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  • Virtual machine management on windows using vagrant and veewee [closed]

    - by Aidan
    I wish to use vagrant and possibly VeeWee to construct and maintain virtual machines to automate some testing of servers etc. I am having problems getting them up and running on windows. Is there any are there any takes-nothing-for-granted setup blog posts or instructions anywhere? I live in a Microsoft world so all this Ruby/Git is new (and exciting!) to me but it does mean that I could do with everything being spelled out to me in excruciating detail! Cheers

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  • document management

    - by Sora
    what's the best way to manage a large amount of documents? (word,ppt,pdf...) when windows explorer is not sufficient? preferably desktop based solution

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  • Client side certificates in client browsers with unix server for management

    - by user146253
    We are currently running Unix dedicated servers for everything (Web cluster, database, FTP, batch, ...) except for a Microsoft Active Directory Certificate Services. The sole purpose of this Windows box is to provide client side certificates to our clients browsers. All our clients are required to install a client side certificate on order for them to be able to access our website. Is there an alternative in the Unix space? The purpose is to make sure only the approved hardware of an approved client can access our website. I'm open for any solution that provides me with this level of security. We are however talking about thousands of certified computers just so you can factor that in in a proposed solution. Optionally we would also like to be able to revoke access. With Regards.

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  • DOS application to allow remote management of files over serial link

    - by tomlogic
    Harken back to the days of DOS. I have an embedded DOS handheld device, and I'm looking for a tool to manage the files stored on it. I picture an application I can launch on the device that opens COM1 up for commands to get a directory listing, send/receive files via x/y/zmodem, move/delete files, and create/move/delete directories. A Windows application can then download a recursive file listing and then manage those files (for example, synchronizing with a local directory). Keep in mind that this is DOS -- 8.3 filenames, 640K of RAM and a 19200bps serial link (yuk!). I'd prefer something with source in case we need to add additional features (for example, the ability to get a checksum of a file for change detection). Now that I've written this description, I realize I'm asking for something like LapLink or pcAnywhere. Norton no longer sells DOS versions of pcAnywhere and LapLink V for DOS seems pricy at $50. Are you aware of any similar apps from those good old days?

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  • Active Directory management with low user rights

    - by DemonWareXT
    Our problem: The client, a normal user, has to be able to reset multiple passwords at once. Around 30 in one go. This would call for powershell or something along these lines, but for AD and Powershell one needs to be domain administrator. My solution would be to make a service that runs on the AD server and take connections from a program. The service would then do the AD changes. So far so good, I would just like to hear some other thoughts on this problem. Because I sure can't be the only one with it

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  • Dialogs appear on wrong monitor with SQL Server Management Studio 2008

    - by David
    I am running SSMS 2008 on Windows 7 with a dual monitor setup (one large, one small). SSMS is running on the secondary monitor, but everytime a dialog is opened, the dialog is placed on the primary monitor instead. I've tried moving the dialog over, closing it, and then re-opening it, but it doesn't remember and goes back to the primary monitor. This is really annoying for some of the designer dialogs, is there any way to fix this other than switching SSMS to the primary monitor? Is this a known bug with SSMS, or is it a problem with my particular setup?

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  • Is allowing remote Sql Server Management Studio safe?

    - by dave thieben
    I administer a website that runs on IIS on one box, and SQL Server 2008 Workgroup on another box. typically I remote into the DB box and run SSMS to work on the db, but I would like to be able to access the db directly with SSMS on my local box. I've seen the other questions about allowing remote access to the database, but my question is, is this safe? I'm concerned that I'm opening a hole in the firewall and potential for hack attempts. Is this just a bad idea in general?

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  • SharePoint Session Management - which SQL Server option?

    - by frumious
    We're developing some custom web parts for our WSS 3 intranet, and have just run into something we'd like to use ASP.NET sessions for. This isn't currently enabled on the development server. We'd like to use SQL Server as the storage mechanism, because the production environment is a web farm with very simple load-balancing. There are 3 options you can choose from to set up the SQL Server session storage, tempdb, default separate DB, named DB. Both tempdb and default separate DB create a new DB to store certain information in; tempdb stores the actual session info in tempdb, which doesn't survive a reboot, and default separate DB stores everything in the new DB. Since you've got to create the new DB either way, my question is this: why would you ever choose to store the session info in tempdb? The only thing I can think of is if you'd like to have the ability to wipe the session by rebooting the server, but that seems quite apocalyptic!

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  • List of events to track for Desired Configuration Management (DCM) in SCCM

    - by user69952
    Hi everyone, I can't seem to find a list of all event IDs related to DCM in SCCM. I managed to find the common ones by testing but I'm sure there are tons of scenarios I haven't seen yet. I'm interested in events related to compliance status, errors, etc in particular such as these: 11854 - Policy is now compliant 11856 - Previously compliant is now non compliant.. Please post any other event IDs you know of related to this.. Thank you

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  • Hyper-V Server Management from Windows 8.1

    - by David Mackintosh
    Is there a way to manage a Hyper-V cluster that runs on a Windows Server 2008 R2 Datacenter from a Windows 8.1 Pro workstation? I've downloaded and installed the Remote Server Admin Tools for 8.1 (http://www.microsoft.com/en-us/download/details.aspx?id=39296), but when I enable the Hyper-V manager, it tells me that I can't manage Hyper-V servers on 2K8 or 2K8R2. Related, the Failover Cluster Manager barfs with a similar error. How do I manage my old servers with my new workstation?

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  • Domain Hosting, DNS/NS Management [closed]

    - by ledy
    What criteria do you have for choosing the right provider for registering a domain? (not hosting, only the domain) So far, I can only see the different pricing and features of the DNS manager but have no idea what I have to pay attention in addition to this. How to know about the quality of the provider's nameserver and could there be differences in speed concerns. Background: The hosting itself incl. webspace, server etc. is separate from the domain and I am not going to book the domain with the same hoster as the webspace/server hoster.

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  • Disk Management

    - by Mars
    I'd like to know what's with all those unnamed drives. I've always thought they are what they say they are (recoveries and what not), why are there so many of them? and why do they all say 100% Free (i.e. they're all empty!). If that's the case, what happened to my recovery? Info: I'm on Dell Inspiron 7520 Windows 8 Single Language (Had Kali installed on SSD a couple of days ago, now I've just deleted that and will install Kali on VM on SSD, that's drive (S:). Screenshot (don't have enough reputation): https://www.dropbox.com/s/y8a1mfkycd5grhq/Screenshot%202014-06-08%2012.06.38.png

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  • Image Management System with Different Levels of Access

    - by Jason
    I work in the graphics department for a real estate brokerage, and we deal with a lot of photos. Agents take the photos, upload them to me, I touch up and standardize the photos, then I add them to an in-house server for future use by the graphics dept. I'd like to make the "sanitized" photo files available to the agents to use when they want, but I don't want the agents poking around the graphics department's files (things get misplaced, renamed and messed up in a hurry). What would be perfect is if we could create a read-only "mirror" (correct term?) of that server that could be accessed by the agents as needed, but which wouldn't feed back into our "sanitized" file system. Edit: I'm looking for an automatic solution... manually posting the files to two separate locations seems like an inelegant solution when working digitally. Edit: I'm trying to avoid any access barriers to the public (dirty) file system (however it's finally implemented). There are 40-50 real estate agents who need to access these files, half of whom can't reliably download an email attachment.

