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  • The New My Oracle Support User Interface (HTML-based)

    - by user793553
    A single source for learning about the latest enhancements to the My Oracle Support User Interface... On January 27, 2012, we launched a new My Oracle Support HTML-based user interface (UI). The new user interface is built using Oracle’s Application Development Framework and is our first step towards providing a single online support portal for our customers and partners; one that all users will transition to in the coming months. Further enhancements to the HTML-based user interface are planned for April 13, 2012. We will transition users of the standard Flash-based interface in the coming months. To help facilitate a smooth transition, we invite you to preview and begin using the new My Oracle Support interface by going to supporthtml.oracle.com and sign in using your Single Sign-on username and password For full information regarding functionality, supported browsers and links to quick and easy videos on how to navigate the new UI, please check out Doc ID 1385682.1 

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  • Premier Support for Hyperion Enterprise Performance Management System 11.1.1.x Ends July 2013

    - by inowodwo
    Premier Support for Oracle Hyperion Enterprise Performance Management System release 11.1.1.x expires July 2013. After July 2013, Sustaining Support will continue to be provided in accordance with Oracle's Lifetime Support Policy. Customers must follow a supported upgrade path.If your deployment is at EPM System release 11.1.1.4- Your supported upgrade path is directly to release 11.1.2.2.If your deployment is at EPM System Release 11.1.1.3 release- Your supported upgrade path is directly to release 11.1.2.2.If your deployment is at a prior 11.1.1.3 release- The recommended path is to upgrade to release 11.1.1.3. From here, you can continue a direct upgrade to release 11.1.2.2. For more information see Doc ID 1511588.1 or the Oracle Lifetime Support Policy

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  • Learn Why Oracle is Offering Linux Support

    Cliff interviews Edward Screven, Oracle's Chief Corporate Architect, about why Oracle decided to support Linux, what the different levels of support will be, how this benefits Oracle applications customers, and whether Oracle will continue to support other operating systems.

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  • ubuntu-support-status error

    - by Robert Vila
    Running Natty, I read: "The ubuntu-support-status command will print the exact status of your system." I typed: $ ubuntu-support-status Traceback (most recent call last): File "/usr/bin/ubuntu-support-status", line 105, in <module> (still_supported, support_str) = get_maintenance_status(cache, pkg.name, support_tag) File "/usr/bin/ubuntu-support-status", line 37, in get_maintenance_status raise Exception("No date tag found") Exception: No date tag found Does someone know why can this happen. Could it be because is it running on a Mac. How can this be fixed?

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  • Developing a Support Plan for Cloud Applications

    - by BuckWoody
    Last week I blogged about developing a High-Availability plan. The specifics of a given plan aren't as simple as "Step 1, then Step 2" because in a hybrid environment (which most of us have) the situation changes the requirements. There are those that look for simple "template" solutions, but unless you settle on a single vendor and a single way of doing things, that's not really viable. The same holds true for support. As I've mentioned before, I'm not fond of the term "cloud", and would rather use the tem "Distributed Computing". That being said, more people understand the former, so I'll just use that for now. What I mean by Distributed Computing is leveraging another system or setup to perform all or some of a computing function. If this definition holds true, then you're essentially creating a partnership with a vendor to run some of your IT - whether that be IaaS, PaaS or SaaS, or more often, a mix. In your on-premises systems, you're the first and sometimes only line of support. That changes when you bring in a Cloud vendor. For Windows Azure, we have plans for support that you can pay for if you like. http://www.windowsazure.com/en-us/support/plans/ You're not off the hook entirely, however. You still need to create a plan to support your users in their applications, especially for the parts you control. The last thing they want to hear is "That's vendor X's problem - you'll have to call them." I find that this is often the last thing the architects think about in a solution. It's fine to put off the support question prior to deployment, but I would hold off on calling it "production" until you have that plan in place. There are lots of examples, like this one: http://www.va-interactive.com/inbusiness/editorial/sales/ibt/customer.html some of which are technology-specific. Once again, this is an "it depends" kind of approach. While it would be nice if there was just something in a box we could buy, it just doesn't work that way in a hybrid system. You have to know your options and apply them appropriately.

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  • Developing a Support Plan for Cloud Applications

    - by BuckWoody
    Last week I blogged about developing a High-Availability plan. The specifics of a given plan aren't as simple as "Step 1, then Step 2" because in a hybrid environment (which most of us have) the situation changes the requirements. There are those that look for simple "template" solutions, but unless you settle on a single vendor and a single way of doing things, that's not really viable. The same holds true for support. As I've mentioned before, I'm not fond of the term "cloud", and would rather use the tem "Distributed Computing". That being said, more people understand the former, so I'll just use that for now. What I mean by Distributed Computing is leveraging another system or setup to perform all or some of a computing function. If this definition holds true, then you're essentially creating a partnership with a vendor to run some of your IT - whether that be IaaS, PaaS or SaaS, or more often, a mix. In your on-premises systems, you're the first and sometimes only line of support. That changes when you bring in a Cloud vendor. For Windows Azure, we have plans for support that you can pay for if you like. http://www.windowsazure.com/en-us/support/plans/ You're not off the hook entirely, however. You still need to create a plan to support your users in their applications, especially for the parts you control. The last thing they want to hear is "That's vendor X's problem - you'll have to call them." I find that this is often the last thing the architects think about in a solution. It's fine to put off the support question prior to deployment, but I would hold off on calling it "production" until you have that plan in place. There are lots of examples, like this one: http://www.va-interactive.com/inbusiness/editorial/sales/ibt/customer.html some of which are technology-specific. Once again, this is an "it depends" kind of approach. While it would be nice if there was just something in a box we could buy, it just doesn't work that way in a hybrid system. You have to know your options and apply them appropriately.

