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• Eliminating Downtime During Database Upgrades: A Customer Case Study

  - by irem.radzik(at)oracle.com

  Planned outages, such as database, OS, hardware upgrades and migrations, are a fact of life. Even though they are "planned" and many of them are performed during "off business hours", they can still interrupt operations-- especially for global operations and online businesses. For this reason many IT organizations postpone these critical infrastructure improvement projects, which in turn result in delays in advancing business operations. This week, on Thursday January 13th, we will host a free webcast on this topic, and will feature Oracle GoldenGate's customer Atmos Energy. Atmos Energy implemented Oracle GoldenGate for eliminating downtime during their database upgrade from Oracle Database 8.1.7 to Oracle Database 11.1.0.7. Jos Francis, Lead DBA for Atmos, and Ronald Nedd, Sr. DBA for Atmos, will be presenting their database upgrade project and their solution architecture. Join us at this live webcast and hear from our customer and product management how to eliminate planned outages with Oracle GoldenGate's real-time, heterogeneous data replication capabilities.

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• UPK & Tutor Customer Roundtable Discussions

  - by [email protected]

  UPK & Tutor Developers are a creative bunch and we hear from lots of customers using our tools in a variety of ways that bring value to their organizations. A large retail organization uses UPK to teach cash handling skills at each of their stores, a national packaging company uses it for their phone system training. A university's technical team uses UPK to capture customizations that are being made to their HCM and FIN applications, building a library of topics purely for the technical team around how customizations were done including who requested them and why. When it comes time to upgrade, it's easy for them to determine if a customization needs to be carried forward and if so, they know exactly how it was done previously. Almost every customer has a story, and we've captured some of them via our quarterly UPK & Tutor Customer Roundtable iSeminar series and we continue to add more. Click this link to hear how customers like you are using UPK & Tutor in their organizations. Who knows, you may pick up some new tricks to wow your colleagues and management!

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• Changing the Game: Why Oracle is in the IT Operations Management Business

  - by DanKoloski

  v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Calibri","sans-serif"; mso-bidi-font-family:"Times New Roman";} Next week, in Orlando, is the annual Gartner IT Operations Management Summit. Oracle is a premier sponsor of this annual event, which brings together IT executives for several days of high level talks about the state of operational management of enterprise IT. This year, Sushil Kumar, VP Product Strategy and Business Development for Oracle’s Systems & Applications Management, will be presenting on the transformation in IT Operations required to support enterprise cloud computing. IT Operations transformation is an important subject, because year after year, we hear essentially the same refrain – large enterprises spend an average of two-thirds (67%!) of their IT resources (budget, energy, time, people, etc.) on running the business, with far too little left over to spend on growing and transforming the business (which is what the business actually needs and wants). In the thirtieth year of the distributed computing revolution (give or take, depending on how you count it), it’s amazing that we have still not moved the needle on the single biggest component of enterprise IT resource utilization. Oracle is in the IT Operations Management business because when management is engineered together with the technology under management, the resulting efficiency gains can be truly staggering. To put it simply – what if you could turn that 67% of IT resources spent on running the business into 50%? Or 40%? Imagine what you could do with those resources. It’s now not just possible, but happening. This seems like a simple idea, but it is a radical change from “business as usual” in enterprise IT Operations. For the last thirty years, management has been a bolted-on afterthought – we pick and deploy our technology, then figure out how to manage it. This pervasive dysfunction is a broken cycle that guarantees high ongoing operating costs and low agility. If we want to break the cycle, we need to take a more tightly-coupled approach. As a complete applications-to-disk platform provider, Oracle is engineering management together with technology across our stack and hooking that on-premise management up live to My Oracle Support. Let’s examine the results with just one piece of the Oracle stack – the Oracle Database. Oracle began this journey with the Oracle Database 9i many years ago with the introduction of low-impact instrumentation in the database kernel (“tell me what’s wrong”) and through Database 10g, 11g and 11gR2 has successively added integrated advisory (“tell me how to fix what’s wrong”) and lifecycle management and automated self-tuning (“fix it for me, and do it on an ongoing basis for all my assets”). When enterprises take advantage of this tight-coupling, the results are game-changing. Consider the following (for a full list of public references, visit this link): British Telecom improved database provisioning time 1000% (from weeks to minutes) which allows them to provide a new DBaaS service to their internal customers with no additional resources Cerner Corporation Saved $9.5 million in CapEx and OpEx AND launched a brand-new cloud business at the same time Vodafone Group plc improved response times 50% and reduced maintenance planning times 50-60% while serving 391 million registered mobile customers Or the recent Database Manageability and Productivity Cost Comparisons: Oracle Database 11g Release 2 vs. SAP Sybase ASE 15.7, Microsoft SQL Server 2008 R2 and IBM DB2 9.7 as conducted by independent analyst firm ORC. In later entries, we’ll discuss similar results across other portions of the Oracle stack and how these efficiency gains are required to achieve the agility benefits of Enterprise Cloud. Stay Connected: Twitter |  Face book |  You Tube |  Linked in |  Newsletter

