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  • Unable to access the server via SSH?

    - by Rishee
    when I am trying to access the server through ssh it says: ssh: connect to host xx.yyy.zzz.x port 22: Connection refused and on the server in auth.log it shows following log entry: Address xx.yyy.zzz.x maps to xx.yyy.zzz.x.static-pune-vsnl.net.in, but this does not map back to the address - POSSIBLE BREAK-IN ATTEMPT! I have created a user account for that user and it is also in enabled status. Requested info It is Ubuntu 11.10 It is configured as SSH Server using openssh-server I am trying to connect to this server using Putty from Windows 7 i.e. My Desktop I have also asked this in superuser as per the request of @zpletan and link to that question is given below. http://superuser.com/questions/408080/unable-to-access-the-server-via-ssh Thanks in advance.

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  • Should Git be used for documentation and project management? Should the code be in a separate repository?

    - by EmpireJones
    I'm starting up a Git repository for a group project. Does it make sense to store documents in the same Git repository as code - it seems like this conflicts with the nature of the git revision flow. Here is a summary of my question(s): Is the Git revisioning style going to be confusing if both code and documents are checked into the same repository? Experiences with this? Is Git a good fit for documentation revision control? I am NOT asking if a Revision Control System in general should or shouldn't be used for documentation - it should. Thanks for the feedback so far!

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  • Cisco PIX 515 doesn't seem to be passing traffic through according to static route