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  • My Oracle Support Accreditation for Database and Enterprise Manager

    - by A. G.
    Have you actively used My Oracle Support for 6-9 months? Take your expertise to the next level—become accredited! By completing the accreditation learning series, you can increase your proficiency with My Oracle Support’s core functions and build skills to help you leverage Oracle solutions, tools, and knowledge that enable productivity. Accreditation learning paths are available for Oracle Database and Enterprise Manager, which focus on product-specific best practices, recommendations, and tool enablement—up leveling your capabilities with these Oracle products. Course topics include:   Oracle Database Staying informed  Install Patching Upgrade Performance Security Scalability Enterprise Manager Staying informed  Supportability Certification Patching Upgrade Performance Diagnostic Tools Troubleshooting Visit the My Oracle Support Accreditation Index and get started with the Level 1 My Oracle Support Accreditation path and product-specific Level 2 learning paths for Oracle Database and Enterprise Manager.

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  • Leadership Perspective: Using My Oracle Support Community to Increase Productivity

    Your IT organization may know about My Oracle Support Community, but as an IT leader facing tight budgets and increasing SLAs have you considered the operational business benefits Community offers? These benefits include faster problem resolution and increased per capita work capacity. In this podcast, learn how to maximize IT productivity without spending an additional dollar on support, using tools already included in your Oracle Premier Support subscription.

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  • Java EE 7 support in Eclipse 4.3

    - by arungupta
    Eclipse Kepler (4.3) features 71 different open source projects and over 58 million LOC. One of the main themes of the release is the support for Java EE 7. Kepler specifically added support for the features mentioned below: Create Java EE 7 Eclipse projects or using Maven New facets for JPA 2.1, JSF 2.2, Servlet 3.1, JAX-RS 2.0, EJB 3.2 Schemas and descriptors updated for Java EE 7 standards (web.xml, application.xml, ejb-jar.xml, etc) Tolerance for JPA 2.1 such as features can be used without causing invalidation and content assist for UI (JPA 2.1) Support for NamedStoredProcedureQuery (JPA 2.1) Schema generation configuration in persistence.xml (JPA 2.1) Updates to persistence.xml editor with the new JPA 2.1 properties Existing features support EE7 (Web Page Editor, Palette, EL content assist, annotations, JSF tags, Facelets, etc) Code generation wizards tolerant of EE7 (New EJB, Servlet, JSP, etc.) A comprehensive list of features added in this release is available in Web Tools Platform 3.5 - New and Noteworthy. Download Eclipse 4.3 and Java EE 7 SDK and start playing with Java EE 7! Oracle Enterprise Pack for Eclipse was released recently that uses Eclipse Kepler RC3 but will be refreshed soon to include the final bits.

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  • My Oracle Support??????????????: Exadata????

    - by Steve He(???)
    ?2012?10???????My Oracle Support ??????????,?????????????????????12?20???Exadata????????????????? ?,?????,????,?????????????????My Oracle Support????,?Oracle?????,??????????Oracle????? ?????????????????????????Exadata??,????????????????????????????????,??????,?????????????????????,?????????????????????! ?????? ? https://communities.oracle.com/ ??My Oracle Support???,???“????”! ???????????,12?20??????????Exadata??!

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  • My Oracle Support 6.3 - ?????

    - by Steve He(???)
    My Oracle Support 6.3 ?2012?10?13???,???????30?????60+bug ??. ?????? ????????????,?“how to”????????,???????????????? ?My Oracle Support????????????:??????????,?????????(???????????)? ????:???My Oracle Support??????????????????????,????????????????,????????????????????,???????,????????,???????????????,???:https://blogs.oracle.com/supportportal/entry/mos_6_2_release ???????ORA-600,ORA-700:??“ORA-600 [ARG1]”???“ORA-00600: Internal Error Code, Arguments: [Arg1]”,??????????

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  • ????My Oracle Support????

    - by Steve He(???)
    Normal 0 7.8 ? 0 2 false false false EN-US ZH-CN X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:????; 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:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.5pt; mso-bidi-font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:??; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi; mso-font-kerning:1.0pt;} Normal 0 7.8 ? 0 2 false false false EN-US ZH-CN X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:????; 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:0cm 5.4pt 0cm 5.4pt; mso-para-margin:0cm; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.5pt; mso-bidi-font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:??; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi; mso-font-kerning:1.0pt;} ????????My Oracle Support???10????????????????????   My Oracle Support?????????????,????,????????,?????Oracle??,??????????????????My Oracle Support???,????(SR),????????,My Oracle Support???????????????,??????????,????????????????????,??Oracle??,??????,?????????????   ?????2???:1.???My Oracle Support,???“??(community)”???,????????????My Oracle Support???2. ????????https??My Oracle Support??:  https://communities.oracle.com/ ???????????????????,???????????????????????,??????????????????????????,??Oracle?????,?????Oracle?????????? ????????????????,?????????????????,???????????????????,????????????????,????????????????!??????“https://communities.oracle.com/”?????????,????????????

