eGain Knowledge+AI

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website:	Go to site
Description:	eGain Knowledge+AI (formerly eGain KnowledgeAgent) is a knowledge management (KM) system used for collecting information. The software incorporates the client server architecture, which utilizes a knowledge agent to provide the user with the information needed to perform their task via intranet or extranet from a common knowledge base. This technology has an on-premise version and can be deployed in the Amazon Web Services (AWS) cloud. This product stores data in Microsoft Structured Query Language (SQL) Server database. The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software installations on VMs within VA-controlled cloud environments (e.g. VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC, which are listed in the VAEC Service Catalog, and those controlled and managed by an external Cloud Service Provider (i.e. SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://dvagov.sharepoint.com/sites/OITECSO
Technology/Standard Usage Requirements:	Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information:	This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision:	View Decisions

Decision Source:	TRM Mgmt Group
Decision Process:	One-VA TRM v23.12
Decision Date:	12/06/2023 at 02:43:58 UTC
Aliases:	eGain KnowledgeAgent +Al, eGain KnowledgeAgent
Introduced By:	TRM Request
Vendor Name:	eGain

Vendor Release Information

The Vendor Release table provides the known releases for the TRM Technology, obtained from the vendor (or from the release source).

Version	Release Date	Vendor End of Life Date	Vendor Desupport Date
10.0	06/30/2011
11.0	11/02/2012
11.13	01/23/2015
14.1	11/30/2015
15.5.x	03/06/2017
17.x	06/30/2017
21.x

Current Decision Matrix (12/01/2023)

Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.

The VA Decision Matrix displays the current and future VA IT position regarding different releases of a TRM entry. These decisions are based upon the best information available as of the most current date. The consumer of this information has the responsibility to consult the organizations responsible for the desktop, testing, and/or production environments to ensure that the target version of the technology will be supported. Any major.minor version that is not listed in the VA Decision Matrix is considered unapproved for use.

Legend:

White	Approved: The technology/standard has been approved for use.
Yellow	Approved w/Constraints: The technology/standard can be used within the specified constraints located below the decision matrix in the footnote[1] and on the General tab.
Gray	Unapproved: This technology or standard can be used only if a POA&M review is conducted and signed by the Authorizing Official Designated Representative (AODR) as designated by the Authorizing Official (AO) or designee and based upon a recommendation from the POA&M Compliance Enforcement, has been granted to the project team or organization that wishes to use the technology.
Orange	Divest: VA has decided to divest itself on the use of the technology/standard. As a result, all projects currently utilizing the technology/standard must plan to eliminate their use of the technology/standard. Additional information on when the entry is projected to become unapproved may be found on the Decision tab for the specific entry.
Black	Prohibited: The technology/standard is not (currently) permitted to be used under any circumstances.
Blue	Planning/Evaluation Constraint:The period of time this technology is currently being evaluated, reviewed, and tested in controlled environments. Use of this technology is strictly controlled and not available for use within the general population. If a customer would like to use this technology, please work with your local or Regional OI&T office and contact the appropriate evaluation office displayed in the notes below the decision matrix. The Local or Regional OI&T office should submit an inquiry to the TRM if they require further assistance or if the evaluating office is not listed in the notes below.

Release/Version Information:

VA decisions for specific versions may include a ‘.x’ wildcard, which denotes a decision that pertains to a range of multiple versions.

For example, a technology approved with a decision for 7.x would cover any version of 7.(Anything) - 7.(Anything). However, a 7.4.x decision would cover any version of 7.4.(Anything), but would not cover any version of 7.5.x or 7.6.x on the TRM.

VA decisions for specific versions may include ‘+’ symbols; which denotes that the decision for the version specified also includes versions greater than what is specified but is not to exceed or affect previous decimal places.

For example, a technology approved with a decision for 12.6.4+ would cover any version that is greater than 12.6.4, but would not exceed the .6 decimal ie: 12.6.401 is ok, 12.6.5 is ok, 12.6.9 is ok, however 12.7.0 or 13.0 is not.