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• Access Control Management Tool ACM.exe

  - by kaleidoscope

  The Access Control Management Tool (Acm.exe) is a command-line tool you can use to perform management operations (CREATE, UPDATE, GET, GET ALL, and DELETE) on the AppFabric Access Control entities (scopes, issuers, token policies, and rules). Basic Syntax The command line for Acm.exe follows the basic pattern of verb-noun. For example: acm.exe <command> <resource> [-option:<option value>] This tool will automatically generate random keys, which helps ensure that they can't easily be guessed by an attacker. Note that ACM.EXE is a thin wrapper around a REST Web Service (the AC management service). That helps to remember the commands it accepts, which are the typical resource management commands for a REST service: · Get(All) · Create · Update · Delete ACM.EXE.config file can be used to configure Host, Service and the Management key for a Service Namespace. Geeta, G

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• The Nine Cs of Customer Engagement

  - by Michael Snow

  Avoid Social Media Fatigue - Learn the 9 C's of Customer Engagement inside the Click Here The order you must follow to make the colored link appear in browsers. If not the default window link will appear 1. Select the word you want to use for the link 2. Select the desired color, Red, Black, etc 3. Select bold if necessary ___________________________________________________________________________________________________________________ Templates use two sizes of fonts and the sans-serif font tag for the email. All Fonts should be (Arial, Helvetica, sans-serif) tags Normal size reading body fonts should be set to the size of 2. Small font sizes should be set to 1 !!!!!!!DO NOT USE ANY OTHER SIZE FONT FOR THE EMAILS!!!!!!!! ___________________________________________________________________________________________________________________ -- Have We Hit a Social-Media Plateau? In recent years, social media has evolved from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value. Yet, time is running out for businesses to make the most out of this channel. This isn’t a warning. It’s a fact. Join leading industry analyst R “Ray” Wang as he explains how to apply the nine Cs of engagement to strengthen customer relationships. Learn: How to overcome social-media fatigue and make the most of the medium Why engagement is the most critical factor in the age of overexposure The nine pillars of successful customer engagement Register for the eighth Webcast in the Social Business Thought Leaders series today. Register Now Thurs., Sept. 20, 2012 10 a.m. PT / 1 p.m. ET Presented by: R “Ray” Wang Principal Analyst and CEO, Constellation Research Christian Finn Senior Director, Product Management Oracle Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Contact Us | Legal Notices and Terms of Use | Privacy Statement SEV100103386 Oracle Corporation - Worldwide Headquarters, 500 Oracle Parkway, OPL - E-mail Services, Redwood Shores, CA 94065, United States Your privacy is important to us. You can login to your account to update your e-mail subscriptions or you can opt-out of all Oracle Marketing e-mails at any time.Please note that opting-out of Marketing communications does not affect your receipt of important business communications related to your current relationship with Oracle such as Security Updates, Event Registration notices, Account Management and Support/Service communications.

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• EBS Accounts Payables Customer Advisory

  - by cwarticki

  Blogging to let you know of an important set of Oracle Payables patches that were released for R12.1 customers.  Accounts Payable Customer Advisory: Dear Valued Oracle Support Customer, Since the release of R12.1.3 a number of recommended Payables patches have been made available as standalone patches, to help address important business process incidents. Adoption of these patches is highly recommended. To further facilitate adoption of these Payables patches Oracle has consolidated them into a single Recommended Patch Collection (RPC). The RPC is a collection of recommended Payables patches created with the following goals in mind: Stability: Help address issues that are identified by Oracle Development and Oracle Software Support that may interfere with the normal completion of important business processes such as period close. Root Cause Fixes: Help make available root cause fix for data integrity that may delay period close, normal invoice flow and other business actions. Compact: Keep the file footprint as small as possible to help facilitate the install process and minimize testing. Granular: Collection of patches based on functional area that allows customer to apply, based on their individual needs and goals, all three RPC’s at once or in phases. Payables: -          New AP RPC (14273383:R12.AP.B) has all data corruption root cause fixes known to date plus tons of other crucial fixes (Note: 1397581.1). -          Companion must have RPCs: o   Note: 1481221.1: R12.1: Payments Recommended Patch Collection (IBY RPC), August 2012 o   Note: 1481235.1: R12.1: E-Business Tax Recommended Patch Collection (ZX RPC), August 2012 o   Note: 1481222.1: R12.1: Sub Ledger Accounting (SLA) Recommended Patch Collection (XLA RPC), August 2012 -          This time we beat the system far harder on testing and it held up remarkably well. We could not get any data corruption events in the Invoice Cancel/Discard flow (that is the #1 generator) neither we could cause Orphan Events in the system. Therefore this is very good code. Financials: -          ALL FIN modules now have RPCs: full listing is in (Note: 954704.1)