    - by Liquidkristal
    Ok, so I am having a spot of bother with a Cisco PIX515, I have posted the current running config below, now I am no cisco expert by any means although I can do basic stuff with them, now I am having trouble with traffic sent from the outside to address: 10.75.32.25 it just doesn't appear to be going anywhere. Now this firewall is deep inside a private network, with an upstream firewall that we don't manage. I have spoken to the people that look after that firewall and they say they they have traffic routing to 10.75.32.21 and 10.75.32.25 and thats it (although there is a website that runs from the server 172.16.102.5 which (if my understanding is correct) gets traffic via 10.75.32.23. Any ideas would be greatly appreciated as to me it should all just work, but its not (obviously if the config is all correct then there could be a problem with the web server that we are trying to access on 10.75.32.25, although the users say that they can get to it internally (172.16.102.8) which is even more confusing) PIX Version 6.3(3) interface ethernet0 auto interface ethernet1 auto interface ethernet2 auto nameif ethernet0 outside security0 nameif ethernet1 inside security100 nameif ethernet2 academic security50 fixup protocol dns maximum-length 512 fixup protocol ftp 21 fixup protocol h323 h225 1720 fixup protocol h323 ras 1718-1719 fixup protocol http 80 fixup protocol rsh 514 fixup protocol rtsp 554 fixup protocol sip 5060 fixup protocol sip udp 5060 fixup protocol skinny 2000 fixup protocol smtp 25 fixup protocol sqlnet 1521 fixup protocol tftp 69 names name 195.157.180.168 outsideNET name 195.157.180.170 globalNAT name 195.157.180.174 gateway name 195.157.180.173 Mail-Global name 172.30.31.240 Mail-Local name 10.75.32.20 outsideIF name 82.219.210.17 frogman1 name 212.69.230.79 frogman2 name 78.105.118.9 frogman3 name 172.16.0.0 acadNET name 172.16.100.254 acadIF access-list acl_outside permit icmp any any echo-reply access-list acl_outside permit icmp any any unreachable access-list acl_outside permit icmp any any time-exceeded access-list acl_outside permit tcp any host 10.75.32.22 eq smtp access-list acl_outside permit tcp any host 10.75.32.22 eq 8383 access-list acl_outside permit tcp any host 10.75.32.22 eq 8385 access-list acl_outside permit tcp any host 10.75.32.22 eq 8484 access-list acl_outside permit tcp any host 10.75.32.22 eq 8485 access-list acl_outside permit ip any host 10.75.32.30 access-list acl_outside permit tcp any host 10.75.32.25 eq https access-list acl_outside permit tcp any host 10.75.32.25 eq www access-list acl_outside permit tcp any host 10.75.32.23 eq www access-list acl_outside permit tcp any host 10.75.32.23 eq https access-list acl_outside permit tcp host frogman1 host 10.75.32.23 eq ssh access-list acl_outside permit tcp host frogman2 host 10.75.32.23 eq ssh access-list acl_outside permit tcp host frogman3 host 10.75.32.23 eq ssh access-list acl_outside permit tcp any host 10.75.32.23 eq 2001 access-list acl_outside permit tcp host frogman1 host 10.75.32.24 eq 8441 access-list acl_outside permit tcp host frogman2 host 10.75.32.24 eq 8441 access-list acl_outside permit tcp host frogman3 host 10.75.32.24 eq 8441 access-list acl_outside permit tcp host frogman1 host 10.75.32.24 eq 8442 access-list acl_outside permit tcp host frogman2 host 10.75.32.24 eq 8442 access-list acl_outside permit tcp host frogman3 host 10.75.32.24 eq 8442 access-list acl_outside permit tcp host frogman1 host 10.75.32.24 eq 8443 access-list acl_outside permit tcp host frogman2 host 10.75.32.24 eq 8443 access-list acl_outside permit tcp host frogman3 host 10.75.32.24 eq 8443 access-list acl_outside permit tcp any host 10.75.32.23 eq smtp access-list acl_outside permit tcp any host 10.75.32.23 eq ssh access-list acl_outside permit tcp any host 10.75.32.24 eq ssh access-list acl_acad permit icmp any any echo-reply access-list acl_acad permit icmp any any unreachable access-list acl_acad permit icmp any any time-exceeded access-list acl_acad permit tcp any 10.0.0.0 255.0.0.0 eq www access-list acl_acad deny tcp any any eq www access-list acl_acad permit tcp any 10.0.0.0 255.0.0.0 eq https access-list acl_acad permit tcp any 10.0.0.0 255.0.0.0 eq 8080 access-list acl_acad permit tcp host 172.16.102.5 host 10.64.1.115 eq smtp pager lines 24 logging console debugging mtu outside 1500 mtu inside 1500 mtu academic 1500 ip address outside outsideIF 255.255.252.0 no ip address inside ip address academic acadIF 255.255.0.0 ip audit info action alarm ip audit attack action alarm pdm history enable arp timeout 14400 global (outside) 1 10.75.32.21 nat (academic) 1 acadNET 255.255.0.0 0 0 static (academic,outside) 10.75.32.22 Mail-Local netmask 255.255.255.255 0 0 static (academic,outside) 10.75.32.30 172.30.30.36 netmask 255.255.255.255 0 0 static (academic,outside) 10.75.32.23 172.16.102.5 netmask 255.255.255.255 0 0 static (academic,outside) 10.75.32.24 172.16.102.6 netmask 255.255.255.255 0 0 static (academic,outside) 10.75.32.25 172.16.102.8 netmask 255.255.255.255 0 0 access-group acl_outside in interface outside access-group acl_acad in interface academic route outside 0.0.0.0 0.0.0.0 10.75.32.1 1 timeout xlate 3:00:00 timeout conn 1:00:00 half-closed 0:10:00 udp 0:02:00 rpc 0:10:00 h225 1:00:00 timeout h323 0:05:00 mgcp 0:05:00 sip 0:30:00 sip_media 0:02:00 timeout uauth 0:05:00 absolute aaa-server TACACS+ protocol tacacs+ aaa-server RADIUS protocol radius aaa-server LOCAL protocol local snmp-server host outside 172.31.10.153 snmp-server host outside 172.31.10.154 snmp-server host outside 172.31.10.155 no snmp-server location no snmp-server contact snmp-server community CPQ_HHS no snmp-server enable traps floodguard enable telnet 172.30.31.0 255.255.255.0 academic telnet timeout 5 ssh timeout 5 console timeout 0 terminal width 120 Cryptochecksum:hi2u : end PIX515#