<Past

CY2017

CY2018

CY2019

Future>

Release

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

10.0

Unapproved

11.0

Divest
[2, 3, 4]

Divest
[2, 5, 6, 7]

Divest
[5, 8, 9, 10]

Divest
[5, 8, 10, 11]

Divest
[5, 8, 10, 11, 12]

Unapproved

11.13

Divest
[2, 3, 4]

Divest
[2, 5, 6, 7]

Divest
[5, 8, 9, 10]

Unapproved

14.1

Approved w/Constraints
[2, 3, 4]

Approved w/Constraints
[2, 5, 6, 7]

Approved w/Constraints
[5, 8, 9, 10]

Approved w/Constraints
[5, 8, 10, 11]

Approved w/Constraints
[5, 8, 10, 11, 12]

Divest
[5, 8, 10, 11, 12]

Unapproved

15.5.x

Unapproved

Approved w/Constraints
[2, 5, 6, 7]

Approved w/Constraints
[5, 8, 9, 10]

Approved w/Constraints
[5, 8, 10, 11]

Approved w/Constraints
[5, 8, 10, 11, 12]

Divest
[8, 10, 11, 12, 13]

Unapproved

17.x

Unapproved

Approved w/Constraints
[5, 8, 10, 11, 12]

Approved w/Constraints
[8, 10, 11, 12, 13]

21.x

Unapproved

Decision Constraints


[1]	Federal Information Processing Standards (FIPS 140-2) certified encryption must be used to encrypt data in transit if Personally Identifiable Information (PII)/ Protected Health Information (PHI), or Veteran Affairs (VA) sensitive information is involved or additional mitigating controls must be documented in an approved System Security Plan (SSP). VA users must ensure that VA sensitive data is properly protected in accordance to VA 6500 and the Federal Information Security Management Act (FISMA).

[2]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[3]	Per the Initial Product Review, for eGain KnowledgeAgent intranet deployments, Active Directory must be used for authentication.

[4]	Due to potential information security risks, cloud based versions of this product are not permitted without a waiver signed by the Deputy CIO of ASD based upon a recommendation from the Architecture and Engineering Review Board (AERB). In addition, cloud based features of this software may not be used without an Enterprise Security Change Control Board (ESCCB) approval to ensure that confidential organization and/or PII/PHI data are not compromised (ref: VA Directive 6004, VA Directive 6517 and VA Directive 6513). Use of public cloud storage requires documented Federal Risk and Authorization Management Program (FedRAMP) compliance and a Memorandum of Understanding / Interconnection Security Agreement (MOU/ISA) between the vendor and VA prior to ESCCB review.

[5]	For eGain KnowledgeAgent intranet deployments, Active Directory must be used for authentication.

[6]	Per the May 5th, 2015 memorandum from the VA Chief Information Security Officer (CISO) FIPS 140-2 Validate Full Disk Encryption (FOE) for Data at Rest in Database Management Systems (DBMS) and in accordance with Federal requirements and VA policy, database management must use Federal Information Processing Standards (FIPS) 140-2 compliant encryption to protect the confidentiality and integrity of VA information at rest at the application level. If FIPS 140-2 encryption at the application level is not technically possible, FIPS 140-2 compliant full disk encryption (FOE) must be implemented on the hard drive where the DBMS resides. Appropriate access enforcement and physical security control must also be implemented. All instances of deployment using this technology should be reviewed to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. It is the responsibility of the system owner to work with the local CIO (or designee) and Information Security Officer (ISO) to ensure that a compliant DBMS technology is selected and that if needed, mitigating controls are in place and documented in a System Security Plan (SSP).