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• Twitter Customer Sentiment Analysis

  - by Liam McLennan

  The breakable toy that I am currently working on is a twitter customer sentiment analyser. It scrapes twitter for tweets relating to a particular organisation, applies a machine learning algorithm to determine if the content of tweet is positive or negative, and generates reports of the sentiment data over time, correlated to dates, events and news feeds. I’m having lots of fun building this, but I would also like to learn if there is a market for quantified sentiment data. So that I can start to show people what I have in mind I have created a mockup of the simplest and most important report. It shows customer sentiment over time, with important events highlighted. As the user moves their mouse to the right (forward in time) the source data area scrolls up to display the tweets from that time. The tweets are colour coded based on sentiment rating. After I started working on this project I discovered that a team of students have already built something similar. It is a lot of fun to enter your employers name and see what it says.

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• WebCenter Customer Webcast - Nov 27th/28th

  - by Kellsey Ruppel

  WebCenter Customer Webcast - Nov 27th/28th Join the Oracle WebCenter team on this all important webcast as we present the latest product direction that was recently shared at the Oracle OpenWorld 2012 conference in San Francisco, CA. This next Oracle WebCenter Quarterly Customer Update Webcast is scheduled to air on Nov 27th (Nov 28th in Asia Pacific). We will also be sharing the latest product updates and key support announcements that all Oracle WebCenter professionals and solution owners need to know. Don’t miss out on getting the latest information! There will be two live sessions with Q&A at the end of each session. Register for Session 1 -  Nov 27th 9am San Francisco, 12pm New York, 5 pm London Register for Session 2 – Nov 28thth 9am Singapore, 11am Sydney, (27th) 6pm San Francisco

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• Oracle Transportation Management 6 Essentials (1Z1-578) Certified Implementation Exam Is Available In Beta

  - by swalker

  The Oracle Transportation Management 6 Essentials (1Z1-578) exam beta, available until December 23, is designed for individuals who possess a strong foundation and expertise in selling or implementing Oracle Transportation Management solutions. This certification exam covers topics such as OTM Core Functionality and Shipment Planning Overview, Fleet Management and Payment, Agents, Multi-Legs, Multi-Stops and Workflows. Up-to-date training and field experience are recommended. The Oracle Transportation Management Implementation Specialist certification recognizes OPN members as OPN Certified Specialists. This certification differentiates OPN members in the marketplace by providing a competitive edge through proven expertise, and helps the OPN member's partner organization qualify for the Oracle Transportation Management Specialization. Take advantage of a free exam now and send your request for a beta exam voucher to [email protected].

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• In this example, would Customer or AccountInfo properly be the entity group parent?

  - by Badhu Seral

  In this example, the Google App Engine documentation makes the Customer the entity group parent of the AccountInfo entity. Wouldn't AccountInfo encapsulate Customer rather than the other way around? Normally I would think of an AccountInfo class as including all of the information about the Customer. import javax.jdo.annotations.IdGeneratorStrategy; import javax.jdo.annotations.PersistenceCapable; import javax.jdo.annotations.Persistent; import javax.jdo.annotations.PrimaryKey; import com.google.appengine.api.datastore.Key; import com.google.appengine.api.datastore.KeyFactory; @PersistenceCapable public class AccountInfo { @PrimaryKey @Persistent(valueStrategy = IdGeneratorStrategy.IDENTITY) private Key key; public void setKey(Key key) { this.key = key; } } // ... KeyFactory.Builder keyBuilder = new KeyFactory.Builder(Customer.class.getSimpleName(), "custid985135"); keyBuilder.addChild(AccountInfo.class.getSimpleName(), "acctidX142516"); Key key = keyBuilder.getKey(); AccountInfo acct = new AccountInfo(); acct.setKey(key); pm.makePersistent(acct);

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• A new clients come into my web agency. How to configure email and social accounts to work better? [on hold]

  - by Marco Panichi

  I created websites for many years but still have not found the right way to organize all the email and social accounts of every clients. I mean, every web agency follows dozens of customers. Each client needs at least Google Analytics, AdWords, a Facebook page, a Twitter profile, a Youtube channel, probably a listing on Google Places and maybe a Mail Chimp (or similar) account. The web agency, in my opinion, must own these accounts, use them to deliver results to the customer and -of course- make them available to the customer for two reasons: - The customer must be able to see how things are going - The client must have the ability to change web agency without suffering The web agency, however, has many problems in having all of these accounts. For example, I like the idea of having a Gmail account for each client and from that account use all the products of Google. But is not possible to create more than many Gmail account from the same ip address and with the same phone number. The web agency could invite the customer to create his own accounts but: - This is not necessary a value for the customer (indeed...) - The web agency would manage them, however, from the same ip address, incurring in problems - If phone verification occurs, the web agency has to disturb the customer for verification Have you the same problem? How to solve it?