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  • Multi server management

    - by user788721
    We are running a website that allow users to create their own content, then share it through an iframe. We would like to get more servers to host the user content, and the main one for our website. Each user has a link like xxxx.com/content989856, xxxx.com/content45454545 We were thinking of two options : using a htaccess on the main server that will redirect to the good server but the problem is that if the main server is out, then all the content is out as well using subdomain depending on where the content is hosted, but then if we change the user content from one domain to another one, we will have to change his links as well Do you know a better option or is that really the only two available ? I am wondering how big websites like youtube handle this problem. Thank you very much for your help,

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  • HyperV management through Windows 8

    - by Snake
    Consider the following setup: 1 Hypervisor 3 Clients (Server 2012 with AD, Server 2012, Windows 8). Now we can remote desktop into the Hypervisor and manage the VMs with the manager. This also works from the Server 2012 (I installed the manager there). But it doesn't work from the Windows 8 machine. All machines are in the same domain. Am I forgetting something? I followed this long page http://technet.microsoft.com/en-us/library/cc794756(v=ws.10).aspx But I find it so weird that it works for the same user on Windows Server 2012, but not on Windows 8.

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  • Using Oracle Enterprise Manager Ops Center to Update Solaris via Live Upgrade

    - by LeonShaner
    Introduction: This Oracle Enterprise Manager Ops Center blog entry provides tips for using Ops Center to update Solaris using Live Upgrade on Solaris 10 and Boot Environments on Solaris 11. Why use Live Upgrade? Live Upgrade (LU) can significantly reduce downtime associated with patching Live Upgrade avoids dropping to single-user mode for long periods of time during patching Live Upgrade relies on an Alternate Boot Environment (ABE)/(BE), which is patched while in multi-user mode; thereby allowing normal system operations to continue with the active BE, while the alternate BE is being patched Activating an newly patched (A)BE is essentially a reboot; therefore the downtime is ~= reboot Admins can easily revert to the prior Boot Environment (BE) as a safeguard / fallback. Why use Ops Center to patch via Live Upgrade, Alternate Boot Environments, and Solaris 11 equivalents? All the benefits of Ops Center's extensive patch and package knowledge base can be leveraged on top of Live Upgrade Ops Center can orchestrate patching based on Live Upgrade and Solaris 11 features, which all works together to minimize downtime Ops Centers advanced inventory and reporting features assurance that each OS is updated to a verifiable, consistent standard, rather than relying on ad-hoc (error prone) procedures and scripts Ops Center gives admins control over the boot environment specifications or they can let Ops Center decide when a BE is necessary, thereby reducing complexity and lowering the opportunity for user error Preparing to use Live Upgrade-like features in Solaris 11 Requirements and information you should know: Global Zone Root file-systems must be separate from Solaris Container / Zone filesystems Solaris 11 has features which are similar in concept to Live Upgrade on Solaris 10, but differ greatly in implementationImportant distinctions: Solaris 11 assumes ZFS root Solaris 11 adds Boot Environments (BE's) as an integrated feature (see beadm) Solaris 11 BE's avoid single-user patching (vs. Solaris 10 w/ ZFS snapshot=ABE). Solaris 11 Image Packaging System (IPS) has hooks for BE creation, as needed Solaris 11 allows pkgs to be installed + upgraded in alternate BE (e.g. instead of the live system) but it is controlled on a per-pkg basis Boot Environments are activated across a reboot; instead of spending long periods installing + upgrading packages in single user mode. Fallback to a prior BE is a function of the BE infrastructure (a la beadm). (Generally) Reboot + BE activation can be much much faster on Solaris 11 Preparing to use Live Upgrade on Solaris 10 Requirements and information you should know: Global Zone Root file-systems must be separate from Solaris Container / Zone filesystems Live Upgrade Pre-requisite patches must be applied before the first Live Upgrade Alternate Boot Environments are created (see "Pre-requisite Patches" section, below...) Solaris 10 Update 6 or newer on ZFS root is the practical starting point for Live Upgrade Live Upgrade with ZFS root is far more straight-forward than any scheme based on Alternative Boot Environments in slices or temporarily breaking mirrors Use Solaris best practices to upgrade the OS to at least Solaris 10 Update 4 (outside of Ops Center) UFS root can (technically) be used, but it is significantly more involved (e.g. discouraged) -- there are many reasons to move to ZFS while going through the process to update to Solaris 10 Update 6 or newer (out side of Ops Center) Recommendation: Start with Solaris 10 Update 6 or newer on ZFS root Recommendation: Start with Ops Center 12c or newer Ops Center 12c can automatically create your ABE's for you, without the need for custom scripts Ops Center 12c Update 2 avoids kernel panic on unpatched Solaris 10 update 9 (and older) -- unrelated to Live Upgrade, but more on the issue, below. NOTE: There is no magic!  If you have systems running Solaris 10 Update 5 or older on UFS root, and you don't know how to get them updated to Solaris 10 on ZFS root, then there are services available from Oracle Advanced Customer Support (ACS), which specialize in this area. Live Upgrade Pre-requisite Patches (Solaris 10) Certain Live Upgrade related patches must be present before the first Live Upgrade ABE's are created on Solaris 10.Use the following MOS Search String to find the “living document” that outlines the required patch minimums, which are necessary before using any Live Upgrade features: Solaris Live Upgrade Software Patch Requirements(Click above – the link is valid as of this writing, but search in MOS for the same "Solaris Live Upgrade Software Patch Requirements" string if necessary) It is a very good idea to check the document periodically and adapt to its contents, accordingly.IMPORTANT:  In case it wasn't clear in the above document, some direct patching of the active OS, including a reboot, may be required before Live Upgrade can be successfully used the first time.HINT: You can use Ops Center to determine what to expect for a given system, and to schedule the “pre-patching” during a maintenance window if necessary. Preparing to use Ops Center Discover + Manage (Install + Configure the Ops Center agent in) each Global Zone Recommendation:  Begin by using OCDoctor --agent-prereq