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  • An Open Letter from Lyle Ekdahl, Group Vice President and General Manager, Oracle's JD Edwards

    - by Brian Dayton
    From Lyle Ekdahl, Group Vice President and General Manager, Oracle's JD Edwards As you may have heard, we recently announced some changes to the way Oracle will offer licensing of technology products with JD Edwards EnterpriseOne. Specifically, we have withdrawn from new sales the product known as JD Edwards EnterpriseOne Technology Foundation ("Blue Stack"). Our motivation for this change is simply to streamline licensing for our customers. Going forward, customers will license Oracle products from Oracle and IBM products from IBM. Customers who are currently licensed for Technology Foundation will continue to receive support--unchanged--through September 30, 2016. This announcement affects how customers license these IBM products; it does not affect Oracle's certification roadmap for IBM products with JD Edwards EnterpriseOne. Customers who are currently running their JD Edwards EnterpriseOne infrastructure using IBM platform components can continue to do so regardless of whether they license these components via Technology Foundation or directly from IBM. New customers choosing to run JD Edwards EnterpriseOne on IBM technology should license JD Edwards EnterpriseOne Core Tools from Oracle while licensing Infrastructure and any licenses of IBM products from IBM. For more information about this announcement, customers should refer to My Oracle Support article 1232453.1 Questions included in the "Frequently Asked Questions" document on My Oracle Support: Is Oracle dropping support for IBM DB2 and IBM WebSphere with JD Edwards EnterpriseOne? No. This announcement affects how customers license these IBM products; it does not affect Oracle's certification roadmap for these products. The JD Edwards EnterpriseOne matrix of supported databases, web servers, and portals remains unchanged, including planned support for IBM DB2, IBM WebSphere Application Server, and IBM WebSphere Portal. Customers who are currently running their JD Edwards EnterpriseOne infrastructure using IBM platform components can continue to do so regardless of whether they license these components via Technology Foundation or directly from IBM. As always, the timing and versions of such third-party certifications remain at Oracle's discretion. Does this announcement mean that Oracle is withdrawing support for JD Edwards EnterpriseOne on the IBM i platform? Absolutely not. JD Edwards EnterpriseOne support on the IBM i platform remains unchanged. This announcement simply states that customers will acquire Oracle products from Oracle and IBM products from IBM. In fact, as evidenced by the recent "IBM i Solution Edition for JD Edwards" offering, IBM and the JD Edwards product teams continue to innovate and offer attractive, cost-competitive solutions to the ERP marketplace. For more information about this offering see: http://www-03.ibm.com/systems/i/advantages/oracle/. I hope this clarifies any concerns. Let me know if you have any additional questions or concerns. -Lyle

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  • ROracle support for TimesTen In-Memory Database