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• Window Management for Mac OS X

  - by Paolo Maffei

  Ok, I feel dumb. I've put many hours into this and found nothing, yet. When I was using Windows I had this little tool called WinSplit Revolution. What it did was letting you divide your screen into how many and of how much size you choose "virtual monitors". You set one time of you want to divide your monitor, then everytime WinSplit is opened the monitor is automatically divided into Virtual Monitors. Screenshots: http://www.google.com/images?hl=en&q=winsplit%20revolution&um=1&ie=UTF-8&source=og&sa=N&tab=wi&biw=1045&bih=499 I'm now using a 30' which i want almost always divided into 4 equal size "virtual monitors" (plus my mbp 13' those will be 5 1280x800 virtual monitors) Now I've switched to Mac OS X and can't find anything that does just this efficiently. I tried Divvy but I found no way to divide my screen into arbitrary "virtual monitors", I need a couple of clicks to select a 3x3 space on a 9x9 grid. Before starting coding something like this can you tell me if you already know of some software that does window management like this?

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• Sharing disk volumes across OpenVZ guests to reduce Package Management Overhead

  - by andyortlieb

  Is it feasible to create a single "master" OpenVZ guest who would only be used for package management, and use something like mount --bind on several other OpenVZ guests sort of trick them into using the environment installed by the master guest? The point of this would be so that users can maintain their own containers, and yet stay in sync with the master development environment, so they'll always have the latest & greatest requirements without worrying too much about system administration. If they need to install their own packages, could put them in /opt, or /usr/local (or set a path to their home directory)? To rephrase, I would like several (developer's, for example) OpenVZ guests whose /bin, /usr (and so on...) actually refer to the same disk location as that of a master OpenVZ guest who can be started up to install and update common packages for the environment to be shared by all of this group of OpenVZ guests. For what it's worth, we're running Debian 6. Edit: I have tried mounting (bind, and readonly) /bin, /lib, /sbin, /usr in this fashion and it refuses to start the containers stating that files are already mounted or otherwise in use: Starting container ... vzquota : (error) Quota on syscall for id 1102: Device or resource busy vzquota : (error) Possible reasons: vzquota : (error) - Container's root is already mounted vzquota : (error) - there are opened files inside Container's private area vzquota : (error) - your current working directory is inside Container's vzquota : (error) private area vzquota : (error) Currently used file(s): /var/lib/vz/private/1102/sbin /var/lib/vz/private/1102/usr /var/lib/vz/private/1102/lib /var/lib/vz/private/1102/bin vzquota on failed [3] If I unmount these four volumes, and start the guest, and then mount them after the guest has started, the guest never sees them mounted.

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• Five Point Partners Reviews Oracle Utilities Mobile Workforce Management 2.0

  - by caroline.yu

  Oracle recently provided Five Point Partners, Research and Analysis Division's Warren B. Causey and Bart Thielbar a one-hour briefing of Oracle Utilities Mobile Workforce Management 2.0. Based on that briefing, Warren and Bart provided an evaluation of the new software. The review notes that this is the first major rewrite of a mobile system. Oracle Utilities has made numerous updates in structure, architecture and functionality to the software that should well-position Oracle Utilities Mobile Workforce Management 2.0 for the current utility market. Additionally, the reviewers noted that one of the most significant improvements in the new version of Oracle Utilities Mobile Workforce Management is that it has moved to the same Java technical stack of other Oracle Utilities products. Utilities can deploy the software in multiple environments including Linux, Unix and Windows. This will simplify integration with existing Oracle products, as well as with other systems, thus potentially lowering cost of installation and ownership for utilities. Overall, Warren and Bart note that Oracle Utilities now has an impressive, state-of-the-art mobile workforce management system that utilities can readily deploy in a bundle with other Oracle solutions, or use as a stand-alone system with relatively easy integration to other utility systems. They state that Oracle Utilities Mobile Workforce Management 2.0 should significantly strengthen Oracle's competitive position in the mobile workforce management solution space. To take a look at the full review, click here.

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• Oracle Enterprise Content Management 11gR1 Patch Set 3 Released

  - by michelle.huff

  We're pleased to announce an updated patch set for Oracle Enterprise Content Management 11gR1 PS3 (11.1.1.4.0). Patch Set 3 (PS3) supports additional platforms and applications, and adds several new features to the products. Highlights include: Content Server (repository for UCM, URM & I/PM): New security capabilities, file store provider updates. Desktop Integration Suite: Windows 7 64-bit and Office 2010 (32 & 64-bit) support and new "Recent Content Items" menu. Universal Content Management (UCM): Site Studio Manager for Site Studio for External Applications, new template management options and ability to run Site Studio & Site Studio for External Applications 11g components on Content Server 10gR3. Imaging and Process Management (I/PM): Now certified with Oracle Business Process Management (BPM) 11g, Oracle Single Sign On (OSSO) 10g and Oracle Access Manager (OAM) 10g, export search results to Microsoft Excel. ECM Adapter for PeopleSoft: Support for UCM 11g Managed Attachments (support for 10g released earlier in 2010) and certification with PeopleTools 8.50. Information Rights Management (IRM): Desktop support for Microsoft Office 2010, Adobe Reader X and Microsoft SharePoint 2010. Customer Webcast We'll be covering this new release in our Quarterly Customer Update Webcast scheduled for this week, January 19/20, 2011. Register today. More Information Downloads now available on Oracle Technology Network (OTN) - it will be available via eDelivery soon. Read the updated ECM documentation for 11.1.1.4.0 Review the ECM 11.1.1.4.0 Upgrade & Patch Guides See the Release Notes