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  • How to Access Boot Options 12.04 Live USB

    - by Ryan Kampmeier
    I'm attempting to install 12.04 on my computer but booting from my USB drive results in a blank screen. This has happened since 10.04 and has always been fixed by putting nomodeset in the boot command, but now I can't access the boot options with F6 for some reason. How can I access the boot options? I booted into the live image on a different computer and it worked fine. I'm sure it's because of my Nvidia graphics. When I boot into the live image it shows a small gray box in the lower left corner of the screen and that's it. I can't edit the boot options or do anything else. Thanks in advance.

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  • How can I reach over 100% volume with a keyboard shortcut?

    - by suli8
    sometimes the sound of videos isn't enough for me. so i reach the sound indicator , over sound preferences and change it to a level higher than 100%. the question is how can i do it from the keyboard? now i can control the volume from the keyboard but it's maximum is 100%. is there a way to do that? EDIT 1: how to use amixer and scripts to do it? (as Lyrositor suggested) EDIT2: the closest answer , as Jo-erland, suggested is to set a hotkey to bring up the gnome-volume-control, and then to use left and right arrows to change volume also beyond the 100% mark. any other suggestions, to make this 1 step only? is it possible to set a hotkey to do a sequence of commands ?

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  • Identifying Service Error in Fedora 16

    - by Cerin
    How do you find the cause of a failed service start in Fedora 16? The new systemctl command in Fedora 16 seems to horribly obscure any useful logging info. [root@host ~]# systemctl start httpd.service Job failed. See system logs and 'systemctl status' for details. [root@host ~]# systemctl status httpd.service httpd.service - The Apache HTTP Server (prefork MPM) Loaded: loaded (/lib/systemd/system/httpd.service; enabled) Active: failed since Thu, 21 Jun 2012 16:26:56 -0400; 1min 23s ago Process: 2119 ExecStop=/usr/sbin/httpd $OPTIONS -k stop (code=exited, status=0/SUCCESS) Process: 2215 ExecStart=/usr/sbin/httpd $OPTIONS -k start (code=exited, status=1/FAILURE) Main PID: 1062 (code=exited, status=0/SUCCESS) CGroup: name=systemd:/system/httpd.service So the first command fails...and it tells me to run another command...which simply tells me that the command returned an error code. Where's the actual error? Even more frustrating is nothing seems to have been written to the logs: [root@host ~]# ls -lah /var/log/httpd/ total 8.0K drwx------. 2 root root 4.0K Jun 21 16:19 . drwxr-xr-x. 21 root root 4.0K Jun 20 16:33 .. -rw-r----- 1 root root 0 Jun 21 16:19 modsec_audit.log -rw-r----- 1 root root 0 Jun 21 16:19 modsec_debug.log

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  • Change players state and controls in-game

    - by Samurai Fox
    I'm using Unity 3D Let's say the player is an ice cube. You control it like a normal player. On press of a button, ice transforms (with animation) into water. You control it completely different than the ice cube. Another great example would be: Player is human being and has normal FPS controls. On press of a button human transforms into birds and now has completely different controls. Now, my question is, what would be easier and better: make one object with animation transition and to stay in that state of anim. until button is pressed again make two object: ice and water. Ice has an animation of turning into water. So replace ice (with animation) with water object And if anyone knows this one too: how to switch between 2 different types of player controls.

