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Atlas is the amazing new knowledgebase and community support system from Countersoft. If a question needs an answer and an answer needs a home then Atlas is where it lives. With unique Relevant Replies and lighting fast Tag and Text Filter, knowledge is at your fingertips.




How To Reply to a Question with a Ticket

config
questions
gemini

Hi. Your screenshots show turning a question/reply into a ticket (presumably a Gemini issue?), but I can't figure out how. I've attached screenshots of my attempt at responding to a question in my install as well as my settings for Gemini integration. As you can see, the "ticket" option is just missing from the dropdown list.

On a related note, is the Gemini integration supposed to provide any features other than this? I couldn't find much about this on AtlasAnswers.com.

Thanks in advance.

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pbarranis
· 1
pbarranis
Replies (10)
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Edit the Tags via Administration and Set which Gemini project each tag can "see".

Does this help?


Harvey Kandola
· 1
Harvey Kandola
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You're saying the Tag is what associates the question to a project in Gemini?

When I click the Edit button next to the tag in Administration, all I get is a popup window that is completely empty. Is there supposed to be anything in that space?

Also, on an unrelated note, how do I unmark an answer as "the" answer? I thought that the green checkmark below your reply was indicating that your answer was marked as the answer... so out of curiosity I clicked it... and now I cannot see how to unmark it as the answer.

Thanks.


pbarranis
· 1
pbarranis
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If the popup dialog is completely empty, check the System Log and tell us what you see.


Harvey Kandola
· 1
Harvey Kandola
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I see a lot of these messages (I truncated the call stack so it just shows the useful parts):

CounterSoft.Gemini.Commons.Rest.GeminiRestException : Method requires authentication

CounterSoft.Gemini.Commons.Rest.GeminiRestException: Method requires authentication at CounterSoft.Gemini.WebServices.BaseService.ThrowResponseException(WebResponse response) at CounterSoft.Gemini.WebServices.BaseService.ProcessResponse[T](String url, Object obj, RequestType requestType) at CounterSoft.Gemini.WebServices.BaseService.WhoAmI() at CounterSoft.Atlas.Business.GeminiIssueTracker.HasValidConnection() at CounterSoft.Atlas.Controllers.AdminController.EditTag(Int32 tagId) at lambda_method(Closure , ControllerBase , Object[] ) at System.Web.Mvc.ReflectedActionDescriptor.Execute(ControllerContext controllerContext, IDictionary`2 parameters)


pbarranis
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pbarranis
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Hi. Could this be related to the face that Windows Auth is turned on in our Gemini install? If so, I have just one account in Gemini that's not a Windows Auth account - it's the built-in Admin account. If I need to use that account, how do I go about getting the API key for that account when I can't login as that user? I can't login as that user, of course, because Windows Auth is turned on so I can't get to a login screen to login as that user. Is there a place in the DB I can find the API key?


pbarranis
· 1
pbarranis
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I think you can just edit the APIKEY value/column for that account in the gemini_users table in your Gemini SQL database.


Harvey Kandola
· 1
Harvey Kandola
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Alright, I tried that and it didn't work for me. Here's what I did:

I changed the username for the Gemini integration to "admin". I then went into the database and changed the apikey value for the "admin" user to be identical to what was already in the Atlas settings.

Unfortunately I'm still seeing the exact same errors I posted above in the error log. Is this related to the Windows Auth? Can Gemini integration be used with Windows Auth turned on?

··· let me get back to you...Harvey KandolaWednesday, April 6, 2011, 6:16:12 PM

pbarranis
· 1
pbarranis
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Hi Harvey. Just checking in - any updates on this item? TIA.


pbarranis
· 1
pbarranis
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Hi Harvey. It has been over a week since I reported not being able to connect my fresh install of Atlas to Gemini so that I can test out Atlas for our needs. Do you have any news for me? Thanks in advance (TIA).


pbarranis
· 1
pbarranis
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ANSWER

The integration with Gemini will not work when using Windows Authentication in Gemini. What you can do is create a new forms authentication site that will point to the same Gemini database. Use that url in the Gemini configuration.

Apologies for the very late reply.


Saar Cohen
· 250
Saar Cohen