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• Management Reporter Installation – Lessons Learned

  - by Ryan McBee

  After successfully completing several installations of Management Reporter this year, I wanted to share a few lessons learned that should help you. First, you will want to make sure that you install Management Reporter under a domain account as opposed to a local system or network service account. Management Reporter gives you the option to install under these accounts, but it is a be a best practice approach to use a domain account. Upon installation of Management Report, you will want to make sure that Directory Browsing is enabled within the IIS server of your site or you will have problems when you go to use Management Reporter. By default, it will be disabled in Server 2008 R2 and you will need to make the setting change under the Actions pane shown below. Lastly, you will want to make sure that SQL Server is running under a domain account. I have had multiple situations where reports have been stuck in the Queued status rather than Processing status of Management Reporter. After reviewing resolution 5 of KB 2298248, it was determined that running SQL Server under a domain account is the way to go.

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• New Content: Customer Engagement & Oracle OpenWorld Preview

  - by user462779

  Two new bits of content available on Profit Online: In A Cross-Channel Approach to Consumer Engagement, Cassandra Moren, senior director of consumer goods industry marketing at Oracle, shares her thoughts on how consumer goods manufacturers are reaping benefits from developing a direct relationship with customers: "Consumer goods manufacturers are starting to adapt in ways that mirror retailers. They are making investments in innovative technologies and processes to build the infrastructure to support the market demand. With advances in aspects like social networking, digital marketing and mobility fundamentally changing the way consumers behave, the door has opened to building a more direct relationship with their customers." We've also published a Special Report on Oracle OpenWorld that gives a great overview of recommendations for must-see sessions and insider advice from experienced attendees. For example, this top from John Matelski, newly elected president of the Independent Oracle Users Group: “Based on developments of the last 12 months, I think big data is definitely going to be hot. The challenges and opportunities of data governance will be another biggie. And there will obviously be a big emphasis on Oracle Exadata and the other Oracle Engineered Systems, with more than 100 sessions.” More updates to come as we continue to add content to Profit Online on a regular basis. Thanks for reading!

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• EJB Persist On Master Child Relationship

  - by deepak.siddappa(at)oracle.com

  Let us take scenario where in users wants to persist master child relationship. Here will have two tables dept, emp (using Scott Schema) which are having master child relation.Model Diagram: Here in the above model diagram, Dept is the Master table and Emp is child table and Dept is related to emp by one to n relationship. Lets assume we need to make new entries in emp table using EJB persist method. Create a Emp form manually dropping the fields, where deptno will be dropped as Single Selection -> ADF Select One Choice (which is a foreign key in emp table) from deptFindAll DC. Make sure to bind all field variables in backing bean.Employee Form:Once the Emp form created, If the persistEmp() method is used to commit the record this will persist all the Emp fields into emp table except deptno, because the deptno will be passed as a Object reference in persistEmp method  (Its foreign key reference). So directly deptno can't be passed to the persistEmp method instead deptno should be explicitly set to the emp object, then the persist will save the deptno to the emp table.Below solution is one way of work around to achieve this scenario -Create a method in sessionBean for adding emp records and expose this method in DataControl.     For Ex: Here in the below code 'em" is a EntityManager.            private EntityManager em - will be member variable in sessionEJBBeanpublic void addEmpRecord(String ename, String job, BigDecimal deptno) { Emp emp = new Emp(); emp.setEname(ename); emp.setJob(job); //setting the deptno explicitly Dept dept = new Dept(); dept.setDeptno(deptno); //passing the dept object emp.setDept(dept); //persist the emp object data to Emp table em.persist(emp); }From DataControl palette Drop addEmpRecord as Method ADF button, In Edit action binding window enter the parameter values which are binded in backing bean.     For Ex:     If the name deptno textfield is binded with "deptno" variable in backing bean, then El Expression Builder pass value as "#{backingbean.deptno.value}"Binding:

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• Oracle Service Cloud May 2014 Release – Focus on your driving by JP Saunders

