In application support_guide

IN-APPLICATION SUPPORT GUIDE

3.6_IAS_EN_1.0

CONTENTS

In-Application Support Overview................................................... 1
Plan for Deploying In-Application Support....................................................1

Implement In-Application Support ................................................ 3
Obtain Content ........................................................................................4
Configure Content....................................................................................4
Use the IAS Configuration Utility .............................................................4
Configure SmartHelp .............................................................................6
Target Application-Specific Configuration Settings .....................................7
Oracle E-Business Suite Special Options...................................................9
SAP GUI for HTML and Windows Special Options .......................................9
SAP NetWeaver Portal Options.............................................................. 10
Deploy the Content on a Web Server ........................................................ 10
Integrate Help in Target Applications ........................................................ 10
Agile PLM .......................................................................................... 10
CA Clarity PPM ................................................................................... 10
JD Edwards EnterpriseOne ................................................................... 11
JD Edwards World............................................................................... 11
Microsoft Dynamics CRM...................................................................... 12
Oracle E-Business Suite ....................................................................... 12
PeopleSoft Enterprise .......................................................................... 15
SAP GUI for Windows and SAP GUI for HTML .......................................... 15
SAP NetWeaver Portal ......................................................................... 18
Siebel CRM (On Premise) ..................................................................... 19
Use SmartHelp for Browser-based Applications........................................... 20
Install SmartHelp for Internet Explorer .................................................. 21
Install SmartHelp for Firefox................................................................. 21
Change the Name of SmartHelp ............................................................ 22

Index ........................................................................................... 23

i

In-Application Support Overview

The Player deployment format that is published from the Developer is not only useful in
various training and educational initiatives; it is also designed to provide in-application
support for end users.

There are specific add-ons and instructions for certain major enterprise applications to
accommodate context-sensitive in-application support; these applications are referred to
as target applications throughout this document. Content for target applications can
generally be deployed using one or both of the following methods, depending on the target
application:

• Help Integration - This method allows users to invoke context-sensitive
in-application support content using the existing target application Help menu or
Help link.

• SmartHelp - This is a toolbar button for browsers that end users may use to access
context-sensitive in-application support content.

The mechanism for context-sensitivity used for target applications is known as
ExactMatch. This technique allows the Player to display a list of content that is related to
the end user's activity in the application. The relevancy of the content list is determined
based on content items that contain exactly the same context information as recorded
during content creation in the Developer.

The mechanism for context-sensitivity for browser-based non-target applications is known
as SmartMatch. This technique uses statistical analysis to rank the most probable content
items and generates a list of relevant content. This allows you to use the SmartHelp
toolbar button to deploy context-sensitive in-application support for any browser-based
application.

Finally, content created for non-target applications prior to the introduction of SmartMatch
technology may still be deployed using the SmartHelp toolbar button for the browser
without context-sensitivity. In this case, the outline displays all of the content items;
however, the user may find the appropriate items using the Search feature or by browsing
the content outline.

See the Content Deployment manual for more information about deploying Player content.

Plan for Deploying In-Application Support
Once you decide to deploy content for in-application support, some of the fundamental
questions that need to be addressed are:

• What deployment mechanism is most appropriate for your application, Help
Integration with a target application or SmartHelp-based deployment?

• Who needs to be involved, what needs to be done, and when does it have to
happen?

Understanding the answers to these questions will give you the information you need to
implement help integration and context-sensitive help successfully.

These are the tasks which need to be completed to successfully deploy in-application
support.

1


Content Author

• Create content in the Developer - While ExactMatch information for target
applications and SmartMatch information for browser-based non-target
applications will be automatically captured, it is recommended that you validate
that context is being captured.

• Publish the content

• Give the published content to the web server administrator

Web Server Administrator

• Deploy the published content to a web server

• Provide the URL for the content to the application administrator

Application Administrator

• Perform the configuration steps detailed in the in-application support guide for
each application

• Receive the content URL from the web server administrator

• Perform help integration steps for URL configuration, if applicable

Test User

• Verify the published content appears from the application using the Help Menu
Integration option or the SmartHelp button, as deployed

• If you are deploying context-sensitive help, the test user should coordinate with
the content developer to note which parts of the application were used to create
content and then verify that the content launches with an appropriate list of
relevant topics.

For most target applications, application configuration can occur after and independently of
content creation. There are two exceptions:

• Oracle E-Business Suite: It requires library files to be installed on the application
server (applcore forms server) before recording content. See Implement
Context-Sensistive Help Integration in the Oracle E-Business Suite section later in
this manual for more information on installing library files for Oracle E-Business
Suite.

• PeopleSoft Enterprise: It is recommended that PeopleBooks is installed and
configured before starting to record content.

If you want to deploy context-sensitive help, always check that context is being captured
while recording. See Context Recognition in the Recorder in the Record and Edit Topic
Content chapter of the Content Development manual for more information on capturing
context while recording.

2

Implement In-Application Support

End users access in-application support in one of two ways. The first is via a help link,
button, or menu item in the recorded target application. This option is called help
integration and requires an application administrator to make minor configuration changes
in the target application to enable the Player context-sensistive help. The second option,
called SmartHelp, is to install a toolbar button in a browser in which a user launches the
target application. This is installed as a browser add-on and may require the help and
approval of your Information Technology resources.

These are the steps for implementing in-application support. You may or may not need to
perform all of them, depending on the target application that your audience will be using.

• Obtain content that has been created and published in the Developer.

• Configure content with the In-Application Support (IAS) Configuration Utility.

• Deploy content on a server.

• Configure the target application for help integration (if applicable for the target
application your audience will be using).

• Install SmartHelp, if it is applicable for the application your audience will be using.

Refer to the following table to determine the method your application supports.