to determine whether OS meets OC prerequisites (resolve any issues) See prior requirements and recommendations w.r.t. starting with Solaris 10 Update 6 or newer on ZFS (or at least Solaris 10 Update 4 on UFS, with caveats) WARNING: Systems running unpatched Solaris 10 update 9 (or older) should run the Ops Center 12c Update 2 agent to avoid a potential kernel panic The 12c Update 2 agent will check patch minimums and disable certain process accounting features if the kernel is not sufficiently patched to avoid the panic SPARC: 142900-05 Obsoleted by: 142900-06 SunOS 5.10: kernel patch 10 Oracle Solaris on SPARC (32-bit) X64: 142901-05 Obsoleted by: 142901-06 SunOS 5.10_x86: kernel patch 10 Oracle Solaris on x86 (32-bit) OR SPARC: 142909-17 SunOS 5.10: kernel patch 10 Oracle Solaris on SPARC (32-bit) X64: 142910-17 SunOS 5.10_x86: kernel patch 10 Oracle Solaris on x86 (32-bit) Ops Center 12c (initial release) and 12c Update 1 agent can also be safely used with a workaround (to be performed BEFORE installing the agent): # mkdir -p /etc/opt/sun/oc # echo "zstat_exacct_allowed=false" > /etc/opt/sun/oc/zstat.conf # chmod 755 /etc/opt/sun /etc/opt/sun/oc # chmod 644 /etc/opt/sun/oc/zstat.conf # chown -Rh root:sys /etc/opt/sun/oc NOTE: Remove the above after patching the OS sufficiently, or after upgrading to the 12c Update 2 agent Using Ops Center to apply Live Upgrade-related Pre-Patches (Solaris 10)Overview: Create an OS Update Profile containing the minimum LU-related pre-patches, based on the Solaris Live Upgrade Software Patch Requirements, previously mentioned. SIMULATE the deployment of the LU-related pre-patches Observe whether any of the LU-related pre-patches will require a reboot The job details for each Global Zone will advise whether a reboot step will be required ACTUALLY deploy the LU-related pre-patches, according to your change control process (e.g. if no reboot, maybe okay to do now; vs. must do later because of the reboot). You can schedule the job to occur later, during a maintenance window Check the job status for each node, resolving any issues found Once the LU-related pre-patches are applied, you can Ops Center to patch using Live Upgrade on Solaris 10 Using Ops Center to patch Solaris 10 with LU/ABE's -- the GOODS!(this is the heart of the tip): Create an OS Update Profile containing the patches that make up your standard build Use Solaris Baselines when possible Add other individual patches as needed ACTUALLY deploy the OS Update Profile Specify the appropriate Live Upgrade options, e.g. Synchronize the active BE to the alternate BE before patching Do not activate the BE after patching Check the job status for each node, resolving any issues found Activate the newly patched BE according to your change control process Activate = Reboot to the ABE, making the ABE the new active BE Ops Center does not separate LU activate from reboot, so expect a reboot! Check the job status for each node, resolving any issues found Examples (w/Screenshots) Solaris 10 and Live Upgrade: Auto-Create the Alternate Boot Environment (ZFS root only) ABE to be created on ZFS with name S10_12_07REC (Example) Uses built in feature to call “lucreate -n S10_12_07REC” behind scenes if not already present NOTE: Leave “lucreate” params blank (if you do specify options, the will be appended after -n $ABEName) Solaris 10 and Live Upgrade: Alternate Boot Environment Creation via Operational Profile (script) The Alternate Boot Environment is to be created via custom, user-supplied script, which does whatever is needed for the system where Live Upgrade will be used. Operational Profile, which provides the script to create an ABE: Very similar to the automatic case, but with a Script (Operational Profile), which is used to create the ABE Relies on user-supplied script in the form of an Operational Profile Could be used to prepare an ABE based on a UFS root in a slice, or on a separate device (e.g. by breaking a mirror first) – it is up to the script author to do the right thing! EXAMPLE: Same result as the ZFS case, but illustrating the Operational Profile (e.g. script) approach to call: # lucreate -n S10_1207REC NOTE: OC special variable is $ABEName Boot Environment Profile, which references the Operational Profile Script = Operational Profile on this screen Refers to Operational Profile shown in the previous section The user-supplied S10_Create_BE Operational Profile will be run The Operational Profile must send a non-zero exit code if there is a problem (so that the OS Update job will not proceed) Solaris 10 OS Update Profile (to provide the actual patch specifications) Solaris 10 Baseline “Recommended” chosen for “Install” Solaris 10 OS Update Plan (two-steps in this case) “Create a Boot Environment” + “Update OS” are chosen. Using Ops Center to patch Solaris 11 with Boot Environments (as needed) Create a Solaris 11 OS Update Profile containing the packages that make up your standard build ACTUALLY deploy the Solaris 11 OS Update Profile BE will be created if needed (or you can stipulate no BE) BE name will be auto-generated (if needed), or you may specify a BE name Check the job status for each node, resolving any issues found Check if a BE was created; if so, activate the new BE Activate = Reboot to the BE, making the new BE the active BE Ops Center does not separate BE activate from reboot NOTE: Not every Solaris 11 OS Update will require a new BE, so a reboot may not be necessary. Solaris 11: Auto BE Create (as Needed -- let Ops Center decide) BE to be created as needed BE to be named automatically Reboot (if necessary) deferred to separate step Solaris 11: OS Profile Solaris 11 “entire” chosen for a particular SRU Solaris 11: OS Update Plan (w/BE)  “Create a Boot Environment” + “Update OS” are chosen. Summary: Solaris 10 Live Upgrade, Alternate Boot Environments, and their equivalents on Solaris 11 can be very powerful tools to help minimize the downtime associated with updating your servers.  For very old Solaris, there are some important prerequisites to adhere to, but once the initial preparation is complete, Live Upgrade can be used going forward.  For Solaris 11, the built-in Boot Environment handling is leveraged directly by the Image Packaging System, and the result is a much more straight forward way to patch, and far fewer prerequisites to satisfy in getting there.  Ops Center simplifies using either approach, and helps you improve consistency from system to system, which ultimately helps you improve the overall up-time across all the Solaris systems in your environment. Please let us know what you think?  Until next time...\Leon-- Leon Shaner | Senior IT/Product ArchitectSystems Management | Ops Center Engineering @ Oracle The views expressed on this [blog; Web site] are my own and do not necessarily reflect the views of Oracle. For more information, please go to Oracle Enterprise Manager  web page or  follow us at :  Twitter | Facebook | YouTube | Linkedin | Newsletter

