Custom Authentication Providers If you have two ATG instances pointed at a single ATG Customer Intelligence installation, each ATG instance can use different custom authentication provider properties.

First, use Cognos Configuration to register and add a new namespace:

1. Start Cognos Configuration.

2. Navigate to Security > Authentication.

3. Right-click Authentication and select New resource > Namespace....

4. Provide a name for the namespace.

5. Set the type to Custom Java Provider.

6. Set the Java class name to atg.cognos.security.AuthenticationProvider.

7. Set the namespace ID property to a unique ID for this namespace.

Then create a new AuthenticationProvider.properties file. The /atg/cognos/CognosAuthenticationProvider.properties file is used when there is only one custom authentication provider. To configure multiple providers, copy the existing file and name the new file as shown:

AuthenticationProvider_namespaceID.properties

In this case, namespaceID represents the namespace ID of the authentication provider as configured in Cognos Configuration. Add one such configuration file for each custom authentication provider you want to access your ATG Customer Intelligence installation.

See the Custom Authentication Provider SDK Developer Guide for additional information on authentication.

Disabling Anonymous Access By default, ATG Customer Intelligence does not require user authentication. Users can log on anonymously. To use authenticated logon only, you can disable anonymous access.

1. Start Cognos Configuration.

2. Navigate to Security > Authentication.


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μ3. Click Default.

4. In the Resource Properties window, click the box next to the Allow anonymous access property and then click False.

5. From the File menu, click Save.

For more information, see the Cognos 8 Administration and Security Guide.

Configuring ATG Customer Intelligence Access Permissions

When ATG Customer Intelligence is initially configured, the group Everyone is a member of the System Administrators role. This means that all users have full access to the content store. To limit that access, add trusted users as members of this role, then remove the group Everyone from its membership.

You must also modify the initial security settings for the predefined roles that include the group Everyone in their initial membership, such as Consumers, Query Users, and Authors. Make similar modifications for them as you do for the System Administrators role (if you do not want to use the predefined roles, you can delete them).

Note: When you set access permissions, you should not explicitly deny access to entries for the group Everyone. Denying access overrides any other security policies for the entry. If you denied access to the entry for Everyone, the entry would become unusable.

To configure roles:

1. Start the Web application that includes the ATG Reporting Center.

2. From the Reporting Center Launch menu, select Reporting Center Administration.

3. Click the Security tab.

4. In the directory, click the Default namespace.

5. Navigate to the System Administrator group and click the Set Properties icon ( ).

6. On the Members tab, modify the membership list:

•Ensure that one or more users defined in the third-party authentication provider are members.

•Remove the group Everyone.

7. Click OK.

ATG Customer Intelligence Access Administration This section describes ATG Customer Intelligence permissions, capabilities, and roles.


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μPermissions control access to objects created in ATG Customer Intelligence, such as reports or folders. Every object in ATG Customer Intelligence has a permission associated with it. These permissions control whether a user is granted or denied read, write, and/or execute access to an object. Permissions can be granted or denied to any user, group, or role.

Capabilities control actions users can perform, such as the ability to author a report using Report Studio.

For additional information, see the Cognos 8 Administration and Security Guide.

Assigning ATG Customer Intelligence Roles

ATG roles are assigned by administrator using the ATG Business Control Center. See your application’s documentation for information on roles and rights associated with that application.

See the ATG Business Control Center Administration and Development Guide for information on role administration.

Note: By default, the Report Viewer capability is available to the Everyone role.

To assign ATG Customer Intelligence roles to internal users via the Business Control Center:

1. Log in to the ATG Business Control Center as the administrator.

2. From the Business Control Center Operations menu, click Personalization >Internal Users.

3. From the Browse tab Show drop-down list, select Users.

4. From the Users list, click the name of the user.

5. From the Internal User Profiles page, click the Orgs & Roles tab.

6. Click the Roles Add Existing button. The Select an item window is displayed.

Note: Users must have a Parent Organization in order to be included in the Reporting Center user directory.


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μ

Example – Business Control Center Global Roles/ATG roles

7. Select a role for the internal user from the available list, and then click OK. The selected role and organization are displayed in the Organizations/Roles panel.

8. Click Save.

After adding an ATG Customer Intelligence role for an internal user in the Business Control Center, you can verify that the user and role exist in the Reporting Center (see the ATG Reporting Center User Guide).

Note: Be sure to save changes made to the user profile. Access rights will be out of date if user roles and organizations have changed and not saved.

For information on using the ATG Reporting Center to administer roles, see the ATG Reporting Center Guide.