Target Application SmartHelp Help Integration

Agile PLM X
CA Clarity PPM X X
CA Service Desk X
JD Edwards EnterpriseOne X X
JD Edwards World X
Microsoft Dynamics CRM X (ver. 4 only) X
Oracle (Siebel) CRM On Demand X
Oracle E-Business Suite X X
Oracle Fusion X
Oracle (Hyperion) EPM X
Oracle Transportation Management X
PeopleSoft Enterprise X X
SAP GUI for HTML X X
SAP GUI for Windows X
SAP NetWeaver Portal X X
Siebel CRM (On Premise) X X
Other Browser-based applications X

Note: SmartHelp is available for Browser-based applications as long as the toolbar is available.

Refer to the following information for the general steps to implement SmartHelp or help
integration.

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Implement SmartHelp
• Obtain content - This is a Player package that an author created and published
from the Developer.

• Configure content - Use the IAS Configuration Utility to set options for SmartHelp.
See Configure SmartHelp.

• Deploy content - Place the content on a web server.

• Install SmartHelp - Deploy the link for installing SmartHelp to your end users. See
Use SmartHelp for Browser-based Applications.

Implement Help Integration
• Obtain content - This is a Player package that an author created and published
from the Developer.

• Configure content - Use the IAS Configuration Utility to set options for help
integration. See Application-Specific Configuration Settings.

• Deploy content - Place the content on a Web server.

• Integrate Help into the target application - Adjust settings in the target application
to launch the content. See the appropriate section for your application in Integrate
Help for Target Applications.

Details about each step are in the following sections.

Obtain Content
Whether you are implementing help integration or SmartHelp, you need content that has
been published to the Player format from the Developer. You can create and publish this
content yourself, or you can use purchased content from your enterprise application
vendor.

• Create and publish content – An author will use the Developer to create and record
content, and then publish it to the Player format. This results in a folder structure
containing a subfolder with the name PlayerPackage. It is this PlayerPackage folder
that you need.

• Purchase content – Some enterprise application vendors sell pre-packaged content
for their applications to help customers understand application functionaliity and
configuration options. If you purchase content, you should receive a complete
PlayerPackage.

Configure Content
Whether you are configuring content for SmartHelp or help integration or both, there are
options you can set for context sensitivity and launch behavior.

The published content contains the IAS Configuration Utility to help you make the
appropriate settings for your needs. This utility is available in Player content published
from Developer 3.6 or later.

Use the IAS Configuration Utility
As you use the IAS Configuration Utility to change and save settings, it creates a
configuration file, writes the necessary lines of code, and saves it to the appropriate
location.

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If a target application supports help integration, there is a link specifically for that target
application on the main page of the IAS Configuration Utility. There is also a link for
SmartHelp options at the bottom of the page. The options on the SmartHelp page apply to
all target applications that support SmartHelp, plus all browser-based applications since
SmartHelp can be deployed for any application that runs in a browser.

As you make changes to the configuration settings and save them, the Activity column on
the right in the main page displays information about the date and time the change was
made, and the name of the person who made them. You can add a name in the My name
is field at the top of the page. If you add your name, or pick your name from the
dropdown list, it appears in the Activity column.

To launch the IAS Configuration Utility (locally):

1. Navigate to the folder containing the Player package.
2. If you use Internet Explorer, launch the inappconfig.cmd file.
or
If you use Mozilla Firefox, launch the inappconfig_ff.cmd file.

Use Notes
You can add a note to each option as well as to the configuration file as a whole. These
notes are saved as comments in the configuration file. You can use notes to add
information about why a change to the configuration was made, and so on.

To add, edit, or delete a note:

1. Launch the Configuration Utility and open a page for an application.
2. To add a note for a field, click the Add Note button next to that field.
or
To add a note for the configuration file as a whole, click the Add Note button at
the top of the page.
3. Enter the text of the note and click Ok.
4. To edit a note, click in the text box for the note, make your changes, and click Ok.
5. To delete a note, click the Delete button on the note.

Save the Configuration File
If you are launching Configuration Utility from the command file, the configuration file
(odcustomurl.js) is saved directly to the appropriate folder within the content folder on the
local drive.

Note: If you are not sure that the configuration file was saved correctly, you can retry the save.
The Save Configuration page appears, displaying the location where the file was saved. If
necessary, you can save the file manually, and then use the Check option to verify that the file is
in the correct location.

To save the configuration file locally:

1. Click Save. The Check Configuration page appears displaying the name of the file
and the location where it was saved.

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Revert Settings
At the bottom of each page of configuration settings, there is a Revert button. This option
changes all of the settings on the page back to what they were the last time that the
configuration was saved.

To revert the settings:

1. Click Revert.

Reset to Defaults
You can also set options back to the original settings, individually or for all options on a
page. When you make a change to an option, a Reset button appears next to that option.
You can use this button to set the option back to the default. In addition, there is a Reset
to Defaults button at the bottom of each page, which sets all the options on the page back
to original defaults.

To reset to defaults:

1. To reset a field to the default, click the Reset button next to the field.
or
To reset all of the fields on a page to the default, click the Reset to Defaults
button at the bottom of the page.

Configure SmartHelp
When you record browser-based application content, the content is automatically ready for
deployment with the SmartHelp toolbar button. You can host the published content on a
web server and install SmartHelp from the hosted content location.

Other than deploying SmartHelp to end users, there is no content configuration required.
There are options, however, if you want to deploy context-sensitive help or disable the
SmartMatch capability. It is also possible to deploy the SmartHelp button from one web
server location while hosting the content in another web server location.

Note: If you have content created in different versions of the Developer, SmartHelp should be
installed and configured from the latest version. An older version of SmartHelp must not point to
content from a newer version.

There is a page in the Configuration Utility that contains all of the SmartHelp Options,
which include the following:

• ExactMatch Application Scripts: This is a list of URLs to the application script
folders in the published content that enable ExactMatch context-sensitivity with
SmartHelp. ExactMatch is available for the target applications listed below. The
URL should end with the text shown in the Link column below for each application.
Do not include /hemi in the URL. For example, http://server/contentfolder/oracle.

