Connection Setup

In order to use KnowledgeCenter in Valuemation, a connection between Valuemation and KnowledgeCenter has to be established. This is done using the settings pages called from the Knowledge Management sidebar:

Setup Administrator Settings

Linking of Valuemation with KnowledgeCenter and KnowledgeBase; setting up ticket-related information flow between the applications.

• Administrator Settings

  Basic settings for the 'KnowledgeCenter - Valuemation' linking.

• Administrator Settings Advanced

  Settings for secure token communication.

• Global Settings - Default Values for User Specific Parameters

  Default values for user-specific attributes of the KnowledgeCenter-Valuemation connection.

• Ticket Specific Settings
  • parameters specifying query construction
  • parameters specifying search result processing
• Knowledgebase

  Settings for the 'KnowledgeBase - Valuemation' linking.

Setup User Settings

Some of 'Setup Administrator Settings' can be specified on an individual user level. These settings then override corresponding 'Administrator Settings'.

• User Settings

  User-specific values overriding some administrator global settings

• Ticket Specific Settings

  User-specific setup of the ticket solution search query

• Knowledgebase

  User-specific values for administrator Knowledgebase settings

Prerequisites

Prior to setting up the functionality in Valuemation, the following needs to be taken care of on the KnowledgeCenter side:

• Valuemation user names must correspond to user names in KnowledgeCenter.

  KnowledgeCenter users are administered by an auxiliary application called Gatekeeper which is always part of KnowledgeCenter installation. You will need to create new GateKeeper users corresponding to the existing Valuemation ones. This is done in GateKeeper under 'User management' / 'Users'.

• You will need GateKeeper 'Token secret key' for Valuemation SSO settings.

  The value can be found in GateKeeper:

  1. go to 'Configuration' / 'Provider'
  2. click on 'sso-valuemation' (column 'ID' of the 'Provider' list)
  3. attribute 'Key' provides the token secret key value