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• Calling All Agile Customers-Share Your Stories at the Upcoming PLM Summit

  - by Terri Hiskey

  Now that we've closed the door on another Oracle OpenWorld, planning is in full swing for the next PLM Summit, taking place February 4-6, 2013 in San Francisco, in conjunction with the Oracle Value Chain Summit. This event is a must-attend for all Agile PLM customers. We will be holding five tracks with over forty Agile PLM-focused sessions covering a range of topics and industries. If you'd like to be notified once registration is live for this event, be sure to sign up at www.oracle.com/goto/vcs. CALL FOR PRESENTATIONS: We are looking for some fresh, new customer stories to share with attendees. Read below for descriptions of the five tracks, and the suggested topics that we'd like to hear from customers. If you are interested in presenting at the PLM Summit (and getting a FREE pass to attend if your presentation is accepted!) send me an email at terri.hiskey-AT-oracle.com with: Your proposed session title and the track your session fits into 3-5 bullets of takeaways that attendees will get from your presentation Your complete contact information including name, title, company, telephone number and email The deadline for this call for presentations is Thursday, November 15, so get your submission in soon! PLM Track #1:  Product Insights and Best Practices This track will provide executive attendees and line of business managers with an overview of how Agile PLM has been deployed and used at customers to enable and manage critical product-related business processes including enterprise quality and supplier management, compliance, product cost management, portfolio management, commercialization and software lifecycle management. These sessions will also provide details around how to manage the development and rollout of the solutions and how to achieve and track value. Possible session topics: Software Lifecycle Management Enterprise Quality Management New Product Development Integrated Business Planning ECO effectivity planning Rapid Commercialization             Manage the Design to Release Process for Complex Configured Products PLM for Life Sciences Companies I (Compliant Data Set) PLM for Life Sciences Companies II (eMDR, UDI) Discrete CPG – Private Label Mgmt Cost Management and Strategic Sourcing IP Mgmt in the Semiconductor Industry Implementing the Enterprise Training Record using Agile PLM PLM Track #2: Product Deep Dives & Demos This track is aimed at line of business  and IT managers who would like to understand the benefits of expanding their PLM footprint. The sessions in this track will provide attendees with an up-close and in-depth look Agile PLM’s newer and exciting applications, including analytics and innovation management, and will detail features and functionality that are available in the latest version of Agile PLM Possible session topics: Oracle Product Lifecycle Analytics Integrating PLM with Engineering and Supply Chain Systems Streamline PLM Design to Manufacturing Processes with AutoVue Visualization Solutions         Achieve Environmental Compliance (REACH and ROHS) with Agile Product Governance & Compliance PIM Deep Dive Achieving Integrated Change Control with Agile PLM and E-Business Suite Deploying PLM at Small and Midsize Enterprises Enhancing Oracle PQM w/APQP and 8D functionality Advanced Roles and Privileges – Enabling ITAR Model Unit Effectivity Implementing REACH with 9.3.2 Deploying Job Functions, Functional Teams in 9.3.2 to Improve Your Approval Matrix PLM Track #3: Administration & Integrations This track will provide sessions for Agile administrators, managers and daily Agile PLM users who are preparing to upgrade or looking to extend the use of their current PLM implementation through AIA and process extensions. It will include deeper conversation about Agile PLM features and best practices on managing an Agile PLM infrastructure. Possible session topics: Expand the Value of your Agile Investment with Innovative Process Extension Ideas Ensuring Implementation & Upgrade Success Ensure the Integrity and Accuracy of Product Data Across the Enterprise              Maximize the Benefits of an Integrated Architecture with AIA Integrating your PLM Implementation with ERP               Infrastructure Optimization Expanding Your PLM Implementation PLM Administrator Open Forum Q&A/Discussion FDA Validation Best Practices Best Practices for Managing a large Agile Deployment: Clustering, Load Balancing and Firewalls PLM Track #4: Agile PLM for Process This track is aimed at attendees interested in or currently using Agile PLM for Process. The sessions in this track will go over new features and functionality available in the newest version of PLM for Process and will give attendees an overview on how PLM for Process is being used to manage critical business processes such as formulation, recipe and specification management Possible session topics: PLM for Process Strategy, Roadmap and Update New Product Development and Introduction Effective Product Supplier Collaboration             Leverage Agile Formulation and Compliance to Manage Cost, Compliance, Quality, Labeling and Nutrition Menu Management Innovation Data Management Food Safety/ Introduction of P4P Quality Mgmt PLM Track #5: Agile PLM and Innovation Management This track consists of five sessions, and is for attendees interested in learning more about Oracle’s Agile Innovation Management, an exciting new addition to the Agile PLM application family that redefines the industry’s scope of product lifecycle management. Oracle’s innovation solutions enable companies to collaborate in a focused way among various functional groups (marketing, sales, operations, engineering/R&D and sourcing), combining insights of customer needs/requirements, competition, available technologies, alternate design scenarios and portfolio constraints to deliver what customers truly value. The results are better products, higher margins, greater efficiencies, more satisfied customers and the increased ability to continuously innovate. Possible session topics: Product Innovation Management Solution Overview Product Requirements & Ideation Management Concept Design Management Product Lifecycle Portfolio Management Innovation as a Competitive Differentiator