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  • Look Inside WebLogic Server Embedded LDAP with an LDAP Explorer

    - by james.bayer
    Today a question came up on our internal WebLogic Server mailing lists about an issue deleting a Group from WebLogic Server.  The group had a special character in the name. The WLS console refused to delete the group with the message a java.net.MalformedURLException and another message saying “Errors must be corrected before proceeding.” as shown below. The group aa:bb is the one with the issue.  Click to enlarge. WebLogic Server includes an embedded LDAP server that can be used for managing users and groups for “reasonably small environments (10,000 or fewer users)”.  For organizations scaling larger or using more high-end features, I recommend looking at one of Oracle’s very popular enterprise directory services products like Oracle Internet Directory or Oracle Directory Server Enterprise Edition.  You can configure multiple authenicators in WebLogic Server so that you can use multiple directories at the same time. I am not sure WebLogic Server supports special characters in group names for the Embedded LDAP server, but in this case both the console and WLST reported the same issue deleting the group with the special character in the name.  Here’s the WLST output: wls:/hotspot_domain/serverConfig/SecurityConfiguration/hotspot_domain/Realms/myrealm/AuthenticationProviders/DefaultAuthenticator> cmo.removeGroup('aa:bb') Traceback (innermost last): File "<console>", line 1, in ? weblogic.security.providers.authentication.LDAPAtnDelegateException: [Security:090296]invalid URL ldap:///ou=people,ou=myrealm,dc=hotspot_domain??sub?(&(objectclass=person)(wlsMemberOf=cn=aa:bb,ou=groups,ou=myrealm,dc=hotspot_domain)) at weblogic.security.providers.authentication.LDAPAtnGroupMembersNameList.advance(LDAPAtnGroupMembersNameList.java:254) at weblogic.security.providers.authentication.LDAPAtnGroupMembersNameList.<init>(LDAPAtnGroupMembersNameList.java:119) at weblogic.security.providers.authentication.LDAPAtnDelegate.listGroupMembers(LDAPAtnDelegate.java:1392) at weblogic.security.providers.authentication.LDAPAtnDelegate.removeGroup(LDAPAtnDelegate.java:1989) at weblogic.security.providers.authentication.DefaultAuthenticatorImpl.removeGroup(DefaultAuthenticatorImpl.java:242) at weblogic.security.providers.authentication.DefaultAuthenticatorMBeanImpl.removeGroup(DefaultAuthenticatorMBeanImpl.java:407) at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25) at java.lang.reflect.Method.invoke(Method.java:597) at weblogic.management.jmx.modelmbean.WLSModelMBean.invoke(WLSModelMBean.java:437) at com.sun.jmx.interceptor.DefaultMBeanServerInterceptor.invoke(DefaultMBeanServerInterceptor.java:836) at com.sun.jmx.mbeanserver.JmxMBeanServer.invoke(JmxMBeanServer.java:761) at weblogic.management.jmx.mbeanserver.WLSMBeanServerInterceptorBase$16.run(WLSMBeanServerInterceptorBase.java:449) at java.security.AccessController.doPrivileged(Native Method) at weblogic.management.jmx.mbeanserver.WLSMBeanServerInterceptorBase.invoke(WLSMBeanServerInterceptorBase.java:447) at weblogic.management.mbeanservers.internal.JMXContextInterceptor.invoke(JMXContextInterceptor.java:263) at weblogic.management.jmx.mbeanserver.WLSMBeanServerInterceptorBase$16.run(WLSMBeanServerInterceptorBase.java:449) at java.security.AccessController.doPrivileged(Native Method) at weblogic.management.jmx.mbeanserver.WLSMBeanServerInterceptorBase.invoke(WLSMBeanServerInterceptorBase.java:447) at weblogic.management.mbeanservers.internal.SecurityInterceptor.invoke(SecurityInterceptor.java:444) at weblogic.management.jmx.mbeanserver.WLSMBeanServer.invoke(WLSMBeanServer.java:323) at weblogic.management.mbeanservers.internal.JMXConnectorSubjectForwarder$11$1.run(JMXConnectorSubjectForwarder.java:663) at java.security.AccessController.doPrivileged(Native Method) at weblogic.management.mbeanservers.internal.JMXConnectorSubjectForwarder$11.run(JMXConnectorSubjectForwarder.java:661) at weblogic.security.acl.internal.AuthenticatedSubject.doAs(AuthenticatedSubject.java:363) at weblogic.management.mbeanservers.internal.JMXConnectorSubjectForwarder.invoke(JMXConnectorSubjectForwarder.java:654) at javax.management.remote.rmi.RMIConnectionImpl.doOperation(RMIConnectionImpl.java:1427) at javax.management.remote.rmi.RMIConnectionImpl.access$200(RMIConnectionImpl.java:72) at javax.management.remote.rmi.RMIConnectionImpl$PrivilegedOperation.run(RMIConnectionImpl.java:1265) at java.security.AccessController.doPrivileged(Native Method) at javax.management.remote.rmi.RMIConnectionImpl.doPrivilegedOperation(RMIConnectionImpl.java:1367) at javax.management.remote.rmi.RMIConnectionImpl.invoke(RMIConnectionImpl.java:788) at javax.management.remote.rmi.RMIConnectionImpl_WLSkel.invoke(Unknown Source) at weblogic.rmi.internal.BasicServerRef.invoke(BasicServerRef.java:667) at weblogic.rmi.internal.BasicServerRef$1.run(BasicServerRef.java:522) at weblogic.security.acl.internal.AuthenticatedSubject.doAs(AuthenticatedSubject.java:363) at weblogic.security.service.SecurityManager.runAs(SecurityManager.java:146) at weblogic.rmi.internal.BasicServerRef.handleRequest(BasicServerRef.java:518) at weblogic.rmi.internal.wls.WLSExecuteRequest.run(WLSExecuteRequest.java:118) at weblogic.work.ExecuteThread.execute(ExecuteThread.java:207) at weblogic.work.ExecuteThread.run(ExecuteThread.java:176) Caused by: java.net.MalformedURLException at netscape.ldap.LDAPUrl.readNextConstruct(LDAPUrl.java:651) at netscape.ldap.LDAPUrl.parseUrl(LDAPUrl.java:277) at netscape.ldap.LDAPUrl.<init>(LDAPUrl.java:114) at weblogic.security.providers.authentication.LDAPAtnGroupMembersNameList.advance(LDAPAtnGroupMembersNameList.java:224) ... 41 more It’s fairly clear that in order to work that the : character needs to be URL encoded to %3A or similar.  But all is not lost, there is another way.  You can configure an LDAP Explorer like JXplorer to WebLogic Server Embedded LDAP and browse/edit the entries. Follow the instructions here, being sure to change the authentication credentials to the Embedded LDAP server to some value you know, as by default they are some unknown value.  You’ll need to reboot the WebLogic Server Admin Server after making this change. Now configure JXplorer to connect as described in the documentation.  I’ve circled the important inputs.  In this example, my domain name is “hotspot_domain” which listens on the localhost listen address and port 7001.  The cn=Admin user name is a constant identifier for the Administrator of the embedded LDAP and that does not change, but you need to know what it is so you can enter it into the tool you use. Once you connect successfully, you can explore the entries and in this case delete the group that is no longer desired.

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  • SQL SERVER – SSMS: Backup and Restore Events Report

    - by Pinal Dave
    A DBA wears multiple hats and in fact does more than what an eye can see. One of the core task of a DBA is to take backups. This looks so trivial that most developers shrug this off as the only activity a DBA might be doing. I have huge respect for DBA’s all around the world because even if they seem cool with all the scripting, automation, maintenance works round the clock to keep the business working almost 365 days 24×7, their worth is knowing that one day when the systems / HDD crashes and you have an important delivery to make. So these backup tasks / maintenance jobs that have been done come handy and are no more trivial as they might seem to be as considered by many. So the important question like: “When was the last backup taken?”, “How much time did the last backup take?”, “What type of backup was taken last?” etc are tricky questions and this report lands answers to the same in a jiffy. So the SSMS report, we are talking can be used to find backups and restore operation done for the selected database. Whenever we perform any backup or restore operation, the information is stored in the msdb database. This report can utilize that information and provide information about the size, time taken and also the file location for those operations. Here is how this report can be launched.   Once we launch this report, we can see 4 major sections shown as listed below. Average Time Taken For Backup Operations Successful Backup Operations Backup Operation Errors Successful Restore Operations Let us look at each section next. Average Time Taken For Backup Operations Information shown in “Average Time Taken For Backup Operations” section is taken from a backupset table in the msdb database. Here is the query and the expanded version of that particular section USE msdb; SELECT (ROW_NUMBER() OVER (ORDER BY t1.TYPE))%2 AS l1 ,       1 AS l2 ,       1 AS l3 ,       t1.TYPE AS [type] ,       (AVG(DATEDIFF(ss,backup_start_date, backup_finish_date)))/60.0 AS AverageBackupDuration FROM backupset t1 INNER JOIN sys.databases t3 ON ( t1.database_name = t3.name) WHERE t3.name = N'AdventureWorks2014' GROUP BY t1.TYPE ORDER BY t1.TYPE On my small database the time taken for differential backup was less than a minute, hence the value of zero is displayed. This is an important piece of backup operation which might help you in planning maintenance windows. Successful Backup Operations Here is the expanded version of this section.   This information is derived from various backup tracking tables from msdb database.  Here is the simplified version of the query which can be used separately as well. SELECT * FROM sys.databases t1 INNER JOIN backupset t3 ON (t3.database_name = t1.name) LEFT OUTER JOIN backupmediaset t5 ON ( t3.media_set_id = t5.media_set_id) LEFT OUTER JOIN backupmediafamily t6 ON ( t6.media_set_id = t5.media_set_id) WHERE (t1.name = N'AdventureWorks2014') ORDER BY backup_start_date DESC,t3.backup_set_id,t6.physical_device_name; The report does some calculations to show the data in a more readable format. For example, the backup size is shown in KB, MB or GB. I have expanded first row by clicking on (+) on “Device type” column. That has shown me the path of the physical backup file. Personally looking at this section, the Backup Size, Device Type and Backup Name are critical and are worth a note. As mentioned in the previous section, this section also has the Duration embedded inside it. Backup Operation Errors This section of the report gets data from default trace. You might wonder how. One of the event which is tracked by default trace is “ErrorLog”. This means that whatever message is written to errorlog gets written to default trace file as well. Interestingly, whenever there is a backup failure, an error message is written to ERRORLOG and hence default trace. This section takes advantage of that and shows the information. We can read below message under this section, which confirms above logic. No backup operations errors occurred for (AdventureWorks2014) database in the recent past or default trace is not enabled. Successful Restore Operations This section may not be very useful in production server (do you perform a restore of database?) but might be useful in the development and log shipping secondary environment, where we might be interested to see restore operations for a particular database. Here is the expanded version of the section. To fill this section of the report, I have restored the same backups which were taken to populate earlier sections. Here is the simplified version of the query used to populate this output. USE msdb; SELECT * FROM restorehistory t1 LEFT OUTER JOIN restorefile t2 ON ( t1.restore_history_id = t2.restore_history_id) LEFT OUTER JOIN backupset t3 ON ( t1.backup_set_id = t3.backup_set_id) WHERE t1.destination_database_name = N'AdventureWorks2014' ORDER BY restore_date DESC,  t1.restore_history_id,t2.destination_phys_name Have you ever looked at the backup strategy of your key databases? Are they in sync and do we have scope for improvements? Then this is the report to analyze after a week or month of maintenance plans running in your database. Do chime in with what are the strategies you are using in your environments. Reference: Pinal Dave (http://blog.sqlauthority.com)Filed under: PostADay, SQL, SQL Authority, SQL Backup and Restore, SQL Query, SQL Server, SQL Server Management Studio, SQL Tips and Tricks, T SQL Tagged: SQL Reports