  - by Tuula Fai

  The next time you’re twiddling dials on your car’s dashboard to get the air to blow in the right direction, and the right song to play on the stereo, while pulling on the wires to charge your phone and punching in passwords to re-sync your hands-free headset to take a call, consider this… Does having a better dashboard UI in your car improve your driving performance? The Tesla car has one of the most modern and intuitive dashboards in any commercial car today. It is actually based on the design of a smart phone, which can download apps and updates directly from the cloud.  The 17” touchscreen, Lynx-based dashboard totally integrates all channels and devices, allowing the driver to focus on the smooth driving and power of this luxury (toy) car.  What the folks at Tesla didn't do was avoid the complexity of our needs. Instead, they streamlined them. And, while we might not all be able to afford a Tesla, their approach demonstrates that a modern UI approach can ultimately make a positive difference in our lives and businesses.  This is why the productivity and effectiveness of a Modern Contact Center is many times greater than that of a traditional contact center. Agents in a Modern Contact Center get to focus on the task at hand, the customer engagement, rather than stumbling their way through Lego blocks of complexity.  The Oracle Service Cloud is a modern approach to customer service that empowers your agents to achieve greater focus on improving your operational and strategic success through streamlined business processes.  Here are some of the recent May 2014 release highlights to the Oracle Service Cloud: Performance Enhanced Desktop UI A modern agent desktop interface that optimizes clumsy tasks, logins, screens and workflows and is optimized for agent and system performance. Improvements include performance for drag-and-drop configurable views, saved searches, and improved caching for high-speed performance even during disconnected or slow internet access.  Customer Experience Routing A streamlined automatic way to connect the right customer need to the best agent skills, based on multidimensional variables such as product skills, language skills, workload, call volume to optimize the connection and resolution experience. On-The-Go Mobile Improvements to the Agent mobile app that extend connectivity to websites, and customer surveys that are mobile-ready and rendered for any device, and ensure the customer’s voice is captured while the insight is still top of mind.  Infused Social Engagement Enhancements to infused social capabilities allow agents to respond in social threads directly from within the agent desktop, with the information becoming part of the incident record for automatic actions (such as replay or escalate) triggered off the response. Front-End Siebel Contact Center The market leading online Web Customer Self-Service interface from the Oracle Service Cloud, is now out-of-the-box ready for Oracle Siebel customers. Deploy a new online web self-service interface in a matter of weeks to have customers self-serve and self-solve answers, with escalated incidents routed directly into the Oracle Siebel Contact Center. For more information on the latest enhancements for the Oracle Service Cloud, please see the Oracle Service Cloud May 2014 Capabilities and Benefits. Related blogs: Oracle Service Cloud Feb 2014

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• Programmer's obligation of the software developed for a client.

  - by jeffreyandlilia

  Am i obligated to give the source code and support of the software I have created for a client especially if the client wanted to add some functionalities? For how long?

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• Learning AngularJS by Example – The Customer Manager Application