Target Application Link

CA Clarity PPM /clarity
CA Service Desk /caunisd
JD Edwards EnterpriseOne /psentone
Microsoft Dynamics CRM (4.0) /mscrm3
Oracle CRM On Demand /siebelod
Oracle E-Business Suite /oracle

6


Target Application Link

Oracle Fusion /fusion
Oracle Hyperion EPM /hyperion
Oracle Transportation Management /oracletm
PeopleSoft Enterprise /pst8
SAP GUI for HTML /front
SAP NetWeaver Portal /front
Siebel CRM (On Premise) /siebel7

• SmartMatch Content URL: If SmartMatch content is deployed to a different
location, this URL points to the /stdhtml folder within the content. For example,
http://server/contentfolder/stdhtml.

• Default Content URL: If no matching content is found for the ExactMatch
applications or SmartMatch is not available, this URL is used to launch content. For
example, http://server/content/index.html

To configure SmartHelp options:

1. Launch the Configuration Utility.
2. Click the SmartHelp link.
3. Enter the URL to the application script folder.
4. If you have more than one application for which you want to enable SmartHelp,
click the New Row icon and enter another URL.
5. Enter a default content URL, if desired.
6. If the content is located in a separate location than the scripts, enter the URL to
the content in the SmartMatch URL field.
7. Click Save.

Target Application-Specific Configuration Settings
For target applications that support help integration, there are three possible feature sets
to configure: Application Help, Multi-Language Content, and Advanced Options.

Application Help Options
The options in this feature allow you to configure a page to launch which has links to both
the developed content and the original help. This feature is only available for those
applications in which the link to the developed content replaces or suppresses the link to
the original application help.

• Help URL: If you enter the application's Help URL, it is displayed in the gateway
page. If this URL is not present, the Player content launches without displaying the
gateway page.

• Display Help As: The application's help link can appear as a link in the gateway
page, or as a frame embedded at the top or bottom of the gateway page. If you
choose to display the help as a link, the Help Link Text field is available for you to
supply text for the link.

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Multi-Language Content Options
The options in this feature allow you to configure the help to launch the appropriate
content if you have developed content in multiple languages. This feature is only available
for certain target applications.

• Content URLs by Language: This option has two fields, Language and Content URL.
Use the Language list to select a language, and then enter the URL to the content
developed in that language in the Content URL field. You can add new rows as
necessary to support all available languages.

• Default Content URL: This is a URL to the content to be launched if the language is
not defined in the Content URLs by Language list. For example, if you have defined
English, Spanish, French, and German, and someone logs on in Italian, you can
specify that the English content should be launched.

Advanced Options
The options in this feature allow you to control how the outline appears when the content
is launched, and point to the content if the scripts folder is moved.

• Outline Display: If you have configured the content to launch with
context-sensitivity, then the outline will only contain the items which are related to
the task the user is performing in the target application. This is called applicable
content, and it is the default setting. If you want the entire content outline to
display instead, you can change this option to show all content.

• Special Content Location: If the configuration file folders, [application name]/hemi
and /stdhemi are copied from their default location from within the published
content, you must enter a URL in this field which points to the content location.
This option should only be used on the advice of Technical Support.

Special Options
Certain target applications have special options. Most of these appear under Advanced
options as necessary. If there are special options for the target application you are
configuring, see the section below for more information.

Each target application that supports help integration has its own page in the IAS
Configuration Utility. However, every target application does not support all of the
features. The table below displays the features each target application supports.

Target Application Application Multiple Advanced Special
Help Languages Options Options

Agile PLM X
CA Clarity PPM X X
JD Edwards EnterpriseOne X X X
JD Edwards World X
MicroSoft Dynamics CRM X X
Oracle CRM On Demand X
Oracle E-Business Suite X X X X
PeopleSoft Enterprise X X X
SAP GUI for HTML X X X
SAP GUI for Windows X X X
SAP NetWeaver Portal X X X X

8


Target Application Application Multiple Advanced Special
Help Languages Options Options

Siebel CRM Applications X

To configure application-specific options:

1. Launch the IAS Configuration Utility.
2. Click the target application link that you want to configure.
3. Change settings as appropriate.
4. Save the configuration.

Oracle E-Business Suite Special Options
The following options are available for Oracle E-Business Suite:

• Oracle Version: Specify 11i or R12. The Help URL is different for the two versions,
and choosing the version in this option displays the correct example for the Help
URL field. Note that 11i and R12 use different language codes.

• Show Context Recapture Page: Do not change this option unless advised to do so
by Customer Support.

SAP GUI for HTML and Windows Special Options
The following options are available for SAP GUI:

Configure Content Segmentation and Multiple Languages
In SAP, you can segment the content by GUI Type and SAP User Parameter in addition to
language.

• Segment Content By: This option allows you to choose the type of segmentation.
When you change this option, the fields in the Content URLs by Segment adjust
accordingly.

• GUI Type: If you choose to segment content by GUI type, this field appears,
allowing you to specify the GUI for each content URL.

• SAP Param: If you choose to segment content by SAP User Parameter, this field
appears, allowing you to enter the value of the SAP user data for each content
URL.

Additional Options
• GUI 6.40 patch 8: Enable this option only if you have recorded content with this
SAP patch.

• Partial Context: When you record content, context IDs are captured, which allows
for context sensitivity. In SAP, these context IDs can consist of up to three
components: the transaction code (T), the program name (P), and the screen
number (S). You can enter the appropriate value to control which of these
components are used to find applicable content. The default is to use all three
components.

• Show Context Recapture Page: Do not change this option unless advised to do so
by Customer Support.