    - by Sam Drake
    Today's guest post comes from Jason Feldhaus, a Consulting Member of Technical Staff in the TimesTen Database organization at Oracle.  He shares with us a sample session using ROracle with the TimesTen In-Memory database.  Beginning in version 1.1-4, ROracle includes support for the Oracle Times Ten In-Memory Database, version 11.2.2. TimesTen is a relational database providing very fast and high throughput through its memory-centric architecture.  TimesTen is designed for low latency, high-volume data, and event and transaction management. A TimesTen database resides entirely in memory, so no disk I/O is required for transactions and query operations. TimesTen is used in applications requiring very fast and predictable response time, such as real-time financial services trading applications and large web applications. TimesTen can be used as the database of record or as a relational cache database to Oracle Database. ROracle provides an interface between R and the database, providing the rich functionality of the R statistical programming environment using the SQL query language. ROracle uses the OCI libraries to handle database connections, providing much better performance than standard ODBC.The latest ROracle enhancements include: Support for Oracle TimesTen In-Memory Database Support for Date-Time using R's POSIXct/POSIXlt data types RAW, BLOB and BFILE data type support Option to specify number of rows per fetch operation Option to prefetch LOB data Break support using Ctrl-C Statement caching support Times Ten 11.2.2 contains enhanced support for analytics workloads and complex queries: Analytic functions: AVG, SUM, COUNT, MAX, MIN, DENSE_RANK, RANK, ROW_NUMBER, FIRST_VALUE and LAST_VALUE Analytic clauses: OVER PARTITION BY and OVER ORDER BY Multidimensional grouping operators: Grouping clauses: GROUP BY CUBE, GROUP BY ROLLUP, GROUP BY GROUPING SETS Grouping functions: GROUP, GROUPING_ID, GROUP_ID WITH clause, which allows repeated references to a named subquery block Aggregate expressions over DISTINCT expressions General expressions that return a character string in the source or a pattern within the LIKE predicate Ability to order nulls first or last in a sort result (NULLS FIRST or NULLS LAST in the ORDER BY clause) Note: Some functionality is only available with Oracle Exalytics, refer to the TimesTen product licensing document for details. Connecting to TimesTen is easy with ROracle. Simply install and load the ROracle package and load the driver. > install.packages("ROracle") > library(ROracle) Loading required package: DBI > drv <- dbDriver("Oracle") Once the ROracle package is installed, create a database connection object and connect to a TimesTen direct driver DSN as the OS user. > conn <- dbConnect(drv, username ="", password="", dbname = "localhost/SampleDb_1122:timesten_direct") You have the option to report the server type - Oracle or TimesTen? > print (paste ("Server type =", dbGetInfo (conn)$serverType)) [1] "Server type = TimesTen IMDB" To create tables in the database using R data frame objects, use the function dbWriteTable. In the following example we write the built-in iris data frame to TimesTen. The iris data set is a small example data set containing 150 rows and 5 columns. We include it here not to highlight performance, but so users can easily run this example in their R session. > dbWriteTable (conn, "IRIS", iris, overwrite=TRUE, ora.number=FALSE) [1] TRUE Verify that the newly created IRIS table is available in the database. To list the available tables and table columns in the database, use dbListTables and dbListFields, respectively. > dbListTables (conn) [1] "IRIS" > dbListFields (conn, "IRIS") [1] "SEPAL.LENGTH" "SEPAL.WIDTH" "PETAL.LENGTH" "PETAL.WIDTH" "SPECIES" To retrieve a summary of the data from the database we need to save the results to a local object. The following call saves the results of the query as a local R object, iris.summary. The ROracle function dbGetQuery is used to execute an arbitrary SQL statement against the database. When connected to TimesTen, the SQL statement is processed completely within main memory for the fastest response time. > iris.summary <- dbGetQuery(conn, 'SELECT SPECIES, AVG ("SEPAL.LENGTH") AS AVG_SLENGTH, AVG ("SEPAL.WIDTH") AS AVG_SWIDTH, AVG ("PETAL.LENGTH") AS AVG_PLENGTH, AVG ("PETAL.WIDTH") AS AVG_PWIDTH FROM IRIS GROUP BY ROLLUP (SPECIES)') > iris.summary SPECIES AVG_SLENGTH AVG_SWIDTH AVG_PLENGTH AVG_PWIDTH 1 setosa 5.006000 3.428000 1.462 0.246000 2 versicolor 5.936000 2.770000 4.260 1.326000 3 virginica 6.588000 2.974000 5.552 2.026000 4 <NA> 5.843333 3.057333 3.758 1.199333 Finally, disconnect from the TimesTen Database. > dbCommit (conn) [1] TRUE > dbDisconnect (conn) [1] TRUE We encourage you download Oracle software for evaluation from the Oracle Technology Network. See these links for our software: Times Ten In-Memory Database,  ROracle.  As always, we welcome comments and questions on the TimesTen and  Oracle R technical forums.

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  • ROracle support for TimesTen In-Memory Database