  - by dwahlin

  I’m always tinkering around with different ideas and toward the beginning of 2013 decided to build a sample application using AngularJS that I call Customer Manager. It’s not exactly the most creative name or concept, but I wanted to build something that highlighted a lot of the different features offered by AngularJS and how they could be used together to build a full-featured app. One of the goals of the application was to ensure that it was approachable by people new to Angular since I’ve never found overly complex applications great for learning new concepts. The application initially started out small and was used in my AngularJS in 60-ish Minutes video on YouTube but has gradually had more and more features added to it and will continue to be enhanced over time. It’ll be used in a new “end-to-end” training course my company is working on for AngularjS as well as in some video courses that will be coming out. Here’s a quick look at what the application home page looks like: In this post I’m going to provide an overview about how the application is organized, back-end options that are available, and some of the features it demonstrates. I’ve already written about some of the features so if you’re interested check out the following posts: Building an AngularJS Modal Service Building a Custom AngularJS Unique Value Directive Using an AngularJS Factory to Interact with a RESTful Service Application Structure The structure of the application is shown to the right. The  homepage is index.html and is located at the root of the application folder. It defines where application views will be loaded using the ng-view directive and includes script references to AngularJS, AngularJS routing and animation scripts, plus a few others located in the Scripts folder and to custom application scripts located in the app folder. The app folder contains all of the key scripts used in the application. There are several techniques that can be used for organizing script files but after experimenting with several of them I decided that I prefer things in folders such as controllers, views, services, etc. Doing that helps me find things a lot faster and allows me to categorize files (such as controllers) by functionality. My recommendation is to go with whatever works best for you. Anyone who says, “You’re doing it wrong!” should be ignored. Contrary to what some people think, there is no “one right way” to organize scripts and other files. As long as the scripts make it down to the client properly (you’ll likely minify and concatenate them anyway to reduce bandwidth and minimize HTTP calls), the way you organize them is completely up to you. Here’s what I ended up doing for this application: Animation code for some custom animations is located in the animations folder. In addition to AngularJS animations (which are defined using CSS in Content/animations.css), it also animates the initial customer data load using a 3rd party script called GreenSock. Controllers are located in the controllers folder. Some of the controllers are placed in subfolders based upon the their functionality while others are placed at the root of the controllers folder since they’re more generic:   The directives folder contains the custom directives created for the application. The filters folder contains the custom filters created for the application that filter city/state and product information. The partials folder contains partial views. This includes things like modal dialogs used in the application. The services folder contains AngularJS factories and services used for various purposes in the application. Most of the scripts in this folder provide data functionality. The views folder contains the different views used in the application. Like the controllers folder, the views are organized into subfolders based on their functionality:   Back-End Services The Customer Manager application (grab it from Github) provides two different options on the back-end including ASP.NET Web API and Node.js. The ASP.NET Web API back-end uses Entity Framework for data access and stores data in SQL Server (LocalDb). The other option on the back-end is Node.js, Express, and MongoDB.   Using the ASP.NET Web API Back-End To run the application using ASP.NET Web API/SQL Server back-end open the .sln file at the root of the project in Visual Studio 2012 or higher (the free Express 2013 for Web version is fine). Press F5 and a browser will automatically launch and display the application. Using the Node.js Back-End To run the application using the Node.js/MongoDB back-end follow these steps: In the CustomerManager directory execute 'npm install' to install Express, MongoDB and Mongoose (package.json). Load sample data into MongoDB by performing the following steps: Execute 'mongod' to start the MongoDB daemon Navigate to the CustomerManager directory (the one that has initMongoCustData.js in it) then execute 'mongo' to start the MongoDB shell Enter the following in the mongo shell to load the seed files that handle seeding the database with initial data: use custmgr load("initMongoCustData.js") load("initMongoSettingsData.js") load("initMongoStateData.js") Start the Node/Express server by navigating to the CustomerManager/server directory and executing 'node app.js' View the application at http://localhost:3000 in your browser. Key Features The Customer Manager application certainly doesn’t cover every feature provided by AngularJS (as mentioned the intent was to keep it as simple as possible) but does provide insight into several key areas: Using factories and services as re-useable data services (see the app/services folder) Creating custom directives (see the app/directives folder) Custom paging (see app/views/customers/customers.html and app/controllers/customers/customersController.js) Custom filters (see app/filters) Showing custom modal dialogs with a re-useable service (see app/services/modalService.js) Making Ajax calls using a factory (see app/services/customersService.js) Using Breeze to retrieve and work with data (see app/services/customersBreezeService.js). Switch the application to use the Breeze factory by opening app/services.config.js and changing the useBreeze property to true. Intercepting HTTP requests to display a custom overlay during Ajax calls (see app/directives/wcOverlay.js) Custom animations using the GreenSock library (see app/animations/listAnimations.js) Creating custom AngularJS animations using CSS (see Content/animations.css) JavaScript patterns for defining controllers, services/factories, directives, filters, and more (see any JavaScript file in the app folder) Card View and List View display of data (see app/views/customers/customers.html and app/controllers/customers/customersController.js) Using AngularJS validation functionality (see app/views/customerEdit.html, app/controllers/customerEditController.js, and app/directives/wcUnique.js) More… Conclusion I’ll be enhancing the application even more over time and welcome contributions as well. Tony Quinn contributed the initial Node.js/MongoDB code which is very cool to have as a back-end option. Access the standard application here and a version that has custom routing in it here. Additional information about the custom routing can be found in this post.

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• Know Your Audience, And/Or Your Customer

  - by steve.diamond

  Yesterday I gave an internal presentation to about 20 Oracle employees on "messaging," not messaging technology, but embarking on the process of building messages. One of the elements I covered was the importance of really knowing and understanding your audience. As a humorous reference I included two side-by-side photos of Oakland A's fans and Oakland Raiders fans. The Oakland A's fans looked like happy-go-lucky drunk types. The Oakland Raiders fans looked like angry extras from a low budget horror flick. I then asked my presentation attendees what these two groups had in common. Here's what I heard. --They're human (at least I THINK they're human). --They're from Oakland. --They're sports fans. After that, it was anyone's guess. A few days earlier we were putting the finishing touches on a sales presentation for one of our product lines. We had included an upfront "lead in" addressing how the economy is improving, yet that doesn't mean sales executives will have any more resources to add to their teams, invest in technology, etc. This "lead in" included miscellaneous news article headlines and statistics validating the slowly improving economy. When we subjected this presentation to internal review two days ago, this upfront section in particular was scrutinized. "Is the economy really getting better? I (exclamation point) don't think it's really getting better. Haven't you seen the headlines coming out of Greece and Europe?" Then the question TO ME became, "Who will actually be in the audience that sees and hears this presentation? Will s/he be someone like me? Or will s/he be someone like the critic who didn't like our lead-in?" We took the safe route and removed that lead in. After all, why start a "pitch" with a component that is arguably subjective? What if many of our audience members are individuals at organizations still facing a strong headwind? For reasons I won't go into here, it was the right decision to make. The moral of the story: Make sure you really know your audience. Harness the wisdom of the information your organization's CRM systems collect to get that fully informed "customer view." Conduct formal research. Conduct INFORMAL research. Ask lots of questions. Study industries and scenarios that have nothing to do with yours to see "how they do it." Stop strangers in coffee shops and on the street...seriously. Last week I caught up with an old friend from high school who recently retired from a 25 year career with the USMC. He said, "I can learn something from every single person I come into contact with." What a great way of approaching the world. Then, think about and write down what YOU like and dislike as a customer. But also remember that when it comes to your company's products, you are most likely NOT the customer, so don't go overboard in superimposing your own world view. Approaching the study of customers this way adds rhyme, reason and CONTEXT to lengthy blog posts like this one. Know your audience.

