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This document covers how to create a Knowledge Base Mashup that supports RSS/ATOM search API via browser application.This feature is available only in the Silverlight mode in the Administration tab.

Thanks to my colleagues Vaibhav Kwatra,Kartik Saini , Jayant Saini ,Ajay Salwahan as they have helped and contributed in preparation of this document.


Let us create RSS/ATOM Service available in the option  Mashup Web Services:


Before that we need to configure our scoping so that we can include Knowledge base in our project.


Below are the steps:


1.Login in the browser application with Business Configuration role in Silverlight Mode.

2.Open the Business Configuration -> Implementation Projects.

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3.Select the Current Project and Click on Edit Project Scope.

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4.In Edit Project Scope :First Implementation Wizard under the Scoping option. Select the Knowledge Base as selected in the below Screenshot:

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5.In Edit Project Scope :First Implementation Wizard under the Question option. Select the Knowledge Base and set the Question as reviewed.

6.Click Next ,then select Yes in the pop up for the Review Status.

7.In Edit Project Scope :First Implementation Wizard under the Confirmation Option . Click on the Close which successfully completed your scoping part.

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8.Open the Administration -> MASHUP WEB SERVICES.

9.Click on the New button and select the RSS/Atom Service  to create New Service.

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10.Fill the necessary fields and select the status as Active.In the URL field fill it with the URL for knowledge base vendor API and click on Extract Parameters.

11.Click on Save and Close.You will be able to see the Mashup created:

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12.Open the Administration -> MASHUP AUTHORING.

13.Click on the New button and select the Data Mashup to create New Mashup.


                            

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14.New Data Mashup Wizard opens ,fill all the field as per the below screenshot:

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15.In Define Mashup Details ,Select Sources.

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16.Select the RSS/Atom Services that you have created before.

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17.Select User Inputs / Output in Parameters Option and drag and drop the Text Input onto the central authoring canvas.Draw connection between RSS Service and the Text Input and edit the properties of the text input as per the below Screenshot:

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18.Select the RSS Service and edit the parameter and select the Text Input parameter that we have selected in step 17.

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19.Select Actions Option and drag and drop the Sort Data onto the central authoring canvas..Draw connection between RSS Service and the Sort Data.Select the Text Input Object and give  a default value.

20.Click on the Preview Result Button.

21.Select the Sort Data Object and add field to be sorted by.


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22.Select User Inputs / Output in Parameters Option and drag and drop the Text Output onto the central authoring canvas.Draw connection between RSS Service and the Text Output and edit the properties of the Text Output as per the below Screenshot:

23.Review and Confirm the Data Mashup Created.


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24.Open the Service->Tickets and click to open any particular ticket.Select Personalize->This Screen.


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25.Select the Mashup and Web Services and choose the particular Mashup that you have created in step 23.Click on the Save Button and Close it.

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26.Finally the Knowledge Base will be added in the Ticket Overview Tab.

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4 Comments

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  1. Leslie Finan

    Hi Abhishek

    Is there a way to integrate a Knowledge Base with REST API? My knowledge base vendor is making the enquiry. An RSS/ATOM API would be an additional build from their side and would like to explore all options.

    Thank you and Best Regards

    (0) 
    1. Abhishek Raj Post author

      Hi Leslie,

      Sorry for the late reply….

      Yes u can create a knowledge base with REST API but i have not implemented this till now….
      Try it and if u face  any problem u can ask..

      Regards,
      Abhishek

      (0) 
  2. prathiba ravi

    Hi Abhishek,

    Need your help.

    Thanks for the excellent blog.

    We are trying to integrate with a third party KB solution,

    1. Would want to know if there are any specifications for the RSS/ATOM webservice.
    2. Does it need to have the same input parameters as above

    Currently we have created an RSS/ATOM service for it and it does not preview result.

    Regards,

    Prathiba

    (0) 

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