    - by Sherry LaMonica
    Today's guest post comes from Jason Feldhaus, a Consulting Member of Technical Staff in the TimesTen Database organization at Oracle.  He shares with us a sample session using ROracle with the TimesTen In-Memory database.  Beginning in version 1.1-4, ROracle includes support for the Oracle Times Ten In-Memory Database, version 11.2.2. TimesTen is a relational database providing very fast and high throughput through its memory-centric architecture.  TimesTen is designed for low latency, high-volume data, and event and transaction management. A TimesTen database resides entirely in memory, so no disk I/O is required for transactions and query operations. TimesTen is used in applications requiring very fast and predictable response time, such as real-time financial services trading applications and large web applications. TimesTen can be used as the database of record or as a relational cache database to Oracle Database. ROracle provides an interface between R and the database, providing the rich functionality of the R statistical programming environment using the SQL query language. ROracle uses the OCI libraries to handle database connections, providing much better performance than standard ODBC.The latest ROracle enhancements include: Support for Oracle TimesTen In-Memory Database Support for Date-Time using R's POSIXct/POSIXlt data types RAW, BLOB and BFILE data type support Option to specify number of rows per fetch operation Option to prefetch LOB data Break support using Ctrl-C Statement caching support Times Ten 11.2.2 contains enhanced support for analytics workloads and complex queries: Analytic functions: AVG, SUM, COUNT, MAX, MIN, DENSE_RANK, RANK, ROW_NUMBER, FIRST_VALUE and LAST_VALUE Analytic clauses: OVER PARTITION BY and OVER ORDER BY Multidimensional grouping operators: Grouping clauses: GROUP BY CUBE, GROUP BY ROLLUP, GROUP BY GROUPING SETS Grouping functions: GROUP, GROUPING_ID, GROUP_ID WITH clause, which allows repeated references to a named subquery block Aggregate expressions over DISTINCT expressions General expressions that return a character string in the source or a pattern within the LIKE predicate Ability to order nulls first or last in a sort result (NULLS FIRST or NULLS LAST in the ORDER BY clause) Note: Some functionality is only available with Oracle Exalytics, refer to the TimesTen product licensing document for details. Connecting to TimesTen is easy with ROracle. Simply install and load the ROracle package and load the driver. > install.packages("ROracle") > library(ROracle) Loading required package: DBI > drv <- dbDriver("Oracle") Once the ROracle package is installed, create a database connection object and connect to a TimesTen direct driver DSN as the OS user. > conn <- dbConnect(drv, username ="", password="", dbname = "localhost/SampleDb_1122:timesten_direct") You have the option to report the server type - Oracle or TimesTen? > print (paste ("Server type =", dbGetInfo (conn)$serverType)) [1] "Server type = TimesTen IMDB" To create tables in the database using R data frame objects, use the function dbWriteTable. In the following example we write the built-in iris data frame to TimesTen. The iris data set is a small example data set containing 150 rows and 5 columns. We include it here not to highlight performance, but so users can easily run this example in their R session. > dbWriteTable (conn, "IRIS", iris, overwrite=TRUE, ora.number=FALSE) [1] TRUE Verify that the newly created IRIS table is available in the database. To list the available tables and table columns in the database, use dbListTables and dbListFields, respectively. > dbListTables (conn) [1] "IRIS" > dbListFields (conn, "IRIS") [1] "SEPAL.LENGTH" "SEPAL.WIDTH" "PETAL.LENGTH" "PETAL.WIDTH" "SPECIES" To retrieve a summary of the data from the database we need to save the results to a local object. The following call saves the results of the query as a local R object, iris.summary. The ROracle function dbGetQuery is used to execute an arbitrary SQL statement against the database. When connected to TimesTen, the SQL statement is processed completely within main memory for the fastest response time. > iris.summary <- dbGetQuery(conn, 'SELECT SPECIES, AVG ("SEPAL.LENGTH") AS AVG_SLENGTH, AVG ("SEPAL.WIDTH") AS AVG_SWIDTH, AVG ("PETAL.LENGTH") AS AVG_PLENGTH, AVG ("PETAL.WIDTH") AS AVG_PWIDTH FROM IRIS GROUP BY ROLLUP (SPECIES)') > iris.summary SPECIES AVG_SLENGTH AVG_SWIDTH AVG_PLENGTH AVG_PWIDTH 1 setosa 5.006000 3.428000 1.462 0.246000 2 versicolor 5.936000 2.770000 4.260 1.326000 3 virginica 6.588000 2.974000 5.552 2.026000 4 <NA> 5.843333 3.057333 3.758 1.199333 Finally, disconnect from the TimesTen Database. > dbCommit (conn) [1] TRUE > dbDisconnect (conn) [1] TRUE We encourage you download Oracle software for evaluation from the Oracle Technology Network. See these links for our software: Times Ten In-Memory Database,  ROracle.  As always, we welcome comments and questions on the TimesTen and  Oracle R technical forums.

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  • Getting developers and support to work together

    - by Matt Watson
    Agile development has ushered in the norm of rapid iterations and change within products. One of the biggest challenges for agile development is educating the rest of the company. At my last company our biggest challenge was trying to continually train 100 employees in our customer support and training departments. It's easy to write release notes and email them to everyone. But for complex software products, release notes are not usually enough detail. You really have to educate your employees on the WHO, WHAT, WHERE, WHY, WHEN of every item. If you don't do this, you end up with customer service people who know less about your product than your users do. Ever call a company and feel like you know more about their product than their customer service people do? Yeah. I'm talking about that problem.WHO does the change effect?WHAT was the actual change?WHERE do I find the change in the product?WHY was the change made? (It's hard to support something if you don't know why it was done.)WHEN will the change be released?One thing I want to stress is the importance of the WHY something was done. For customer support people to be really good at their job, they need to understand the product and how people use it. Knowing how to enable a feature is one thing. Knowing why someone would want to enable it, is a whole different thing and the difference in good customer service. Another challenge is getting support people to better test and document potential bugs before escalating them to development. Trying to fix bugs without examples is always fun... NOT. They might as well say "The sky is falling, please fix it!"We need to over train the support staff about product changes and continually stress how they document and test potential product bugs. You also have to train the sales staff and the marketing team. Then there is updating sales materials, your website, product documentation and other items there are always out of date. Every product release causes this vicious circle of trying to educate the rest of the company about the changes.Do we need to record a simple video explaining the changes and email it to everyone? Maybe we should  use a simple online training type app to help with this problem. Ultimately the struggle is taking the time to do the training, but it is time well spent. It may save you a lot of time answering questions and fixing bugs later. How do we efficiently transfer key product knowledge from developers and product owners to the rest of the company? How have you solved these issues at your company?