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• Next Quarterly Customer Update Webcast is July 24th (July 25th in Asia Pacific)

  - by R.Hunter

  Join Team Informatics, Kyle Hatlestad from the WebCenter Content “A-Team” and Oracle WebCenter Product Management for the next Oracle WebCenter Quarterly Customer Update Webcast scheduled for July 24th (July 25th in Asia Pacific). Get the latest product management updates and learn more about WebCenter Content and WebCenter Sites. Team Informatics will give an overview of the WebCenter Sites 11g Connector to WebCenter Content and Kyle Hatlestad will discuss best practices for WCC deployment and configuration. You can follow Kyle’s blog at: http://blogs.oracle.com/kyle/ Don't miss out, there will be two live sessions with Q&A. Further details and the registration links for the webcast can be found on our Oracle Technology Network Page.

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• April 18: Learn about Oracle Hyperion Data Relationship Management

  - by Theresa Hickman

  Do you have multiple charts of accounts on different application instances? Would you like an easy way to synchronize your charts of accounts across instances? If you answered yes, then please join us in an informal reference call with Johnson Controls who were able to synchronize their charts of accounts across 5 HFM (Hyperion Financial Management) instances using Hyperion Data Relationship Management (DRM). Johnson Controls is a global technology and industrial leader with 162,000 employees, serving customers in more than 150 countries. This call will include a brief overview of Johnson Controls and their solution followed by a candid discussion and an open question and answer session. When: April 18, 2012 Time: 8:00 am PST Duration: 1 Hour Speaker: Raymond Chontos, HFM Application Manager Global Financial Systems Click here to register.

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• WebCenter Customer Spotlight: Instituto Mexicano de la Propiedad Industrial

  - by me

  Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter  Solution SummaryInstituto Mexicano de la Propiedad Industrial (IMPI) is a decentralized  federal agency with the goals of protecting and ensuring awareness of industrial property rights in Mexico. IMPI  business objectives were to increase efficiency, improve client service, accelerate services to the public and reduce paper use by digitizing management of necessary documentation for patent and trademark submissions and approvals. IMPI  implemented  Oracle WebCenter Content to develop electronic inquiry service by digitizing and managing documents and a public Web site making patent-related information easily available online. With the implemented solution IMPI increased the number of monthly inquires from 200 in person consultations to 80,000 electronic consultations and the number of trademark record inquiries from 30,000 to 300,000. Company OverviewInstituto Mexicano de la Propiedad Industrial (IMPI) is a decentralized federal agency with the goals of protecting and ensuring awareness of industrial property rights in Mexico. IMPI is responsible for registering and publicizing inventions, distinctive signs, trademarks, and patents. In addition to its Mexico City headquarters, IMPI has five regional offices.  Business Challenges IMPI  business objectives were to increase efficiency by automating internal operations and patent and trademark-related procedures and services, improve client service by simplifying patent and trademark procedures, accelerate services to the public and reduce paper use by digitizing management of necessary documentation for patent and trademark submissions and approvals. Solution DeployedIMPI worked with Oracle Consulting to implement Oracle WebCenter Content to develop electronic inquiry service - services that were previously provided in person only - by digitizing and managing documents. They use Oracle Database 11g, Enterprise Edition to manage data for all mission-critical systems, automating patent and trademark transactions, providing consistent, readily available, and accurate data. IMPI developed a Web site to support newly digitized information with simple and flexible interfaces, making patent-related information easily available online to the public. Business ResultsWith the implemented solution IMPI increased the number of monthly inquires  from 200 in person consultations to 80,000 electronic consultations and the number of trademark record inquiries from 30,000 to 300,000. “Oracle WebCenter Content structure is unique. It lets us separately manage communication with other applications and databases, and performs content management itself. It’s a stable tool, at an appropriate cost, that lets us develop and provide reliable electronic services.” Eugenio Ponce de León, Divisional Director of Systems and Technology, Instituto Mexicano de la Propiedad Industrial Additional Information Instituto Mexicano de la Propiedad Customer Snapshot Oracle WebCenter Content

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