[7]	Due to potential information security risks, cloud based technologies may not be used without an Enterprise Security Change Control Board (ESCCB) approval. This body is in part responsible for ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[8]	Per the May 5th, 2015 memorandum from the VA Chief Information Security Officer (CISO) FIPS 140-2 Validate Full Disk Encryption (FOE) for Data at Rest in Database Management Systems (DBMS) and in accordance with Federal requirements and VA policy, database management must use Federal Information Processing Standards (FIPS) 140-2 compliant encryption to protect the confidentiality and integrity of VA information at rest at the application level. If FIPS 140-2 encryption at the application level is not technically possible, FIPS 140-2 compliant full disk encryption (FOE) must be implemented on the hard drive where the DBMS resides. Appropriate access enforcement and physical security control must also be implemented. All instances of deployment using this technology should be reviewed to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. It is the responsibility of the system owner to work with the local CIO (or designee) and Information Security Officer (ISO) to ensure that a compliant DBMS technology is selected and that if needed, mitigating controls are in place and documented in a System Security Plan (SSP).

[9]	Due to potential information security risks, cloud based technologies may not be used without the approval of the VA Enterprise Cloud Services (ECS) Group. This body is in part responsible for ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[10]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[11]	Due to potential information security risks, cloud based technologies may not be used without the approval of the Enterprise Cloud Solution Office (ECSO). This body is in part responsible for ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[12]	Technology must remain patched and operated in accordance with Federal and Department security policies and guidelines in order to mitigate known and future security vulnerabilities.

[13]	If product is used with Java Development Kit (JDK) Oracle, then JDK must follow mandated minimum patch levels as identified in the corresponding JDK TRM entry.

Note:

At the time of writing, version 21.14 is the most current version, released 11/22/2023.

References

The following reference(s) are associated with this entry:
Type	Name	Source	Description

Technology Components

Note: This list may not be complete. No component, listed or unlisted, may be used outside of the technology in which it is released. The usage decision for a component is found in the Decision and Decision Constraints.
Name	Description
No components have been identified for this entry.

VA Categories View the VA Categorization Framework

Domain Area	Category	Customer Guidance	Category Locked By ELT Date
Systems Management Systems Management Tools	Knowledge Management

Operating Systems Supported by the Technology

Red Hat Enterprise Linux (RHEL) - Approved w/Constraints
Windows Client - Approved w/Constraints
Windows Server - Approved w/Constraints

Technologies/Standards Relationships

Runtime Dependencies:

Apache Hypertext Transfer Protocol (HTTP) Server - (required for some configurations)
Java Runtime Environment (JRE) - Oracle
JDK - Oracle Java Standard Edition (SE) Development Kit
Microsoft Edge. - (required for some configurations)
Microsoft Internet Information Services (IIS)
Microsoft Structured Query Language (SQL) Server - (required for some configurations)
Safari - (required for some configurations)
WebLogic Server - (required for some configurations)
WildFly

Comparable Technologies:

Wellspring for Technology Transfer

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

At the time of writing, no National Institute of Standards and Technology (NIST) vulnerabilities had been reported and no VA Cyber Security Operations Center (CSOC) bulletins had been issued for the latest versions of this technology.

Adoption Risks

The potential exists to store Personally Identifiable Information (PII), Protected Health Information (PHI) and/or VA Sensitive data and proper security standards must be followed in these cases.
There is limited publicly available technical documentation for this technology.
This technology relies on Java Development Kit (JDK) - Oracle, which has a rapid release and update schedule.
This technology relies on Java Runtime Environment (JRE) - Oracle, which has a rapid release and update schedule.
Due to the rapid release schedule of this technology, the VA may be unable to update to the most recent patch and may require a deployment model requiring the use of specific versions.
eGain Knowledge+AI is not Federal Information Processing Standards (FIPS) 140-2 compliant.
eGain Knowledge+AI can be deployed in eGain’s cloud environment or as Intranet solution.
This technology can integrate with and alter database technologies.

Architectural Benefits

This technology is portable as it runs on multiple TRM-approved operating systems.
This technology can use a VA-preferred database.

Architectural Risks

This technology includes cloud-based functionality which has potential information security risks.

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VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (12/01/2023)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (12/01/2023)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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