Default Access Settings

The table below lists each of the components, capabilities, and/or objects, and what role a user should have to use that item:

Roles: Can Access:

Report Viewer ATG Customer Intelligence Report Viewer

Advanced Report Viewer ATG Customer Intelligence Report Viewer


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μRoles: Can Access:

Business Report Designer ATG Customer Intelligence Report Viewer; Query Studio; Detailed Errors

Professional Report Designer ATG Customer Intelligence Report Viewer; Query Studio; Report Studio; Scheduling; Detailed Errors

Reporting Metadata Designer ATG Customer Intelligence Report Viewer; Query Studio; Report Studio; Scheduling; Detailed Errors

Reporting Administrator ATG Customer Intelligence Report Viewer; Scheduling; Detailed Errors; Administration; Planning Contributor; Controller Studio; Specification Execution


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μ11 Uninstalling ATG Customer

Intelligence

This chapter explains how to uninstall the ATG Customer Intelligence product.

To uninstall ATG Customer Intelligence from a UNIX or Linux server:

1. Change to the <ACI10dir>/c8/uninstall/.ACI10.0.1_uninstall/ directory.

2. Invoke the Uninstall\ ATG\ Customer\ Intelligence\ 10.0.1 program.

./Uninstall\ ATG\ Customer\ Intelligence\ 10.0.1

3. Press the Enter key when you are prompted by the uninstall program.

4. Remove the <ACI10dir> directory and any remaining files in it.

To uninstall ATG Customer Intelligence from a Microsoft® Windows® server:

1. Launch the Add or Remove Programs utility from the Windows control panel.

2. Choose ATG Customer Intelligence 10.0.1 from the list of programs. Click Change/Remove.

3. Follow the prompts in the ATG Customer Intelligence uninstall utility.

4. Remove the <ACI10dir> directory and any remaining files in it.

Note: Uninstalling ATG Customer Intelligence does not remove all the components and configurations that are required for it to run. See information about the environment required for ATG Customer Intelligence in Architecture Overview. Uninstalling does not remove the following items.

Configurations that cause other ATG products to log reporting information. See Configuring ATG Applications for Reporting.

The data warehouse loader server. See Configuring Data Warehouse Loader Servers.

The data warehouse database. See Creating the Data Warehouse.

The Web server. See Configuring the Web Server.


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μ


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G l o s s a r y

μGlossary

Item Definition

access permissions Rules defining the access rights to resources. Access permissions can be granted to any combination of namespaces, groups, or users. Examples of resources are reports and folders.

authentication The process of verifying the identity of users when they log on. Users must be authenticated before they can be authorized to use any secured resources.

contact A named email address to which reports and agent emails can be sent. Contacts are never authenticated.

content locale A code that is used to set the language or dialect used for browsers, report text, and so on; and the regional preferences, such as formats for time, date, money, money expressions, and time of day. You can specify a locale for the product interface (product locale) and for the data in the report (content locale).

credentials Information stored about the identity of a user, usually a user name and password. You can assign your credentials to someone else so that they can use resources that you are authorized to use. Credentials are created for components. If a user schedules or programs an action, then credentials must be stored in the content store.

deployment The process of moving a Reporting application (reports, models, and so on) to a different instance of Reporting. For example, you often create reports in a test environment and then deploy them to production. When you deploy an application, you export, transfer, and import it.


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G l o s s a r y

μgroup In security, a list of users or other groups that can be used to

assign access permissions and capabilities. Groups can be referenced from third-party authentication sources or can be local to Reporting. Local groups are managed from the administration portal. The list of groups that an authentication user is a member of is part of the user’s passport for a Reporting session. In reporting, grouping is the action of organizing common values of query item together and only displaying the value once. Headers and footers often appear after each instance of a common value in a grouped column

job A group of objects, such as reports, that you run and schedule as a batch.

locale A code that is used to set the language or dialect used for browsers, report text, and so on; and the regional preferences, such as formats for time, date, money, money expressions, and time of day. You can specify a locale for the product interface (product locale) and for the data in the report (content locale).

model A physical or business representation of the structure of the data from one or more data sources. A model describes data objects, structure, and grouping, as well as relationships and security. A model, called a design model, is created and maintained in Framework Manager. The design model or a subset of the design model must be published to the Reporting server as a package for users to create and run reports.

namespace For authentication and access control, a configured instance of an authentication provider. Allows access to user and group information. In XML, a collection of names, identified by a URI reference, which are used in XML documents as element types and attribute names. In Framework Manager, namespaces uniquely identify query items, query subjects, and so on. You import different databases into separate namespaces to avoid duplicate names.

package A subset of a model, which can be the whole model, to be made available to the Reporting server.

portlet A mechanism for displaying Web content as part of a portal page.

product locale The code or setting that specifies what language, regional settings, or both to use for parts of the product interface, such as menu commands.

publish To expose all or part of a Framework Manager model via a package to the Reporting server, so that users can use it to create reports and other content.