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  • New Bundling and Minification Support (ASP.NET 4.5 Series)

    - by ScottGu
    This is the sixth in a series of blog posts I'm doing on ASP.NET 4.5. The next release of .NET and Visual Studio include a ton of great new features and capabilities.  With ASP.NET 4.5 you'll see a bunch of really nice improvements with both Web Forms and MVC - as well as in the core ASP.NET base foundation that both are built upon. Today’s post covers some of the work we are doing to add built-in support for bundling and minification into ASP.NET - which makes it easy to improve the performance of applications.  This feature can be used by all ASP.NET applications, including both ASP.NET MVC and ASP.NET Web Forms solutions. Basics of Bundling and Minification As more and more people use mobile devices to surf the web, it is becoming increasingly important that the websites and apps we build perform well with them. We’ve all tried loading sites on our smartphones – only to eventually give up in frustration as it loads slowly over a slow cellular network.  If your site/app loads slowly like that, you are likely losing potential customers because of bad performance.  Even with powerful desktop machines, the load time of your site and perceived performance can make an enormous customer perception. Most websites today are made up of multiple JavaScript and CSS files to separate the concerns and keep the code base tight. While this is a good practice from a coding point of view, it often has some unfortunate consequences for the overall performance of the website.  Multiple JavaScript and CSS files require multiple HTTP requests from a browser – which in turn can slow down the performance load time.  Simple Example Below I’ve opened a local website in IE9 and recorded the network traffic using IE’s built-in F12 developer tools. As shown below, the website consists of 5 CSS and 4 JavaScript files which the browser has to download. Each file is currently requested separately by the browser and returned by the server, and the process can take a significant amount of time proportional to the number of files in question. Bundling ASP.NET is adding a feature that makes it easy to “bundle” or “combine” multiple CSS and JavaScript files into fewer HTTP requests. This causes the browser to request a lot fewer files and in turn reduces the time it takes to fetch them.   Below is an updated version of the above sample that takes advantage of this new bundling functionality (making only one request for the JavaScript and one request for the CSS): The browser now has to send fewer requests to the server. The content of the individual files have been bundled/combined into the same response, but the content of the files remains the same - so the overall file size is exactly the same as before the bundling.   But notice how even on a local dev machine (where the network latency between the browser and server is minimal), the act of bundling the CSS and JavaScript files together still manages to reduce the overall page load time by almost 20%.  Over a slow network the performance improvement would be even better. Minification The next release of ASP.NET is also adding a new feature that makes it easy to reduce or “minify” the download size of the content as well.  This is a process that removes whitespace, comments and other unneeded characters from both CSS and JavaScript. The result is smaller files, which will download and load in a browser faster.  The graph below shows the performance gain we are seeing when both bundling and minification are used together: Even on my local dev box (where the network latency is minimal), we now have a 40% performance improvement from where we originally started.  On slow networks (and especially with international customers), the gains would be even more significant. Using Bundling and Minification inside ASP.NET The upcoming release of ASP.NET makes it really easy to take advantage of bundling and minification within projects and see performance gains like in the scenario above. The way it does this allows you to avoid having to run custom tools as part of your build process –  instead ASP.NET has added runtime support to perform the bundling/minification for you dynamically (caching the results to make sure perf is great).  This enables a really clean development experience and makes it super easy to start to take advantage of these new features. Let’s assume that we have a simple project that has 4 JavaScript files and 6 CSS files: Bundling and Minifying the .css files Let’s say you wanted to reference all of the stylesheets in the “Styles” folder above on a page.  Today you’d have to add multiple CSS references to get all of them – which would translate into 6 separate HTTP requests: The new bundling/minification feature now allows you to instead bundle and minify all of the .css files in the Styles folder – simply by sending a URL request to the folder (in this case “styles”) with an appended “/css” path after it.  For example:    This will cause ASP.NET to scan the directory, bundle and minify the .css files within it, and send back a single HTTP response with all of the CSS content to the browser.  You don’t need to run any tools or pre-processor to get this behavior.  This enables you to cleanly separate your CSS into separate logical .css files and maintain a very clean development experience – while not taking a performance hit at runtime for doing so.  The Visual Studio designer will also honor the new bundling/minification logic as well – so you’ll still get a WYSWIYG designer experience inside VS as well. Bundling and Minifying the JavaScript files Like the CSS approach above, if we wanted to bundle and minify all of our JavaScript into a single response we could send a URL request to the folder (in this case “scripts”) with an appended “/js” path after it:   This will cause ASP.NET to scan the directory, bundle and minify the .js files within it, and send back a single HTTP response with all of the JavaScript content to the browser.  Again – no custom tools or builds steps were required in order to get this behavior.  And it works with all browsers. Ordering of Files within a Bundle By default, when files are bundled by ASP.NET they are sorted alphabetically first, just like they are shown in Solution Explorer. Then they are automatically shifted around so that known libraries and their custom extensions such as jQuery, MooTools and Dojo are loaded before anything else. So the default order for the merged bundling of the Scripts folder as shown above will be: Jquery-1.6.2.js Jquery-ui.js Jquery.tools.js a.js By default, CSS files are also sorted alphabetically and then shifted around so that reset.css and normalize.css (if they are there) will go before any other file. So the default sorting of the bundling of the Styles folder as shown above will be: reset.css content.css forms.css globals.css menu.css styles.css The sorting is fully customizable, though, and can easily be changed to accommodate most use cases and any common naming pattern you prefer.  The goal with the out of the box experience, though, is to have smart defaults that you can just use and be successful with. Any number of directories/sub-directories supported In the example above we just had a single “Scripts” and “Styles” folder for our application.  This works for some application types (e.g. single page applications).  Often, though, you’ll want to have multiple CSS/JS bundles within your application – for example: a “common” bundle that has core JS and CSS files that all pages use, and then page specific or section specific files that are not used globally. You can use the bundling/minification support across any number of directories or sub-directories in your project – this makes it easy to structure your code so as to maximize the bunding/minification benefits.  Each directory by default can be accessed as a separate URL addressable bundle.  Bundling/Minification Extensibility ASP.NET’s bundling and minification support is built with extensibility in mind and every part of the process can be extended or replaced. Custom Rules In addition to enabling the out of the box - directory-based - bundling approach, ASP.NET also supports the ability to register custom bundles using a new programmatic API we are exposing.  The below code demonstrates how you can register a “customscript” bundle using code within an application’s Global.asax class.  The API allows you to add/remove/filter files that go into the bundle on a very granular level:     The above custom bundle can then be referenced anywhere within the application using the below <script> reference:     Custom Processing You can also override the default CSS and JavaScript bundles to support your own custom processing of the bundled files (for example: custom minification rules, support for Saas, LESS or Coffeescript syntax, etc). In the example below we are indicating that we want to replace the built-in minification transforms with a custom MyJsTransform and MyCssTransform class. They both subclass the CSS and JavaScript minifier respectively and can add extra functionality:     The end result of this extensibility is that you can plug-into the bundling/minification logic at a deep level and do some pretty cool things with it. 2 Minute Video of Bundling and Minification in Action Mads Kristensen has a great 90 second video that shows off using the new Bundling and Minification feature.  You can watch the 90 second video here. Summary The new bundling and minification support within the next release of ASP.NET will make it easier to build fast web applications.  It is really easy to use, and doesn’t require major changes to your existing dev workflow.  It is also supports a rich extensibility API that enables you to customize it however you want. You can easily take advantage of this new support within ASP.NET MVC, ASP.NET Web Forms and ASP.NET Web Pages based applications. Hope this helps, Scott P.S. In addition to blogging, I use Twitter to-do quick posts and share links. My Twitter handle is: @scottgu