9


SAP NetWeaver Portal Options
The following options are available for SAP Netweaver Portal:

• SAP GUI in Portal Context: If you are using in-application support for SAP GUI for
HTML embedded in SAP Enterprise Portal, normally both SAP GUI and SAP Portal
topics are applicable. Enable this option in SAP Business Suite or SAP Enterprise
Portal configuration to match only content for that application when both
applications are found.

Deploy the Content on a Web Server
Once you have published and configured your content, copy all the content and place it in
a location that is accessible by HTTP or HTTPS protocols. If you are implementing
SmartHelp, you should give this URL to your end users so that they can install SmartHelp.
If you are implementing help integration, you must use this URL when you configure the
target application.

Integrate Help in Target Applications
If help integration is available for a target application, there is usually some configuration
that must be done on the application server. This section outlines the configuration for
each target application.

Agile PLM
Agile PLM can be configured to launch context-sensitive help through the Help button.
When the user clicks the Help button, the Player help launches directly or a gateway page
appears allowing the user to choose between the Player help and the Agile PLM help.

You configure the Agile PLM application to launch the context-sensitive Player help directly
from the Help button by using the Java client interface for administration.

To configure Agile PLM:

1. Log in to the Agile Java client application.
2. Click the Admin tab.
3. Expand the Server Settings item in the tree.
4. Double-click the Locations item in the tree.
5. Click the Online Help Manuals URL field.
6. Enter the server and virtual directory where the published Player content is
located, for example:
http://<server_name>/<folder_name>/agile/hemi/agile_gateway.html".
7. Click the Close button.
8. Click the Yes button.

CA Clarity PPM
Configure the Help Link Redirector for Clarity 8

For the context-sensitive content to be launched from Clarity, the pre-existing Help launch
file (wwhelp.htm) should be replaced for each language. Follow these instructions:

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1. Rename the existing wwhelp.htm file on the Clarity server (per language) to
wwhelp1.htm. The default path for this file for the English language Help is:
http://<clarity
server>/niku/help/en/wwhelp/wwhimpl/js/html/wwhelp.htm
2. Place the contents of the clarityhemiwwhelp directory in the same location
where you renamed the existing wwhelp.htm file
3. Open the capawwhelp.js file to enter the value for OD_GATEWAYURL. The URL
value for OD_GATEWAYURL should point to the location where the content gateway
file is deployed. It should be a fully qualified URL similar to:
http://<content
server>/<content>/clarity/hemi/claritygateway.html

JD Edwards EnterpriseOne
In the P98MOQUE file, update the Helps path to point to the pste1_gateway.html file in
the /psentone/hemi folder. This path should be a URL path based on your virtual
directory setup. for example:
http://<server>/<dir>/psentone/hemi/pste1_gateway.html

It is a good idea to make a note of the original PeopleBooks help URL in case you want to
use it later.

Note: While setting up the Media Object Queues you may use Help Content as the Queue name
and point to pste1_gateway.html file under ..PSENTONEhemi in the published content folder
as the On-Line and Off-Line Queue paths.

JD Edwards World
The instructions that follow are for the JWalk Java client interface. A button to launch
Player content appears on the program menus; no configuration is necessary for this
button to appear. However, it must be configured to point to the Player help content
through entries in two text files.

To launch the context-sensitive help content, the JD Edwards World Web Enablement
administrator needs to set entries appropriately in the WV9100.JVM and DYNBLD9100.JVM
text files. These files are located within the Deployment area of the JWalk server or client.

• For the iSeries-i5 Installation:
www/<HTTP server>, such as apachedft/htdocs/JWALK/JWALKAPP/A9100APP

• For the Windows NT-2000-2003 Server Installation:
C:InetpubwwwrootJWALKAPPA9100APP or
C:Program FilesApache Software
FoundationApache2.2htdocsJWALKAPPA9100APP

The Text File entries to be updated are:

• UPKVIEWI - Set this to Y to display the Context aware icon on the program menus.

• UPKVIEWH - Set this to Y to display the View Content Option from the Help Drop
Down menu.

• UPKHELP - This displays text when hovering over the Context aware icon.

• UPKHELPOPT - This displays text for the option on the Help Drop Down menu.

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• UPKPath - This should be set to the path of the UPK server. For example:
http://<server>/<virtual
directory>/jdewalk/hemi/jdewalk_gateway.html_?CTXEX=

If you place the help content on the Windows server supporting the JWalk client interface,
no additional configuration is necessary. If the help content is on a non-Windows server,
you need to configure the odcustomurl.js file. See the following section for details.

Microsoft Dynamics CRM
For the context-sensitive content to be launched from Microsoft Dynamics CRM, the
pre-existing Help launch file (default.aspx) should be replaced for each language. Follow
these instructions:

1. Rename the existing default.aspx file on the Microsoft Dynamics CRM server (per
language) to default1.aspx. The default path for this file for this file is:
http://<dynamics_server>/crmweb/help/default1.aspx
2. Place the contents (files) from the mscrm3hemihelp directory in the same
location where you renamed the existing default.aspx file.
3. Open the mscrmhelp.js file to enter the value for OD_GATEWAYURL. The URL value
for OD_GATEWAYURL should point to the location where the content gateway file is
deployed. It should be a fully qualified URL similar to:
http://<content server>/<content>/mscrm3/hemi/mscrm_gateway.html

Microsoft Dynamics CRM users will now be able to launch context-sensitive content from
the Help menu with the Help on This Page menu item as well as the Help toolbar button.

Oracle E-Business Suite
To implement Help Integration for Oracle E-Business Suite, you must install and compile
two library files that are delivered with the Developer installation. To complete the
integration, modify the HELP_WEB_AGENT profile on the Oracle server to point to the
Player content. This causes the Player interface to launch directly from the Oracle Help
menu.

Implement Context-Sensitive Help Integration

If you want to implement context-sensitive help for Oracle E-Business Suite applications,
the correct Context IDs of the objects in Oracle must be captured while the content is
recorded. To enable this, you must deploy or modify the custom library (CUSTOM.pll) on
the Oracle server you will use to record the content. This must be done before you begin
to record content.