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G l o s s a r y

μreport A set of data arranged to communicate business information.

Depending on the context, “report” may refer to report specification or report output. Report (more precisely, report specification) is the generic term for the objects created by edited by Query Studio and Report Studio.

report output A report output combines data at the point in time when the report was run with a report specification. It is a document that can be displayed, printed or emailed. Reporting can produce report outputs in HTML, PDF, Excel, or CSV formats.

report specification The definition of queries, prompts, layouts, and styles that make up a report. A report specification is combined with data by a run operation to create report outputs. You create report specifications by using Report Studio and Query Studio, or through the Software Development Kit.

report view A reference to another report that has its own properties, such as prompt values, schedules, and results. You use report views to share a report specification instead of making copies of it.

really simple syndication See rich site summary.

rich site summary An industry standard format for displaying transient data, such as breaking news, in a Web page or standalone viewer. Reporting Center includes a portlet type for displaying RSS format data. This can be used to display data from a public RSS service or to display news items generated by agents detecting events. A synonym for Really Simple Syndication.

session The time during which an authenticated user is logged on to Reporting.

user A person accessing a Reporting application. Authenticated user definitions and information, such as first and last names, passwords, IDs, locales, and email addresses, are maintained in third-party authentication sources. Other user information, such as the location of personal folders or preferred formats for viewing reports, is stored in Reporting.

Web Services for Remote Portlets

A standard for creating presentation-oriented Web services so that they can be easily integrated within other applications, such as Web portals.


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I n d e x

μIndex

A access

permissions, 48 to ATG Customer Intelligence, 45, 48

agent servers configuring logging, 22

anonymous access disabling, 47

architecture, 6 asset management servers

configuring logging, 17 ATG Commerce

deployment archive for, 40 metadata for, 41

ATG Commerce Service Center data warehouse tables, 24 deployment archive for, 40 metadata for, 41

ATG Custom Authentication Provider, 7 ATG Knowledge

deployment archive for, 40 metadata for, 41

ATG Knowledge and Self Service data warehouse tables, 24

ATG Outreach data warehouse tables, 24 deployment archive for, 40 metadata for, 41

ATG Search data warehouse tables, 23 deployment archive for, 40 metadata for, 41

ATG Self Service deployment archive for, 40 metadata for, 41

authentication providers multiple, 47

B BCC

link from ATG Customer Intelligence to, 42 link to ATG Customer Intelligence, 45 single sign on with ATG Customer Intelligence, 46

C Cognos Configuration, 10 connecting to the content store database, 37 connecting to the data warehouse, 39 Content Manager, 10 content store database, 31

connecting to, 37

D data warehouse, 23

ATG Commerce Service Center tables, 24 ATG Knowledge and Self Service tables, 24 ATG Outreach tables, 24 ATG Search tables, 23 connecting to, 39 loader server. See data warehouse loader server platform tables, 23 time zone, 42

data warehouse loader server, 25 for ATG Outreach, 26 local database tables, 28 production database tables, 27

databases, 11 connecting to the content store, 37 connecting to the data warehouse, 39 content store, 31 data warehouse, 23 data warehouse loader tables in local schema, 28 data warehouse loader tables in production schema,

27 deployment archives, 40 disabling anonymous access, 47

E EAR files, 15 email server

connection to, 42


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I n d e x

μF Framework Manager, 9

I ignoreContextPaths, 21 ignoreIPAddresses, 20 ignoreUserAgents, 20 ignoring site visits, 20 importing reports and metadata, 40 installation

of the ATG Customer Intelligence server, 29 prerequisites, 29

J Java requirements, 30

L links

from ATG applications to ACI Customer Intelligence, 45 from ATG Customer Intelligence to the BCC, 42 from the BCC to ATG Customer Intelligence, 45

loading the data warehouse, 25 log files, 13

configuring applications, 16 logging

ignoring site visits, 20 visits to multiple sites, 21

M mail server

connection to, 42 Map Manager, 9 metadata, 41

importing, 40 modeling components, 9

P permissions

access, 48

production servers configuring logging, 18

Q Query Studio, 10

R Report Studio, 10 Report Viewer, 10 Reporting Center, 8 reports

importing, 40 roles, 49

S SDK, 10 Secure Sockets Layer (SSL) connections, 34 security, 7 single sign on, 46 site visits

ignoring, 20 logging for multiple sites, 21

Software Development Kit (SDK), 10 SSL. See Secure Sockets Layer (SSL) connections starting ATG Customer Intelligence, 37

T time zone in the data warehouse, 42

U uninstalling ATG Customer Intelligence, 53

W Web server, 33

Secure Sockets Layer (SSL) connections, 34 Web Services for Cognos Authentication Provider

(WSCAP), 7 WSCAP, 7