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  • repair broken packages-"dpkg: error: conflicting actions -f (--field) and -r (--remove)"

    - by yinon
    Ubuntu 12.04 LTS. if more information will be needed, tell me and'll give. the main problem is: tzach@tzach-pc:~$ sudo apt-get install docky [sudo] password for tzach: Reading package lists... Done Building dependency tree Reading state information... Done docky is already the newest version. You might want to run 'apt-get -f install' to correct these: The following packages have unmet dependencies: ca-certificates-java : Depends: openjdk-6-jre-headless (>= 6b16-1.6.1-2) but it is not going to be installed or java6-runtime-headless openjdk-7-jre-lib : Depends: openjdk-7-jre-headless (>= 7~b130~pre0) but it is not going to be installed E: Unmet dependencies. Try 'apt-get -f install' with no packages (or specify a solution). tzach@tzach-pc:~$ and also: tzach@tzach-pc:~$ sudo apt-get upgrade Reading package lists... Done Building dependency tree Reading state information... Done You might want to run 'apt-get -f install' to correct these. **The following packages have unmet dependencies: ca-certificates-java : Depends: openjdk-6-jre-headless (>= 6b16-1.6.1-2) but it is not installed or java6-runtime-headless openjdk-7-jre-lib : Depends: openjdk-7-jre-headless (>= 7~b130~pre0) but it is not installed E: Unmet dependencies. Try using ******* so we tryied the guide here in messege #9: http://ubuntuforums.org/showthread.php?t=947124 we run all the first 4 commands and the last one-"sudo apt-get autoremove" gave us: tzach@tzach-pc:~$ sudo apt-get autoremove Reading package lists... Done Building dependency tree Reading state information... Done You might want to run 'apt-get -f install' to correct these. The following packages have unmet dependencies: **ca-certificates-java** : Depends: openjdk-6-jre-headless (>= 6b16-1.6.1-2) but it is not installed or java6-runtime-headless **openjdk-7-jre-lib** : Depends: openjdk-7-jre-headless (>= 7~b130~pre0) but it is not installed E: Unmet dependencies. Try using -f. so we run the last command twice: sudo dpkg --remove -force --force-remove-reinstreq ca-certificates-java and sudo dpkg --remove -force --force-remove-reinstreq openjdk-7-jre-lib but both of them gives: tzach@tzach-pc:~$ sudo dpkg --remove -force --force-remove-reinstreq ca-certificates-java [sudo] password for tzach: dpkg: error: conflicting actions -f (--field) and -r (--remove) Type dpkg --help for help about installing and deinstalling packages [*]; Use `dselect' or `aptitude' for user-friendly package management; Type dpkg -Dhelp for a list of dpkg debug flag values; Type dpkg --force-help for a list of forcing options; Type dpkg-deb --help for help about manipulating *.deb files; Options marked [*] produce a lot of output - pipe it through `less' or `more' ! EDIT FOR green7-output of "sudo apt-get -f install": tzach@tzach-pc:~$ sudo apt-get -f install [sudo] password for tzach: Reading package lists... Done Building dependency tree Reading state information... Done Correcting dependencies... Done The following extra packages will be installed: icedtea-7-jre-cacao icedtea-7-jre-jamvm java-common openjdk-7-jre-headless tzdata-java Suggested packages: default-jre equivs sun-java6-fonts ttf-dejavu-extra fonts-ipafont-gothic fonts-ipafont-mincho ttf-telugu-fonts ttf-oriya-fonts ttf-kannada-fonts ttf-bengali-fonts The following packages will be REMOVED: ttf-mscorefonts-installer The following NEW packages will be installed: icedtea-7-jre-cacao icedtea-7-jre-jamvm java-common openjdk-7-jre-headless tzdata-java 0 upgraded, 5 newly installed, 1 to remove and 355 not upgraded. 5 not fully installed or removed. Need to get 0 B/29.6 MB of archives. After this operation, 88.5 MB of additional disk space will be used. Do you want to continue [Y/n]? y debconf: DbDriver "config": /var/cache/debconf/config.dat is locked by another process: Resource temporarily unavailable dpkg: warning: there's no installed package matching ttf-mscorefonts-installer:amd64 Setting up tzdata (2012e-0ubuntu0.12.04) ... debconf: DbDriver "config": /var/cache/debconf/config.dat is locked by another process: Resource temporarily unavailable dpkg: error processing tzdata (--configure): subprocess installed post-installation script returned error exit status 1 No apport report written because MaxReports is reached already Errors were encountered while processing: tzdata E: Sub-process /usr/bin/dpkg returned an error code (1) EDIT2 FOR green7: tzach@tzach-pc:~$ sudo apt-get remove --purge tzdata [sudo] password for tzach: Reading package lists... Done Building dependency tree Reading state information... Done You might want to run 'apt-get -f install' to correct these: The following packages have unmet dependencies: ca-certificates-java : Depends: openjdk-6-jre-headless (>= 6b16-1.6.1-2) but it is not going to be installed or java6-runtime-headless libc6 : Depends: tzdata but it is not going to be installed libc6:i386 : Depends: tzdata:i386 libical0 : Depends: tzdata but it is not going to be installed openjdk-7-jre-lib : Depends: openjdk-7-jre-headless (>= 7~b130~pre0) but it is not going to be installed python-dateutil : Depends: tzdata but it is not going to be installed ubuntu-minimal : Depends: tzdata but it is not going to be installed util-linux : Depends: tzdata (>= 2006c-2) but it is not going to be installed E: Unmet dependencies. Try 'apt-get -f install' with no packages (or specify a solution). EDIT3 FOR green7: tzach@tzach-pc:~$ sudo apt-get install openjdk-7-jre-headless [sudo] password for tzach: Reading package lists... Done Building dependency tree Reading state information... Done You might want to run 'apt-get -f install' to correct these: The following packages have unmet dependencies: openjdk-7-jre-headless : Depends: tzdata-java but it is not going to be installed Depends: java-common (>= 0.28) but it is not going to be installed Recommends: icedtea-7-jre-cacao (= 7~u3-2.1.1~pre1-1ubuntu3) but it is not going to be installed Recommends: icedtea-7-jre-jamvm (= 7~u3-2.1.1~pre1-1ubuntu3) but it is not going to be installed E: Unmet dependencies. Try 'apt-get -f install' with no packages (or specify a solution). some things in the text also supposed to be bolded. but not critic (: Thanks for the editing! Thanks a lot for your assistance.