The custom library is required for recording content only. It is not necessary for
deployment of context-sensitive content from Oracle E-Business-Suite. If you use the
different systems for development (content creation) and production (deployment), then
the custom library configuration is not necessary in the production environment. If you use
the same system for development and production, then custom library only needs to be
installed while the content is being recorded.

Check Existing Custom Library Configuration
The .pll delivered with the Developer is written with SPECIAL7 as the default value. This
default value is a suggestion. You can use anything between 1 and 15. If you have not
created any Oracle specific applications that use the SPECIAL event, you can use the
default. If you have created Oracle-specific applications that do use the SPECIAL event,
the value of 7 may be taken, and you need to find another suitable unused value between
1and 15.

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You can use the following command lines to find an unused value instead of editing and
recompiling the custom.pll file repeatedly:

cd $AU_TOP/forms/US; grep -i APP_SPECIAL.ENABLE `find . -name "*.fmb"
-print`| grep SPECIAL7| grep -i PROPERTY_ON
cd $AU_TOP/resource; grep -i APP_SPECIAL.ENABLE `find . -name "*.fmb"
-print`| grep SPECIAL7| g rep -i PROPERTY_ON
If you receive a result that looks like the statement below, the value is already being used.

./CSCCCCRC.fmb:app_special.enable('SPECIAL7', PROPERTY_ON);

Deploy a Custom Library

Use the following steps if you have not deployed a custom Library on your Oracle
Applications server.

To deploy a custom library:

1. Back up your existing CUSTOM.pll to CUSTOM.pll.orig.
2. Locate the ODPNCustomPLL.zip file in the ORACLE folder where the Developer is
installed and extract the CUSTOM.pll and ODPN.pll files. Copy them to the
$AU_TOP/resource folder on the Oracle Applications server.
Note: $AU_TOP is defined as a variable and references
/oracle/VIS/apps/apps_st/appl/au in both a Unix and Windows operating system.
3. Ensure that no one is currently using Oracle Applications (Web Forms). Shut down
the Oracle Forms Server service if you are running 11i.
Note: It is not necessary to shut down any service if you are running R12.
4. While in the $AU_TOP/resource, compile the ODPN.pll and CUSTOM.pll library
files using the command for your specific EBS version:
Oracle 11.5.10 server:
ifcmp60 module=ODPN.pll module_type=LIBRARY userid=apps/apps@<instance>
compile_all=yes

ifcmp60 module=CUSTOM.pll module_type=LIBRARY
userid=apps/apps@<instance> compile_all=yes

For Oracle E-Business Suite R12:
frmcmp module=ODPN.pll module_type=library userid=apps/apps@<instance>
compile_all=yes

frmcmp module=CUSTOM.pll module_type=library userid=apps/apps@<instance>
compile_all=yes

Note: Replace the database connect string to reflect your instance.

Note: Shutting down the Forms server is not necessary for Oracle E-Business Suite R12.

Modify an Existing Custom Library

Use the following steps if you have custom logic in your custom library (CUSTOM.pll) that
you do not want to overwrite. You must place a line of code in the custom library that will
call out to a new library (ODPN.pll). After doing this, you will only need to recompile your
existing CUSTOM.pll if you receive new versions of ODPN.pll with software upgrades.

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To modify a custom library:

1. Back up your existing CUSTOM.pll to CUSTOM.pll.orig.
2. Copy the CUSTOM.pll from the $AU_TOP/resource folder on the Oracle Applications
server to a client machine that has Oracle Forms Builder installed.
3. Copy the APPCORE2.pll from $AU_TOP/resource folder on the Oracle Applications
server to a client machine that has Oracle Forms Builder installed. This should be
the same folder you used for the previous step.
4. Locate the ODPNCustomPLL.zip file in the ORACLE folder where the Developer is
installed and extract the ODPN.pll file. Copy it to the client machine into same
folder as previous file copies.
5. Open CUSTOM.pll using Oracle Forms Builder and attach ODPN.pll. Place this file in
the same folder on the client side as your CUSTOM.pll prior to the attachment.
6. Answer Yes, when asked to remove directory path.
7. Add the following code to the Event procedure:
gkod_event (event_name, 'SPECIAL7');
Note: You may use any number between 1 and 15 in the SPECIAL command as
long as there are no conflicts. See Check Existing Custom Library Configuration for
more details. Beginning wtih Oracle EBS 12.1, the SPECIAL command can be
replaced with the MENUX command where X is a number between 1 and 15.
8. Ensure that no one is currently using Oracle Applications (Web Forms). Shut down
the Oracle Forms Server service.
9. Copy the CUSTOM.pll and ODPN.pll files from the client to the $AU_TOP/resource
folder on the Oracle Applications server.
10. Compile both the ODPN.pll and the CUSTOM.pll files using steps 5 and 6 in the
previous section.

Modify the HELP_WEB_AGENT Profile

You must modify the HELP_WEB_AGENT profile in Oracle to point to the
oracle_gateway.html in the Player content deployed on the server.

For Oracle E-Business Suite 11i , the URL consists of two parts: the path for the
oracle_gateway.html file located in the oraclehemi folder in the Player content, plus the
path of the default dbc file for the Oracle server.

Following is an example for 11i:

URL=http://<server
name>:<port>/oracle/hemi/oracle_gateway.html?dbc=d:oracleo11iapp
l
fnd11.5.0secure<server name>.dbc
Following is an example for R12:

URL=http://<server name>:<port>/oracle/hemi/oracle_gateway.html

To modify the HELP_WEB_AGENT profile in Oracle E-Business Suite:

1. Sign on to the Oracle EBS Application via the web browser as an administrator.
2. Click the System Administrator link and locate the System Profile.