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  • Oracle Enterprise Pack for Eclipse (OEPE) 11.1.1.7 adds Oracle ADF Tooling Support

    - by greg.stachnick
    Oracle Enterprise Pack for Eclipse (OEPE) 11.1.1.7 is now available and includes first-time support for Oracle ADF development in Eclipse. Installers for OEPE 11.1.1.7 as well as Eclipse Update instructions can be found on the OEPE downloads page. Here is an overview of the new features of OEPE 11.1.1.7: Support for Oracle ADF Faces Oracle Enterprise Pack for Eclipse (OEPE) 11.1.1.7 now provides support for development with Oracle ADF 11.1.1.4. These features focus on enablement and configuration of the ADF Runtime with Eclipse and WebLogic Server 10.3.4 as well as design time tools for ADF Faces. A new OEPE 11.1.1.7 installer bundles WebLogic Server 10.3.4, Coherence 3.6, and Oracle ADF 11.1.1.4. New Server Extensions allow you to download and install the ADF Runtime libraries into an existing WebLogic Server from within Eclipse. New Project Templates and Facets are available for ADF Faces development (ADF Web). New ADF validators with QuickFix options will check common descriptors for the appropriate ADF configurations. ADF-enabled JSP templates supporting multiple layouts are available under the New menu. New Remote and Local run/deploy support for ADF applications to WebLogic Server 10.3.4 The Palette now supports drag and drop of ADF Faces and Data Visualization Tools (DVT) tags and includes editors for eash tag configuration. The Eclipse Property Sheet has been enhanced to provide advanced ADF tag configuration. AppXRay dependency engine provides improved validation, code completion, and hyperlink navigation for ADF Faces and DVT Tags The Eclipse Web Page Editor enables a more productive source editing experience for ADF Faces. UI Consolidation for WebLogic Server Tools Oracle Enterprise Pack for Eclipse 11.1.1.7 includes a more streamlined UI for WebLogic Server development. You can now view deployments within the Servers view to understand which modules have been deployed to the domain. The MBean Browser View has been merged with the Servers view enabling easier access to MBean values while still allowing Drag and Drop to WLST scripts. WebLogic Server configuration options have been moved to the Properties window, right-click a server configuration and select Properties.

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  • Get Proactive: automatischer Support bietet Vorteile

    - by A&C Redaktion
    „Proaktiv“, das bedeutet soviel wie: handeln statt abwarten, Initiative statt Reaktion. So möchte auch die Aktion „Get Proactive“ für Oracle Premier Support Kunden einen vorausschauenden, offensiven Umgang mit Support-Fällen fördern. Die automatisierte Unterstützung der Systeme, die Oracle Partner und Kunden einen deutlichen Vorsprung vor der Konkurrenz verschaffen kann, umfasst drei Bereiche: Sie heißen Prevent, Resolve und Upgrade. „Prevent“ umfasst alle Maßnahmen der Vorsorge: Deren Ziel ist es, ein mögliches Problem aufzudecken und zu lösen, noch bevor es es sich negativ auswirkt. So können beispielsweise produktbezogene Security Alerts zugeschickt werden, ebenso auf das jeweilige System zugeschnittene Patch-Empfehlungen und Risiko-Warnungen. „Resolve“ steht für den Anspruch, auftretende Probleme schneller und zielgerichtet zu lösen. Notwendig sind dafür die passenden Diagnosetools und -maßnahmen. Spezifische Informationen für individuelle Systeme stehen im Product Information Center zur Verfügung. Zudem helfen Auto-Detect-Werkzeuge dabei, Lösungen für bekannte Probleme zu finden. Wertvolle Hinweise bieten auch die Partner und User in der Online Support Community und natürlich die umfangreiche Wissensbasis in MOS. „Upgrade“ bündelt, wie der Name schon sagt, Schritte zur Risikominimierung durch Unterstützung beim Upgrade. Jeder kann dabei selbst die jeweilige Umgebung auf zertifizierte Produkte prüfen. Tipps und Tricks verrät der Upgrade Advisor mit Best Practices für verschiedenste Produkte, Prozesse und Versionen. Der Patch- und Upgrade-Plan erleichtert die Systemupgrade-Planung. Detaillierte Informationen finden Sie auf den Oracle-Support-Webseiten – geben Sie einfach „Get Proactive“ in die Suchmaske ein.