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  • Whitepaper list for the application framework

    - by Rick Finley
    We're reposting the list of technical whitepapers for the Oracle ETPM framework (called OUAF, Oracle Utilities Application Framework).  These are are available from My Oracle Support at the Doc Id's mentioned below. Some have been updated in the last few months to reflect new advice and new features.  This is reposted from the OUAF blog:  http://blogs.oracle.com/theshortenspot/entry/whitepaper_list_as_at_november Doc Id Document Title Contents 559880.1 ConfigLab Design Guidelines This whitepaper outlines how to design and implement a data management solution using the ConfigLab facility. This whitepaper currently only applies to the following products: Oracle Utilities Customer Care And Billing Oracle Enterprise Taxation Management Oracle Enterprise Taxation and Policy Management           560367.1 Technical Best Practices for Oracle Utilities Application Framework Based Products Whitepaper summarizing common technical best practices used by partners, implementation teams and customers. 560382.1 Performance Troubleshooting Guideline Series A set of whitepapers on tracking performance at each tier in the framework. The individual whitepapers are as follows: Concepts - General Concepts and Performance Troublehooting processes Client Troubleshooting - General troubleshooting of the browser client with common issues and resolutions. Network Troubleshooting - General troubleshooting of the network with common issues and resolutions. Web Application Server Troubleshooting - General troubleshooting of the Web Application Server with common issues and resolutions. Server Troubleshooting - General troubleshooting of the Operating system with common issues and resolutions. Database Troubleshooting - General troubleshooting of the database with common issues and resolutions. Batch Troubleshooting - General troubleshooting of the background processing component of the product with common issues and resolutions. 560401.1 Software Configuration Management Series  A set of whitepapers on how to manage customization (code and data) using the tools provided with the framework. The individual whitepapers are as follows: Concepts - General concepts and introduction. Environment Management - Principles and techniques for creating and managing environments. Version Management - Integration of Version control and version management of configuration items. Release Management - Packaging configuration items into a release. Distribution - Distribution and installation of releases across environments Change Management - Generic change management processes for product implementations. Status Accounting - Status reporting techniques using product facilities. Defect Management - Generic defect management processes for product implementations. Implementing Single Fixes - Discussion on the single fix architecture and how to use it in an implementation. Implementing Service Packs - Discussion on the service packs and how to use them in an implementation. Implementing Upgrades - Discussion on the the upgrade process and common techniques for minimizing the impact of upgrades. 773473.1 Oracle Utilities Application Framework Security Overview A whitepaper summarizing the security facilities in the framework. Now includes references to other Oracle security products supported. 774783.1 LDAP Integration for Oracle Utilities Application Framework based products Updated! A generic whitepaper summarizing how to integrate an external LDAP based security repository with the framework. 789060.1 Oracle Utilities Application Framework Integration Overview A whitepaper summarizing all the various common integration techniques used with the product (with case studies). 799912.1 Single Sign On Integration for Oracle Utilities Application Framework based products A whitepaper outlining a generic process for integrating an SSO product with the framework. 807068.1 Oracle Utilities Application Framework Architecture Guidelines This whitepaper outlines the different variations of architecture that can be considered. Each variation will include advice on configuration and other considerations. 836362.1 Batch Best Practices for Oracle Utilities Application Framework based products This whitepaper outlines the common and best practices implemented by sites all over the world. 856854.1 Technical Best Practices V1 Addendum Addendum to Technical Best Practices for Oracle Utilities Customer Care And Billing V1.x only. 942074.1 XAI Best Practices This whitepaper outlines the common integration tasks and best practices for the Web Services Integration provided by the Oracle Utilities Application Framework. 970785.1 Oracle Identity Manager Integration Overview This whitepaper outlines the principals of the prebuilt intergration between Oracle Utilities Application Framework Based Products and Oracle Identity Manager used to provision user and user group security information. For Fw4.x customers use whitepaper 1375600.1 instead. 1068958.1 Production Environment Configuration Guidelines A whitepaper outlining common production level settings for the products based upon benchmarks and customer feedback. 1177265.1 What's New In Oracle Utilities Application Framework V4? Whitepaper outlining the major changes to the framework since Oracle Utilities Application Framework V2.2. 1290700.1 Database Vault Integration Whitepaper outlining the Database Vault Integration solution provided with Oracle Utilities Application Framework V4.1.0 and above. 1299732.1 BI Publisher Guidelines for Oracle Utilities Application Framework Whitepaper outlining the interface between BI Publisher and the Oracle Utilities Application Framework 1308161.1 Oracle SOA Suite Integration with Oracle Utilities Application Framework based products This whitepaper outlines common design patterns and guidelines for using Oracle SOA Suite with Oracle Utilities Application Framework based products. 1308165.1 MPL Best Practices Oracle Utilities Application Framework This is a guidelines whitepaper for products shipping with the Multi-Purpose Listener. This whitepaper currently only applies to the following products: Oracle Utilities Customer Care And Billing Oracle Enterprise Taxation Management Oracle Enterprise Taxation and Policy Management 1308181.1 Oracle WebLogic JMS Integration with the Oracle Utilities Application Framework This whitepaper covers the native integration between Oracle WebLogic JMS with Oracle Utilities Application Framework using the new Message Driven Bean functionality and real time JMS adapters. 1334558.1 Oracle WebLogic Clustering for Oracle Utilities Application Framework New! This whitepaper covers process for implementing clustering using Oracle WebLogic for Oracle Utilities Application Framework based products. 1359369.1 IBM WebSphere Clustering for Oracle Utilities Application Framework New! This whitepaper covers process for implementing clustering using IBM WebSphere for Oracle Utilities Application Framework based products 1375600.1 Oracle Identity Management Suite Integration with the Oracle Utilities Application Framework New! This whitepaper covers the integration between Oracle Utilities Application Framework and Oracle Identity Management Suite components such as Oracle Identity Manager, Oracle Access Manager, Oracle Adaptive Access Manager, Oracle Internet Directory and Oracle Virtual Directory. 1375615.1 Advanced Security for the Oracle Utilities Application Framework New! This whitepaper covers common security requirements and how to meet those requirements using Oracle Utilities Application Framework native security facilities, security provided with the J2EE Web Application and/or facilities available in Oracle Identity Management Suite.

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  • SQL SERVER – SSMS: Database Consistency History Report