14


3. When the java form launches, enter APPLICATIONS_HELP% in the Profile field
and click Find.
4. Enter or edit the URL with the path to the oracle_gateway.html.
Note: For Oracle 11.5.10, include the location of the .dbc file in the URL string.
Once you have completed your changes, stop and restart the Oracle Forms service.
5. For the profile change to take effect in the current session, exit from the Oracle
application and sign in again.
6. Click Help in Oracle, and the Player launches.

PeopleSoft Enterprise
Set the HelpURL value inside your active Web profile configuration to point to the
pst8_gateway.html file, located in the PST8/hemi folder in the published content.

Change the value of the Help URL field in your PeopleSoft application to:

http://webserver/foldername/pst8_gateway.html?ContextID=%CONTEXT_I
D%&LangCD=%LANG_CD%
You must restart the PeopleSoft Web server service for the changes to take effect.

It is a good idea to make a note of the original PeopleBooks help URL in case you want to
use it later.

Note: For further information, see the Configure Context Sensitive Help and the Enabling the
Help Link from the Application Pages sections in the Installing PeopleBooks appendix of the
PeopleTools installation guide.

Note: It is recommended that PeopleBooks be installed before starting to record content.
However, if PeopleBooks is not installed, the content launches directly from the PeopleSoft Help
menu.

SAP GUI for Windows and SAP GUI for HTML
To integrate published help content with SAP GUI clients, you must perform the following
steps:

• Register an object in SAP Service Marketplace.

• Copy the transport files to the SAP server.

• Import the transport files into the SAP system.

• Customize the SAP Help menu.

• Edit ABAP code to customize the “help_start” function in SAP to launch the Player.

• Configure the SAP URL. This step requires configuring the URLs to point the
content for SAP.

For the installation, an SAP Service Marketplace user with administration rights is required.
In the target SAP system, a user with developer rights, registered as a developer, is
required.

15


Register an Object in the SAP Service Marketplace System

An SAP Administrator or someone who has administrative rights for the target SAP
installation in the SAP Marketplace must perform this procedure.

Register the following object: "PgmID:R3TR, Object:FUGR, ObjectName:SHL2" and make a
note of the access key.

Copy the Transport Files to the SAP Server

The transport file contains two files, Kxxxxxx.nnn and Rxxxxxx.nnn, where x and n will
vary, depending on the version of the Developer that the transport is from. These files
must be copied to the SAP server. They are contained in a file called HEMITransport.zip
and are located in the front folder in the Developer installation.

Note: You will need an unzip utility such as WinZip to unzip the files.

Import the Transport Files

The transport files that you copied to the SAP server need to be imported into the SAP
system. A Basis administrator should perform this step.

All objects in this transport are located in the registered development namespace /GKOD/.
This development namespace ensures that no naming conflicts can arise in your SAP
system due to the transport.

Note: If you want to check the import logs of the transport, select the Goto menu and then the
Import History command. A return code 4 (Warning) and below is acceptable.

Special Note for SAP Unicode-based Systems

If your SAP System is Unicode-based, please apply the transport in the following manner
via the command line.

Verify that your instance profile has the following parameter set: abap/unicode_check=on.

Apply the transport using the following procedure from the command line.

1. Go to your usrsaptransbin directory.
2. Type the following:
tp addtobuffer nnnKxxxxxx <SID>
3. Type the following:
tp import nnnKxxxxxx <SID> -Dsetunicodeflag=true client<num>
pf=TP_DOMAIN_<SID>.pfl

Example:
tp import D6CK900100 UC3 -Dsetunicodeflag=true client800
pf=TP_DOMAIN_UC3.pfl

If you system is Unicode, refer to SAP Note 330267 before importing the content.

16


Customize the SAP Help Menu

Once the transports have been imported into the SAP system, you must customize the SAP
Help menu. Using transaction se43, customize the SAP System Help menu to launch Player
content by creating a menu item with 'Code' ZOND and 'Functional Type' H.

1. Using transaction se37, modify the HELP_START function module. You will need the
access key obtained earlier. (Note: the status message...)
2. Insert a modification above the line with statement "when 'GLOS'."
3. Enter the modification, "include /GKOD/..."
4. Save and activate the modification.

Customize the HELP_START Function in SAP

In this step, you must edit code to customize the “help_start” function in SAP. This
function launches SAP Help menu commands and must be modified to launch the Player
with special parameters.

Note: The status message "Object FUNC_HELP_START is part of the Basis interface; further
development not allowed" may appear. This message is not an error, and you should continue
with the procedure.

1. Enter *OnDemand Include.
2. Press Enter.
3. Type include /GKOD/Y_START_ONDEMAND.

The space between “include” and the / in the statement above, as well as the period at the
end of the statement, is required.

Configure the Gateway URL

In this step, you configure the help menu entry you created to point your deployed
content. The content must be installed on either an IIS or Apache server to determine the
correct URLs to enter into the system.

You can set up the URL to call Player content in any client, or you can set up
client-dependent base URLs. When you enter a Default Base URL and select the Enabled
option, the entry is used to call Player content in any client by default. If you save the
entry with the Enabled option deselected, the Default Base URL is not used in the system.
If you do not want to use the Default Base URL, you must still enter an empty string in the
table. If the entry is not defined, you will receive an error message.

You can create client dependent base URLs as well. If there is no entry in the Client
Dependent Base URL table for a specific client, the Default Base URL is used for that client.
When the Enabled option is selected for a client, then the URL for the client is taken as the
Base URL. When the Enabled option is deselected for a client, then Player content is
deactivated in the client, and users will receive an error message when calling Player
content.

You must log in to the SAP system as a user with developer rights. Since the table you will
be using is defined as client independent, you can log in to any client to change the
entries.

1. Go to transaction /n/GKOD/SS.

17


2. On the Setup menu, choose Default Base URL.
3. In the Default Base URL field, enter the path to the sap_gateway.html page in
the content for SAP on the Web server. This must be a fully-qualified URL
containing the sap_gateway.html page.
The sap_gateway.html page is located in the fronthemi folder within the Player
installation.
4. Click the Enabled option to select it, if necessary.