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  • initial Class design: access modifiers and no-arg constructors

    - by yas
    Context: Student working through Class design in personal/side project for Summer. I've never written anything implemented by others or had to maintain code. Trying to maximize encapsulation and imagining what would make code easy to maintain. Concept: Tight/Loose Class design where Tight and Loose refer to access modifiers and constructors. Tight: initially, everything, including setters, is private and a no-arg constructor is not provided (only a full constructor). Loose: not Tight Exceptions: the obvious like toString Reasoning: If code, at the very beginning, is tight, then it should be guaranteed that changes, with respect to access/creation, should never damage existing implementations. The loosening of code happens incrementally and must be thought through, justified, and safe (validated). Benefit: Existing implementing code should not break if changes are made later. Cost: Takes more time to create. Since this is my own thinking, I hope to get feedback as to whether I should push to work this way. Good idea or bad idea?

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  • Using Computer Management (MMC) with the Solaris CIFS Service (August 25, 2009)

    - by user12612012
    One of our goals for the Solaris CIFS Service is to provide seamless Windows interoperability: not just to deliver ubiquitous, multi-protocol file sharing, which is obviously a major part of this project, but to support Windows services at a fundamental level.  It's an ongoing mission and our latest update includes support for Windows remote management. Remote management is extremely important to Windows administrators and one of the mainstay tools is Computer Management. Computer Management is a Windows administration application, actually a collection of Microsoft Management Console (MMC) tools, that can be used to configure, monitor and manage local and remote services and resources.  The MMC is an extensible framework of registered components, known as snap-ins, which allows Computer Management to provide comprehensive management features for both the local system and remote systems on the network. Supported Computer Management features include: Share ManagementSupport for share management is relatively complete.  You can create, delete, list and configure shares.  It's not yet possible to change the maximum allowed or number of users properties but other properties, including the Share Permissions, can be managed via the MMC. Users, Groups and ConnectionsYou can view local SMB users and groups, monitor user connections and see the list of open files. If necessary, you can also disconnect users and/or close files. ServicesYou can view the SMF services running on an OpenSolaris system.  This is a read-only view - we don't support service management (the ability to start or stop) SMF services from Computer Management (yet). To ensure that only the appropriate users have access to administrative operations there are some access restrictions on these remote management features. Regular users can: List shares Only members of the Administrators or Power Users groups can: Manage shares List connections Only members of the Administrators group can: List open files and close files Disconnect users View SMF services View the EventLog Here's a screenshot when I was using Computer Management and Server Manager (another Windows remote management application) on Windows XP to view some open files on an OpenSolaris system to prepare a slide presentation on MMC support.

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  • How can I reach over 100% volume with a keyboard shortcut?

    - by suli8
    sometimes the sound of videos isn't enough for me. so i reach the sound indicator , over sound preferences and change it to a level higher than 100%. the question is how can i do it from the keyboard? now i can control the volume from the keyboard but it's maximum is 100%. is there a way to do that? EDIT 1: how to use amixer to do it? (as Lyrositor suggested) EDIT2: the closest answer , as Jo-erland, suggested is to set a hotkey to bring up the gnome-volume-control, and then to use left and right arrows to change volume also beyond the 100% mark. any other suggestions, to make this 1 step only? is it possible to set a hotkey to do a sequence of commands ?

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  • What Can You Do When You Need More Than Just CRM?

    - by charles.knapp
    Sometimes a company needs more than just CRM to grow profitably. What if you also need ERP for streamlining the rest of your operations? Unlike CRM-only companies, Oracle can help you - today. For example, Myriad Genetics was an early pioneer and is currently a global life sciences leader in the exciting field of molecular diagnostic products. To keep pace with company growth, Myriad needed to integrate disparate systems and automate paper-based processes. Furthermore, Myriad needed to increase sales pipeline visibility to maximize customer service. Myriad selected Oracle CRM On Demand and E-Business Suite ERP applications. As a result, Myriad standardized sales processes, ensured greater visibility into the pipeline, and improved customer service. Read more here about Myriad and their business results.

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  • How granular should a command be in a CQ[R]S model?