    - by Pinal Dave
    Doctor and Database The last place I like to visit is always a hospital. With the monsoon season starting, intermittent rains, it has become sort of a routine to get a cycle of fever every other year (seriously I hate it). So when I visit my doctor, it is always interesting in the way he quizzes me. The routine question of – “How many days have you had this?”, “Is there any pattern?”, “Did you drench in rain?”, “Do you have any other symptom?” and so on. The idea here is that the doctor wants to find any anomaly or a pattern that will guide him to a viral or bacterial type. Most of the time they get it based on experience and sometimes after a battery of tests. So if there is consistent behavior to your problem, there is always a solution out. SQL Server has its way to find if the server data / files are in consistent state using the DBCC commands. Back to SQL Server In real life, Database consistency check is one of the critical operations a DBA generally doesn’t give much priority. Many readers of my blogs have asked many times, how do we know if the database is consistent? How do I read output of DBCC CHECKDB and find if everything is right or not? My common answer to all of them is – look at the bottom of checkdb (or checktable) output and look for below line. CHECKDB found 0 allocation errors and 0 consistency errors in database ‘DatabaseName’. Above is a “good sign” because we are seeing zero allocation and zero consistency error. If you are seeing non-zero errors then there is some problem with the database. Sample output is shown as below: CHECKDB found 0 allocation errors and 2 consistency errors in database ‘DatabaseName’. repair_allow_data_loss is the minimum repair level for the errors found by DBCC CHECKDB (DatabaseName). If we see non-zero error then most of the time (not always) we get repair options depending on the level of corruption. There is risk involved with above option (repair_allow_data_loss), that is – we would lose the data. Sometimes the option would be repair_rebuild which is little safer. Though these options are available, it is important to find the root cause to the problem. In standard report, there is a report which can show the history of checkdb executed for the selected database. Since this is a database level report, we need to right click on database, click Reports, click Standard Reports and then choose “Database Consistency History” report. The information in this report is picked from default trace. If default trace is disabled or there is no checkdb run or information is not there in default trace (because it’s rolled over), we would get report like below. As we can see report says it very clearly: Currently, no execution history of CHECKDB is available or default trace is not enabled. To demonstrate, I have caused corruption in one of the database and did below steps. Run CheckDB so that errors are reported. Fix the corruption by losing the data using repair option Run CheckDB again to check if corruption is cleared. After that I have launched the report and below is what we would see. If you are lazy like me and don’t want to run the report manually for each database then below query would be handy to provide same report for all database. This query is runs behind the scenes by the report. All I have done is remove the filter for database name (at the last – highlighted). DECLARE @curr_tracefilename VARCHAR(500); DECLARE @base_tracefilename VARCHAR(500); DECLARE @indx INT; SELECT @curr_tracefilename = path FROM sys.traces WHERE is_default = 1; SET @curr_tracefilename = REVERSE(@curr_tracefilename); SELECT @indx  = PATINDEX('%\%', @curr_tracefilename) ; SET @curr_tracefilename = REVERSE(@curr_tracefilename); SET @base_tracefilename = LEFT( @curr_tracefilename,LEN(@curr_tracefilename) - @indx) + '\log.trc'; SELECT  SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),36, PATINDEX('%executed%',TEXTData)-36) AS command ,       LoginName ,       StartTime ,       CONVERT(INT,SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),PATINDEX('%found%',TEXTData) +6,PATINDEX('%errors %',TEXTData)-PATINDEX('%found%',TEXTData)-6)) AS errors ,       CONVERT(INT,SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),PATINDEX('%repaired%',TEXTData) +9,PATINDEX('%errors.%',TEXTData)-PATINDEX('%repaired%',TEXTData)-9)) repaired ,       SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),PATINDEX('%time:%',TEXTData)+6,PATINDEX('%hours%',TEXTData)-PATINDEX('%time:%',TEXTData)-6)+':'+SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),PATINDEX('%hours%',TEXTData) +6,PATINDEX('%minutes%',TEXTData)-PATINDEX('%hours%',TEXTData)-6)+':'+SUBSTRING(CONVERT(NVARCHAR(MAX),TEXTData),PATINDEX('%minutes%',TEXTData) +8,PATINDEX('%seconds.%',TEXTData)-PATINDEX('%minutes%',TEXTData)-8) AS time FROM::fn_trace_gettable( @base_tracefilename, DEFAULT) WHERE EventClass = 22 AND SUBSTRING(TEXTData,36,12) = 'DBCC CHECKDB' -- AND DatabaseName = @DatabaseName; Don’t get worried about the logic above. All it is doing is reading the trace files, parsing below entry and getting out information for underlined words. DBCC CHECKDB (CorruptedDatabase) executed by sa found 2 errors and repaired 0 errors. Elapsed time: 0 hours 0 minutes 0 seconds.  Internal database snapshot has split point LSN = 00000029:00000030:0001 and first LSN = 00000029:00000020:0001. Hopefully now onwards you would run checkdb and understand the importance of it. As responsible DBAs I am sure you are already doing it, let me know how often do you actually run them on you production environment? Reference: Pinal Dave (http://blog.sqlauthority.com)Filed under: PostADay, SQL, SQL Authority, SQL Query, SQL Server, SQL Server Management Studio, SQL Tips and Tricks, T SQL Tagged: SQL Reports

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  • ORACLE RIGHTNOW DYNAMIC AGENT DESKTOP CLOUD SERVICE - Putting the Dynamite into Dynamic Agent Desktop

    - by Andreea Vaduva
    Untitled Document There’s a mountain of evidence to prove that a great contact centre experience results in happy, profitable and loyal customers. The very best Contact Centres are those with high first contact resolution, customer satisfaction and agent productivity. But how many companies really believe they are the best? And how many believe that they can be? We know that with the right tools, companies can aspire to greatness – and achieve it. Core to this is ensuring their agents have the best tools that give them the right information at the right time, so they can focus on the customer and provide a personalised, professional and efficient service. Today there are multiple channels through which customers can communicate with you; phone, web, chat, social to name a few but regardless of how they communicate, customers expect a seamless, quality experience. Most contact centre agents need to switch between lots of different systems to locate the right information. This hampers their productivity, frustrates both the agent and the customer and increases call handling times. With this in mind, Oracle RightNow has designed and refined a suite of add-ins to optimize the Agent Desktop. Each is designed to simplify and adapt the agent experience for any given situation and unify the customer experience across your media channels. Let’s take a brief look at some of the most useful tools available and see how they make a difference. Contextual Workspaces: The screen where agents do their job. Agents don’t want to be slowed down by busy screens, scrolling through endless tabs or links to find what they’re looking for. They want quick, accurate and easy. Contextual Workspaces are fully configurable and through workspace rules apply if, then, else logic to display only the information the agent needs for the issue at hand . Assigned at the Profile level, different levels of agent, from a novice to the most experienced, get a screen that is relevant to their role and responsibilities and ensures their job is done quickly and efficiently the first time round. Agent Scripting: Sometimes, agents need to deliver difficult or sensitive messages while maximising the opportunity to cross-sell and up-sell. After all, contact centres are now increasingly viewed as revenue generators. Containing sophisticated branching logic, scripting helps agents to capture the right level of information and guides the agent step by step, ensuring no mistakes, inconsistencies or missed opportunities. Guided Assistance: This is typically used to solve common troubleshooting issues, displaying a series of question and answer sets in a decision-tree structure. This means agents avoid having to bookmark favourites or rely on written notes. Agents find particular value in these guides - to quickly craft chat and email responses. What’s more, by publishing guides in answers on support pages customers, can resolve issues themselves, without needing to contact your agents. And b ecause it can also accelerate agent ramp-up time, it ensures that even novice agents can solve customer problems like an expert. Desktop Workflow: Take a step back and look at the full customer interaction of your agents. It probably spans multiple systems and multiple tasks. With Desktop Workflows you control the design workflows that span the full customer interaction from start to finish. As sequences of decisions and actions, workflows are unique in that they can create or modify different records and provide automation behind the scenes. This means your agents can save time and provide better quality of service by having the tools they need and the relevant information as required. And doing this boosts satisfaction among your customers, your agents and you – so win, win, win! I have highlighted above some of the tools which can be used to optimise the desktop; however, this is by no means an exhaustive list. In approaching your design, it’s important to understand why and how your customers contact you in the first place. Once you have this list of “whys” and “hows”, you can design effective policies and procedures to handle each category of problem, and then implement the right agent desktop user interface to support them. This will avoid duplication and wasted effort. Five Top Tips to take away: Start by working out “why” and “how” customers are contacting you. Implement a clean and relevant agent desktop to support your agents. If your workspaces are getting complicated consider using Desktop Workflow to streamline the interaction. Enhance your Knowledgebase with Guides. Agents can access them proactively and can be published on your web pages for customers to help themselves. Script any complex, critical or sensitive interactions to ensure consistency and accuracy. Desktop optimization is an ongoing process so continue to monitor and incorporate feedback from your agents and your customers to keep your Contact Centre successful.   Want to learn more? Having attending the 3-day Oracle RightNow Customer Service Administration class your next step is to attend the Oracle RightNow Customer Portal Design and 2-day Dynamic Agent Desktop Administration class. Here you’ll learn not only how to leverage the Agent Desktop tools but also how to optimise your self-service pages to enhance your customers’ web experience.   Useful resources: Review the Best Practice Guide Review the tune-up guide   About the Author: Angela Chandler joined Oracle University as a Senior Instructor through the RightNow Customer Experience Acquisition. Her other areas of expertise include Business Intelligence and Knowledge Management.  She currently delivers the following Oracle RightNow courses in the classroom and as a Live Virtual Class: RightNow Customer Service Administration (3 days) RightNow Customer Portal Design and Dynamic Agent Desktop Administration (2 days) RightNow Analytics (2 days) Rightnow Chat Cloud Service Administration (2 days)