5. Click Save.

6. Click Continue.
7. On the Setup menu, choose Client Dependent Base URL.
8. In the Table/View field, enter /GKOD/YEXTHLPURM if necessary.

Translate the Help Menu

You can translate the SAP menu items into different local languages. The Help menu will
then appear in the language that the user specified while logging in to the SAP GUI.

SAP NetWeaver Portal
This section describes how to integrate content into the Help menu of your SAP NetWeaver
Portal. The portal administrator or basis administrator will need to perform these steps.

Because of the highly configurable nature of the SAP NetWeaver Portal, the steps that you
must perform may be different than the steps presented here. These instructions assume
the portal default framework is in use. If another framework is in use, or if the default
framework has been substantially modified, these instructions may not work.

You must complete the following tasks to display this content in a context-sensitive
manner:

1. Copy content gateway files to a web server in the same DNS domain as the portal.
If the content server is in the same domain as the portal, it is not necessary to
copy the gateway files (see Domain Relaxing.)
2. Configure the gateway files to point to the content server.
3. Configure the portal Help link to use the gateway files.

Copy Content Gateway Files

In your published content there is a fronthemi folder that contains the content gateway
and configuration files. The contents of this folder must be placed at a location that meets
the following requirements:

• It is accessible by HTTP or HTTPS protocols.

• It is in the same internet domain as your SAP NetWeaver Enterprise Portal server.

For example, if the URL to access your portal is
http://netweaverportal.mycompany.com:50000/irj/portal
then the location where you place the gateway and configuration files may be something
like:
http://help.myco.com:50000/gateway/hemi/.

If the content is published to a server in the same domain as the portal, it is not necessary
to copy the gateway files to another location.

18


Domain Relaxing

Domain relaxing is a method of enabling web-based scripting between components that
the web browser would normally prevent due to cross-domain scripting security concerns.
In some cases, however, this scripting enables desired functionality. Domain relaxing is
designed to allow cross-domain scripting between components served from similar root
domains (i.e. server1.co.com and server2.co.com). Help Menu Integration for SAP
NetWeaver Enterprise Portal uses the same domain relaxing technique that SAP uses.
Additional documentation can be found at:
http://help.sap.com/saphelp_nw70/helpdata/en/28/7c383f717b5f03e10000000a114084/c
ontent.htm

Configure the Portal Help Link

The final task in setting up integrated context-sensitive Help for your SAP NetWeaver
Enterprise Portal is to configure the portal's Help link. A user with Administration rights can
perform the following steps:

1. Log into the SAP NetWeaver Enterprise Portal.
2. Click the Content Administration tab.
3. In the Portal Content area, expand the Portal Content tree item.
4. Open the Portal Users folder.
5. Open the Standard Portal Users folder.
6. Double-click the Default Frameworks Page to open it.
7. Select the checkbox for the Masthead iView Page Content item.
8. Click the Edit button.
9. In the Property Category drop-down list select Navigation.
10. In the URL of Help Link field, enter the URL of the sapwdp_gateway.html file. For
example, the URL you enter may look similar to
http://help.myco.com:50000/front/hemi/sapwdp_gateway.html.
11. Save your changes.

Siebel CRM (On Premise)
Content will be launched directly from the Contents link from the Siebel Help menu. It is
also possible to create a link to the Player in the existing Siebel Help page.

To set up help integration on the Siebel web server:

1. Go to the Siebel appication server and find the …/SWEApp/Public/ (installation)
folder.
2. Find the folder for the language of the content you recorded and locate the Help
folder within it, then find and open the Siebhelp.css file and edit it as described in
the next step.
3. Add the behavior:url command to the body section as indicated below:
body {
margin-top: 4px;
margin-bottom: 4px;
font-family: Verdana, Geneva, Arial, Helvetica, sans-serif;
font-size: 8pt;

19


behavior:url(../hemi/odgateway.htc); //Add this line
}
4. Save the Siebhelp.css file.
5. Locate the /hemi folder under Siebel7 in the published content folder.
6. Copy the /hemi folder and paste it in the language folder on the Siebel server.
7. Repeat this procedure for every language you want to configure.

Note: If you want the Contents link to open the Siebel Help page with the Player link in the
header area, change the Show Siebel Help option in the Configuration Utility.

Use SmartHelp for Browser-based Applications
For browser-based applications, the SmartHelp toolbar button can be used to deploy
in-application performance support. SmartHelp can be used for context-sensitive
ExactMatch or SmartMatch content for various target and non-target applications.

The traditional Help Integration approach is recommended for deploying context-sensitive
in-application performance support content for a single target application as it does not
require the SmartHelp toolbar button to be distributed to end-user desktops. However, if
content is being deployed for multiple browser-based target applications or for non-target
applications, then SmartHelp may be a consistent way to deliver help for all browser-based
applications.

SmartHelp is a toolbar button for Internet Explorer and Firefox browsers. Browser-based
applications that suppress the browser's toolbar may not take advantage of the SmartHelp
features. SmartMatch functionality for non-target applications (statistically relevant
content items ranked in order to generate the list of applicable content items) is only
available with the SmartHelp toolbar button.

It is possible to configure the same SmartHelp toolbar button to deploy multiple
browser-based target applications as well as non-targeted applications. The end users will
benefit from ExactMatch behavior when using the SmartHelp toolbar button for target
applications and SmartMatch behavior when using the SmartHelp toolbar button for
non-targeted browser-based applications.