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  • FrameworkFolders support for WebCenter Portal

    - by Justin Paul-Oracle
    Oracle WebCenter Content Server includes components that provide a hierarchical folder interface, similar to a conventional file system, for organizing and managing some or all of the content in the repository. We used Contribution Folders (folders_g) which is being replaced by the new Folders (FrameworkFolders) component. The newer FrameworkFolders component fixes a number of limitations that folders_g had and adds a ton of new features. If you have played with the WebCenter Content mobile app, you will notice that it uses FrameworkFolders too. WebCenter Portal requires the use of the folders_g component. Given the fact that folders_g and FrameworkFolders component do not go well together and must never be enabled together on any system, you could never use the new features if you planned to use integrate Content with Portal. I still remember presenting a demo with a colleague for a client and he was showing off the mobile capabilities in Portal (which are pretty impressive by the way) and was getting all the glory; while I was sitting back wanting to show off the Content app but could not (no FrameworkFolders). Not any more; Oracle has released bundle patches for both WebCenter Content and Portal in April 2014 which bring home the support for FrameworkFolders. These patches will bring these products to version 11.1.1.8.3. You can enable support for FrameworkFolders on new Content and Portal installations where the folders_g component has never been enabled using the following patches: Download and apply the WebCenter Content MLR03 patch 18088049. Download and apply the WebCenter Portal BP3 patch 18085041. Download and apply the WebCenterConfigure component patch 18387955. Before applying this patch on the Content Server ensure that WebCenter Content MLR03 patch 18088049 has already been applied. You can find detailed instructions on how to enable FrameworkFolders support in the Oracle® Fusion Middleware Installation Guide for Oracle WebCenter Portal 11g Release 1 (11.1.1.8.3). There may be another bundle patches release (version 11.1.1.8.4) for many FMW products (including WebCenter Portal) in July 2014 which could further enhance the FrameworkFolders support.

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  • The Ubuntu Advantage Service right for my non-profit?

    - by Robert
    My small 5 computer office currently runs on Ubuntu. 2 of the desktops run Windows7 in Sun Virtualbox software, and are used for Quickbooks. I am going off to college, and I am looking for a paid tech support solution to replace my IT position. I have an approx $300/mth budget, and I am wiling to discuss higher rates. Everyone in the office is currently comfortable with regular desktop usage, but I am handling all of the software installation and updates. I was hoping to get a total support package for all of their tech related questions, but I cannot find any services which will support linux. Is the Ubuntu Advantage Service something which can take my place? They would mostly need network help, printer help, and an occasional software compatibly troubleshooting session. If this is not a solution, does anyone know of a tech support forum/hotline which would cover all of this? Thank you for reading.

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  • Product Support News for Oracle Solaris, Systems, and Storage

    - by user12244613
    Hi System Support Customers, April Newsletter is now available The April, 2012 Newsletter for Oracle Solaris, Systems, and Storage is now available via document 1363390.1 *Requires a My Oracle Support account to access. Please take a few minutes to read the newsletter. The newsletter is the primary method of communication about what we in support would like you to be aware of. If you are not receiving the newsletter, it could be due to: (a) Your Oracle profile does not have the allow Oracle Communication selected (on oracle.com Sign In, or if logged in select "Account" and under your Job Role, check you have selected this box : [ ] Yes, send me e-mails in Oracle Products.... (b) you have not logged a service request during the last 12 months. Oracle is working to improve the distribution process and changes are coming and once they are ready I will write more about that. But today if you don't automatically receive the newsletter all you can do is save it as a favorite within My Oracle Support and come back on the 2nd of each month to check out the changes. This month I am really interested to find out from you is the Newsletter providing you the type of items that you are interested in. To gather some data on that, I have a small 2minute survey running on the newsletter or you can access it [ here ] Finally, if you think I am missing a topic in the Newsletter, let me know by taking the survey or suggesting a topic via this blog. Get Proactive Don't forget about being Proactive. The latest updates for Systems and Solaris pages in the Get Proactive area are now available. Check out document 432.1 and learn what proactive features are available for Systems and Solaris.

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  • The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support

    - by Tony Berk
    Unify customer interactions. Improve customer satisfaction. Increase agent efficiency. Better informed business decisions. These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting. But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience. “We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too! Read the full Customer Experience success story on The Boston Globe here.

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