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  • Parner Webcast - Innovations in Products Program

    - by Richard Lefebvre
    We are pleased to invite you to join the Innovations in Products –webcast. Innovations in Products will present Oracle Applications' Product's new functions and features including sales positioning. The key objectives of these webcasts are to inspire System Integrator's implementation personnel to conduct successful after sales in their Customer projects. Innovations in Products will be presented on the 1st Monday of each quarter after the billable day (4:00 to 5:00 PM CET). The webcast is intended for System Integrator's Implementation Certified Specialists but Innovations in Products is open for other interested Oracle Applications system Integrator's personnel as well. At first, two Oracle representatives will discuss Oracle's contribution to Partners. Then you will see product breakout session followed by Q&A with Oracle Experts. Each session will last for maximum 1 hour. A Q&A document covering all questions and answers will be made available after the webcast. What are the Benefits for partners? Find out how Innovations in Products helps you to improve your after sales Discover new functions and features so you can enrich your Customers's solution Learn more about Oracle Applications products, especially sales positioning Hear crucial questions raised by colleague alike, learn from their interest Engage and present your questions to subject experts Be inspired of the richness of Oracle Application portfolio – for your and your customer’s benefit Note: Should you already be familiar with a specific Product, then choose another one. Doing so you would expand your knowledge of the overall Applications portfolio. Some presentations contain product demonstration, although these presentations are not intended to be extremely detailed technical presentations. Note: At the latter part of this email you have also 17 links into the recent Applications Products presentations and 6 links into the Public Sector Value Proposition presentations that were presented in Innovations in Industries -program. Product breakout sessions: Topics Speaker To Register Fusion Applications Technology and Extensibility: A next-generation platform that adapts to client needs. Matthew Johnson, Sr. Director, SCM Product Development, EMEA CLICK HERE Fusion Applications - Transforming your Back-Office Accounting Function: Changing how people work in back office functions to drive value add Liam Nolan, Director, ERP Product Development, EMEA CLICK HERE Fusion HCM & Talent Overview & Extensibility: A more in-depth look into a personalized HCM solution Synco Jonkeren, Vice-President HCM Product Development & Management, EMEA CLICK HERE Fusion HCM Compensation Planning: Compensate To Compete Rosie Warner, Director, HCM Sales Development CLICK HERE Enterprise PLM for the Product Value Chain: Oracle Enterprise PLM offers Industry specific solutions that cover the Product Value Chain Ulf Köster, Sales Development Leader Enterprise PLM, Oracle Western Europe CLICK HERE Oracle's Asset Management and Maintenance Solution: What you need to know to successfully implement Oracle Asset Management solutions within Oracle Installed Base Philip Carey, Asset Management and Maintenance Solution Specialist CLICK HERE For more details please visit Innovations in Products and other breakout sessions on OPN page. Delivery Format Innovations in Products –program is a series of FREE prerecorded Applications product presentations followed by Q&A. It will be delivered over the Web. Participants have the opportunity to submit questions during the web cast via chat and subject matter experts will provide verbal answers live. Innovations in Products consists of several parallel prerecorded product breakout sessions, each lasting for max. 1 hour. At first, two Oracle representatives will discuss Oracle’s contribution to Partners. Then you’ll see the product breakout sessions followed by Q&A with Oracle Experts. A Q&A document covering all questions and answers will be made available after the webcast. You can also see Innovations in Products afterwards as its content will be available online for the next 6-12 months. The next Innovations in Products web casts will be presented as follows: July 2nd 2012 October 1st 2012 January 14th 2013 April 8th 2013. Note: Depending on local network bandwidth please allow some seconds time the presentations to download. You might want to refresh your screen by pressing F5. Duration Maximum 1 hour For further information please contact me Markku Rouhiainen. Recent Innovations in Products presentations Applications Products presented on April the 2nd, 2012 Speaker To Register Fusion CRM: Effective, Efficient and Easy James Penfold , Senior Director, Applications Product Development and Product Management CLICK HERE Fusion HCM: Talent management overview performance, goals, talent review Jaime Losantos Viñolas, Director, HCM Sales Development CLICK HERE Distributed Order Management - Fusion SCM Solution Vikram K Singla, Business Development Director, Supply Chain Management Applications, UK CLICK HERE Oracle Transportation Management Dominic Regan, Senior Director Oracle Transportation Management EMEA CLICK HERE Oracle Value Chain Planning: Demantra Sales & Operation Planning and Demantra Demand Management Lionel Albert, Senior Director Value Chain Planning, EMEA CLICK HERE Oracle CX (Customer Experience) - formerly CEM: Powering Great Customer Experiences Maria Ramirez , CRM Presales Consultant, EPC CLICK HERE EPM 11.1.2.2 Overview Nicholas Cox , EMEA Sales Development Director - Enterprise Performance Management CLICK HERE Oracle Hyperion Profitability and Cost Management, 11.1.2.1 Daniela Lazar , Senior EPM Sales Consultant, EPC CLICK HERE January the 16th 2012 Speaker To Register CRM / ATG: Best-in-Class CRM & Commerce Maria Ramirez , Associate CRM Presales Consultant, EPC CLICK HERE CRM / Automate Business Rules for Maximum Efficiency with OPA (Oracle Policy Automation) Marco Nilo, Associate CRM Presales Consultant, EPC CLICK HERE CRM / InQuira Toby Baker, Principal Sales Consultant, CRM Product Specialist Team CLICK HERE EPM / Business Intelligence Foundation Suite – Sales and Product Updates Liviu Nitescu, Senior BI Sales Consultant, EPC CLICK HERE EPM / Hyperion Planning 11.1.2.1 - Sales & Product Updates Andreea Voinea, EPM Sales Consultant, EPC CLICK HERE ERP / JDE EnterpriseOne Fulfillment Management Overview Mirela Andreea Nasta , ERP Presales Consultant, EPC CLICK HERE ERP / Spotlights on iExpenses Elena Nita ,ERP Presales Consultant, EPC CLICK HERE MDM / Master Data Management Martin Boyd , Senior Director Product Strategy CLICK HERE Product break through session Fusion Applications Human Capital Management Rosie Warner , Director, HCM Sales Development CLICK HERE Recent Innovations in Industries Value Proposition presentations January the 16th 2012 Speaker To Register Process Modernisation Iemke Idsingh Public Sector Solutions Director CLICK HERE Shared Services Ann Smith Business Development Director, Shared Services CLICK HERE Strengthening Financial Discipline Whilst Delivering Cashable Savings Philippa Headley UK Sales Development Director Public Sector - EPM Solutions CLICK HERE Social Welfare Industry Solutions Christian Wernberg-Tougaard Industry Director - Social Welfare CLICK HERE Police Industry Solutions Jeff Penrose Solution Sales Director CLICK HERE Tax and Revenue Management Industry Solutions Andre van der Post Global Director - Tax Solutions and Strategy CLICK HERE  

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