    - by Aaronaught
    I'm considering a project to migrate part of our WCF-based SOA over to a service bus model (probably nServiceBus) and using some basic pub-sub to achieve Command-Query Separation. I'm not new to SOA, or even to service bus models, but I confess that until recently my concept of "separation" was limited to run-of-the-mill database mirroring and replication. Still, I'm attracted to the idea because it seems to provide all the benefits of an eventually-consistent system while sidestepping many of the obvious drawbacks (most notably the lack of proper transactional support). I've read a lot on the subject from Udi Dahan who is basically the guru on ESB architectures (at least in the Microsoft world), but one thing he says really puzzles me: As we get larger entities with more fields on them, we also get more actors working with those same entities, and the higher the likelihood that something will touch some attribute of them at any given time, increasing the number of concurrency conflicts. [...] A core element of CQRS is rethinking the design of the user interface to enable us to capture our users’ intent such that making a customer preferred is a different unit of work for the user than indicating that the customer has moved or that they’ve gotten married. Using an Excel-like UI for data changes doesn’t capture intent, as we saw above. -- Udi Dahan, Clarified CQRS From the perspective described in the quotation, it's hard to argue with that logic. But it seems to go against the grain with respect to SOAs. An SOA (and really services in general) are supposed to deal with coarse-grained messages so as to minimize network chatter - among many other benefits. I realize that network chatter is less of an issue when you've got highly-distributed systems with good message queuing and none of the baggage of RPC, but it doesn't seem wise to dismiss the issue entirely. Udi almost seems to be saying that every attribute change (i.e. field update) ought to be its own command, which is hard to imagine in the context of one user potentially updating hundreds or thousands of combined entities and attributes as it often is with a traditional web service. One batch update in SQL Server may take a fraction of a second given a good highly-parameterized query, table-valued parameter or bulk insert to a staging table; processing all of these updates one at a time is slow, slow, slow, and OLTP database hardware is the most expensive of all to scale up/out. Is there some way to reconcile these competing concerns? Am I thinking about it the wrong way? Does this problem have a well-known solution in the CQS/ESB world? If not, then how does one decide what the "right level" of granularity in a Command should be? Is there some "standard" one can use as a starting point - sort of like 3NF in databases - and only deviate when careful profiling suggests a potentially significant performance benefit? Or is this possibly one of those things that, despite several strong opinions being expressed by various experts, is really just a matter of opinion?

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  • Partner Webcast - Oracle Taleo Cloud Service - 12 Dec 2012

    - by Thanos
    Talent Intelligence is the insight companies need to unlock the power of their most critical asset – their people. CEOs are charged with driving growth, and the one ingredient to growth that’s common across all industries and regions - both in good economic times and in bad – is people. In every economic environment, Talent Intelligence is a company’s biggest lever for driving growth, innovation and customer success. Oracle Taleo Cloud Service provides a comprehensive suite of SaaS products that help companies manage their investment in people by improving their Talent Intelligence. The Oracle Taleo Cloud Service enables enterprises and midsize businesses to recruit top talent, align that talent to key goals, manage performance, develop and compensate top performers, and turn today's best performers into tomorrow's leaders. Join us to find out more about the industry's broadest cloud-based talent management platform. Agenda: Oracle HCM Footprint Taleo value proposition Taleo quick tour Why invest in Taleo resources Demonstrating Taleo Q&A REGISTER NOW Delivery Format This FREE online LIVE eSeminar will be delivered over the Web. Registrations received less than 24 hours prior to start time may not receive confirmation to attend. Duration: 1 hour For any questions please contact us at [email protected]. Visit our ISV Migration Center blog Or Follow us @oracleimc to learn more on Oracle Technologies, upcoming partner webcasts and events. Existing content available YouTube - SlideShare - Oracle Mix.