SmartHelp Installation Requirements for Internet Explorer
The user who installs, configures, and uninstalls SmartHelp must have administrator rights
to the local computer. Medium or medium-low security is recommended for the published
content. In the Security tab, Local Intranet and Trusted Sites have the recommended
security levels. For SmartHelp to work properly, the following settings should be as
follows:

• Download signed ActiveX controls: Enable or Prompt

• Run ActiveX controls and plug-ins: Enable

• Script ActiveX controls marked safe for scripting: Enable

Note: If Internet Explorer and the operating system have Protected Mode support, the content
locations and applications used with SmartHelp must have the same Internet Explorer mode,
either Protected or Unprotected.

20


Install SmartHelp for Internet Explorer
An ActiveX control must be installed on the end-user system to enable the SmartHelp for
Internet Explorer. A key feature of ActiveX controls is their simple “download and execute”
deployment model.

Users can install SmartHelp by accessing the following page from Internet Explorer:

http://<server>/<content_directory>/smarthelpsetup.html
In Windows Operating systems at least Power User or higher (Administrator) privileges are
necessary for installation. System administrators may need to modify permissions for
users or applicable groups. It is recommended that URL for SmartHelp is part of a Internet
Explorer security zone that is equivalent to either Low or Medium-low pre-defined settings.

Troubleshooting

When the smarthelpsetup.html page displays an error, additional information is available
by appending ?diagnosticmode to the URL. For example:

http://<server>/<content_directory>/smarthelpsetup.html?diagnostic
mode
In most cases, after you restart the browser the new toolbar button will appear
automatically. However, if the user has customized the Internet Explorer toolbar, the new
button may not appear. In this case, the toolbar button is added to the choices in the
Customize Toolbar dialog box, and it will appear if the toolbar is reset. For more
information, see the article on the Microsoft Developer Network at
http://msdn2.microsoft.com/en-us/library/Aa753588.aspx.

Depending on the version of Internet Explorer you are using, the entire toolbar may not
display. The SmartHelp button will be added in the dropdown list area for more buttons.

Upgrade SmartHelp

If the published content on the server is refreshed or upgraded, the new content could
contain a newer SmartHelp version with newer resources. The SmartHelp button from the
previous version cannot load the newer content. For SmartHelp to upgrade itself, the user
must launch the setup.

If SmartHelp does not work after a browser upgrade, the setup page can be launched to
upgrade or reconfigure it.

Uninstall from Internet Explorer

In the System folder under the Windows folder, locate the Downloaded Program Files
folder. Remove the HEMIIEButton class.

See the Microsoft Windows Knowledge Base article 15485 at
http://support.microsoft.com/kb/154850 for additional details about uninstalling and
ActiveX component. You will need to follow the instructions to remove the HemiIEButton
Class.

Install SmartHelp for Firefox
An administrator needs to add the .xpi and .jar MIME types before the SmartHelp button
can be installed on Firefox.

21


Users can install the toolbar button by accessing the following page from the Firefox
browser:

http://<server>/<content_directory>/smarthelpsetup.html
When installation is complete, users must use the Restart Firefox button in the Add-ons
dialog box or the button will not be configured properly. Users may then need to add the
button to their toolbar with the Customize option.

To successfully install the SmartHelp button on Firefox, the location of the deployed
content must be added to the addon exception list.

Upgrade SmartHelp

If the published content on the server is refreshed or upgraded, the new content could
contain a newer SmartHelp version with newer resources. The SmartHelp button from the
previous version cannot load the newer content. For SmartHelp to upgrade itself, the user
must launch the setup.

If SmartHelp does not work after a browser upgrade, the setup page can be launched to
upgrade or reconfigure it.

Uninstall from Firefox

Please see Firefox documentation to remove the SmartHelp addon.

Change the Name of SmartHelp
You can change the button name, tooltip and other related messages containing
SmartHelp. Since SmartHelp is part of the Player package, you must customize the Player
publishing style. See Customize Publishing Styles in the Content Development manual for
more information.

Note: Changing the name of the SmartHelp button will not change existing directory structure,
filenames, and documented references in the product.

It s recommended that you change the name in the Library prior to publishing content and
deploying SmartHelp to the end users.

To change the name of SmartHelp.

1. Navigate to the
System/Publishing/Styles/<category>/Player/lang/<language>/stdhemi/hemi/sma
rthelp folder in the Library.
2. Open the strings.resources.xml file in any text editor.
3. Update the PRODUCTNAME value with the desired name.
4. Save the file.
5. Repeat for additional languages, as necessary.

22

Index

Index
help integration • 15
A

Agile PLM
help integration • 10 Implementation methods • 3
Implementation methods • 3 S
multi-language options • 7
multi-language options • 7 SAP GUI for HTML
configure SmartHelp • 6
C

CA Clarity PPM
configure SmartHelp • 6 help integration • 15
help integration for ver. 8 • 10 Implementation methods • 3
Implementation methods • 3 multi-language options • 7
multi-language options • 7 special options • 9
CA Service Desk SAP GUI for Windows
configure SmartHelp • 6 help integration • 15
Implementation methods • 3 Implementation methods • 3
Configuration Utility • 4 multi-language options • 7
Content special options • 9
Obtain content • 4 SAP NetWeaver Portal
E

ExactMatch
definition • 1
H
Implementation methods • 3
Help integration multi-language options • 7
J
definition • 1, 3 special options • 10
JD Edwards EnterpriseOne Siebel CRM (On Premise)
configure SmartHelp • 6 configure SmartHelp • 6
help integration • 11 help integration • 19
Implementation methods • 3 Implementation methods • 3
multi-language options • 7 multi-language options • 7
JD Edwards World SmartHelp
help integration • 11 change name • 22
Implementation methods • 3 configure SmartHelp • 6
M
multi-language options • 7 definition • 1, 3
Microsoft Dynamics CRM installation • 21
configure SmartHelp • 6 SmartMatch
help integration • 12 definition • 1
O
Oracle CRM On Demand
Oracle E-Business Suite
custom library • 12
special options • 9
Oracle Fusion
Oracle Hyperion EPM
Oracle Transportation Management
P
PeopleSoft Enterprise

23

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