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  • Windows service fails to start with local user until password is entered again in logon tab

    - by Nick
    Basically we have a service where we use a local account as its logon. it has all the proper permissions, and everything is working fine, service starts and runs and all is good. Then one day, after rebooting, the service fails to start. Logs show incorrect password. Our technicians resolve the issue by simply retyping the password into the "Log On" tab from the services.msc. Unfortunately we have not been able to root cause. I suspect that the password that is stored for the service is lost somehow. Does anyone know where the password hash might be stored so we can check it? The only activities that seem to be possibly related are patching with Microsoft security patches, but we have multiple servers running the same service, and we have never seen more than one at a time, and its usually a different one each time when this occurrs. I believe this to be the same issue as this: Windows service fails to start with custom user until started once with local user But i was unable to add comments, and its really old.

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  • What are options for 3rd Party Centralized Software Settings Management?

    - by Jeff Martin
    I am an architect in an enterprise looking to build a SaaS solution. Our products are distributed over many different deployable containers, Web Services, Web UI's, etc. I am looking for some open-source or 3rd party software solution to manage the settings of our application. These would be similar to the settings you might find in Word or Eclipse or Visual Studio. The settings would control various behaviors and features of the product. (Probably not settings like which database to connect to but more like, should I show line numbers on the page or not by default..). Ideally, we would be able to store values for different dimensions (by tenant, by user, by application environment... ) Because we have so many different deployables, I am looking for a centralized solution that can provide a web service that each of the deployables can get their individual settings from. Does anyone know of a centralized service providing this sort of features or give me some help in searching for an alternative to rolling our own?

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  • No other users can access external hdd since upgrade to 12.10

    - by Victor9098
    Since upgrading to Ubuntu 12.10 no other user can access the external hdd. This is awkward as its a family pc and we use the hdd to store music and save backups across the several accounts. The external hdd seems to mount just to my account now, i.e. /media/[user1]/[ext hdd], and while all the other users can see the drive mounted they can not access as they just receive a file location error. From their perspective it is mounted just in my profile and not in theirs. I have tried editing the properties of the hdd to allow others to view and create files on the hdd but that has not changed anything. I have also read that this is a new feature to Ubuntu 12.10, the way it mounts via /media/[user]/. So is there a way to have it mount to all the other user accounts too? Thanks!

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  • Restricting access to sites

    - by Paul
    I'm having some problems configuring my local proxy server so that it would restrict access to certain websites. The proxy server I'm using is Squid; I edited its configuration file found in /etc/squid/squid.conf to include the following: acl wikipedia dstdomain .wikipedia.org http_access deny wikipedia I tried to redirect elinks to use Squid. According to Squid's config file, it listens to port 3128, so in /etc/elinks/elinks.conf I added the following: set protocol.http.proxy.host = "localhost:3128" I also restarted Squid with sudo /etc/init.d/squid restart, but I can still access the banned websites using Elinks. What did I do wrong?

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  • Simple step by step process to import MS Access data into SQL Server using SSIS

    Sometimes we need to import information from MS Access. We could use the Microsoft SQL Server Migration Assistant, but sometimes we need to add custom transformations and it is necessary to use more sophisticated tools. In this tip, we are going to walk through step by step how to migrate a MS Access table to SQL Server using SQL Server Integration Services (SSIS). What are your servers really trying to tell you? Find out with new SQL Monitor 3.0, an easy-to-use tool built for no-nonsense database professionals.For effortless insights into SQL Server, download a free trial today.

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  • Access Control Service V2 and Facebook Integration

    - by Your DisplayName here!
    I haven’t been blogging about ACS2 in the past because it was not released and I was kinda busy with other stuff. Needless to say I spent quite some time with ACS2 already (both in customer situations as well as in the classroom and at conferences). ACS2 rocks! It’s IMHO the most interesting and useful (and most unique) part of the whole Azure offering! For my talk at VSLive yesterday, I played a little with the Facebook integration. See Steve’s post on the general setup. One claim that you get back from Facebook is an access token. This token can be used to directly talk to Facebook and query additional properties about the user. Which properties you have access to depends on which authorization your Facebook app requests. You can specify this in the identity provider registration page for Facebook in ACS2. In my example I added access to the home town property of the user. Once you have the access token from ACS you can use e.g. the Facebook SDK from Codeplex (also available via NuGet) to talk to the Facebook API. In my sample I used the WIF ClaimsAuthenticationManager to add the additional home town claim. This is not necessarily how you would do it in a “real” app. Depends ;) The code looks like this (sample code!): public class ClaimsTransformer : ClaimsAuthenticationManager {     public override IClaimsPrincipal Authenticate( string resourceName, IClaimsPrincipal incomingPrincipal)     {         if (!incomingPrincipal.Identity.IsAuthenticated)         {             return base.Authenticate(resourceName, incomingPrincipal);         }         string accessToken;         if (incomingPrincipal.TryGetClaimValue( "http://www.facebook.com/claims/AccessToken", out accessToken))         {             try             {                 var home = GetFacebookHometown(accessToken);                 if (!string.IsNullOrWhiteSpace(home))                 {                     incomingPrincipal.Identities[0].Claims.Add( new Claim("http://www.facebook.com/claims/HomeTown", home));                 }             }             catch { }         }         return incomingPrincipal;     }      private string GetFacebookHometown(string token)     {         var client = new FacebookClient(token);         dynamic parameters = new ExpandoObject();         parameters.fields = "hometown";         dynamic result = client.Get("me", parameters);         return result.hometown.name;     } }  

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  • How to access localhost remotely - Wordpress?

    - by Marcappuccino
    I have installed a LAMP stack (sudo tasksel install lamp-server) and wordpress (sudo apt-get install wordpress), but now, I would like to access my server remotely, to be used as a home fileserver. For example, my public ip is 82.16.xxx.xxx. Opening it in firefox with the suffix :8080 brings up my router config page..? Do I have to set up port forwarding? BTW. Accessing via localhost/wordpress/ works fine, I would just like to access my files while away from home.

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  • Understanding When Social Interactions Should Be Resolved in Another Channel

    - by Christina McKeon
    Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. They choose to use social media because they are comfortable with the channel and it offers a convenient way to communicate. Ideally agents will resolve questions within social media, but they need guidance as to how and when to escalate interactions to a more private channel. First, businesses should assess the way in which customers are using social media to communicate with them and categorize posts into groups: complaints, feedback, technical queries or more general support questions. They should then consider the types of interactions that can easily be handled within social media and those that need to be followed up in another channel. This will be very dependent on the industry. Examples of queries that can be resolved in social media include Shipping pricing and timeframes Outage updates and resolution plans Flight status information Product stock check Technical support videos or forum posts Availability of facilities Both customers and agents need to be educated about the types of questions they can expect to resolve within social media. As the channel matures as a customer service tool, it needs to have value other than just as a forum for complaints. Social customer service agents need the power to start a web chat or phone call Any questions where customers need to divulge personal details in order to get a resolution will need to be addressed in a private channel: a private social message, web chat, email or phone call. Customers should never disclose their date of birth, social security, credit card number, or healthcare records in a public forum. Flight issues, changes to a booking, billing queries or account updates will all need to be completed via a private interaction. Agents responding to questions on social media need the ability to start a web chat or phone call with the customer. The customer doesn’t want to have to repeat their question and the agent should be empowered to connect customer records and access account or billing information. These agents will need to be trained across different channels and should be able to view all customer communications in one application. They also need to follow up questions that began on a public forum in the initial channel to make it clear that the issue was addressed. In order to make this possible, social media needs to be integrated as part of a broader customer service strategy. Irrespective of how many channels are used to complete an interaction, businesses should prioritize customer satisfaction and issue resolution. They need a clear strategy and trained agents that can handle and respond to social interactions. Follow me on Twitter @diteb. 

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