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• Big Data – Evolution of Big Data – Day 3 of 21

  - by Pinal Dave

  In yesterday’s blog post we answered what is the Big Data. Today we will understand why and how the evolution of Big Data has happened. Though the answer is very simple, I would like to tell it in the form of a history lesson. Data in Flat File In earlier days data was stored in the flat file and there was no structure in the flat file.  If any data has to be retrieved from the flat file it was a project by itself. There was no possibility of retrieving the data efficiently and data integrity has been just a term discussed without any modeling or structure around. Database residing in the flat file had more issues than we would like to discuss in today’s world. It was more like a nightmare when there was any data processing involved in the application. Though, applications developed at that time were also not that advanced the need of the data was always there and there was always need of proper data management. Edgar F Codd and 12 Rules Edgar Frank Codd was a British computer scientist who, while working for IBM, invented the relational model for database management, the theoretical basis for relational databases. He presented 12 rules for the Relational Database and suddenly the chaotic world of the database seems to see discipline in the rules. Relational Database was a promising land for all the unstructured database users. Relational Database brought into the relationship between data as well improved the performance of the data retrieval. Database world had immediately seen a major transformation and every single vendors and database users suddenly started to adopt the relational database models. Relational Database Management Systems Since Edgar F Codd proposed 12 rules for the RBDMS there were many different vendors who started them to build applications and tools to support the relationship between database. This was indeed a learning curve for many of the developer who had never worked before with the modeling of the database. However, as time passed by pretty much everybody accepted the relationship of the database and started to evolve product which performs its best with the boundaries of the RDBMS concepts. This was the best era for the databases and it gave the world extreme experts as well as some of the best products. The Entity Relationship model was also evolved at the same time. In software engineering, an Entity–relationship model (ER model) is a data model for describing a database in an abstract way. Enormous Data Growth Well, everything was going fine with the RDBMS in the database world. As there were no major challenges the adoption of the RDBMS applications and tools was pretty much universal. There was a race at times to make the developer’s life much easier with the RDBMS management tools. Due to the extreme popularity and easy to use system pretty much every data was stored in the RDBMS system. New age applications were built and social media took the world by the storm. Every organizations was feeling pressure to provide the best experience for their users based the data they had with them. While this was all going on at the same time data was growing pretty much every organization and application. Data Warehousing The enormous data growth now presented a big challenge for the organizations who wanted to build intelligent systems based on the data and provide near real time superior user experience to their customers. Various organizations immediately start building data warehousing solutions where the data was stored and processed. The trend of the business intelligence becomes the need of everyday. Data was received from the transaction system and overnight was processed to build intelligent reports from it. Though this is a great solution it has its own set of challenges. The relational database model and data warehousing concepts are all built with keeping traditional relational database modeling in the mind and it still has many challenges when unstructured data was present. Interesting Challenge Every organization had expertise to manage structured data but the world had already changed to unstructured data. There was intelligence in the videos, photos, SMS, text, social media messages and various other data sources. All of these needed to now bring to a single platform and build a uniform system which does what businesses need. The way we do business has also been changed. There was a time when user only got the features what technology supported, however, now users ask for the feature and technology is built to support the same. The need of the real time intelligence from the fast paced data flow is now becoming a necessity. Large amount (Volume) of difference (Variety) of high speed data (Velocity) is the properties of the data. The traditional database system has limits to resolve the challenges this new kind of the data presents. Hence the need of the Big Data Science. We need innovation in how we handle and manage data. We need creative ways to capture data and present to users. Big Data is Reality! Tomorrow In tomorrow’s blog post we will try to answer discuss Basics of Big Data Architecture. Reference: Pinal Dave (http://blog.sqlauthority.com) Filed under: Big Data, PostADay, SQL, SQL Authority, SQL Query, SQL Server, SQL Tips and Tricks, T SQL

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• Recruitment Drive - Things Don't Always Go As Planned - Stay Flexible by Kalyan Neelagiri

  - by david.talamelli

  I am one of the Recruiters for Oracle and work in our India Recruitment Team. When we are hiring for multiple positions we often hold Recruitment Events to interview a large number of people as effectively as possible. These Events are often held on the weekend as many people are not free to attend an all day event during the working week. Just recently during a recruitment campaign we were running I was tasked to set up a Recruitment Event for some roles we were hiring for. I have set up and run weekend recruitment events in the past which have all run smoothly. However, this time arranging this recruitment event was quite a challenge for me. The planned event was taking place on a Saturday. I had almost sent out the confirmed scheduled list of candidates to the respective hiring team on Friday and was on track for the event to take place, but unfortunately there was breaking news in the media that there was a strike called in the city because of some political agitations and protests taking place on the event day. The hiring manager had rushed to me asking for my thoughts and ideas. I was in two minds on what to do. One on hand I was not ready to cancel the event because of all the work that so many people had put into getting this prepared and also I did not want to reschedule the event at the last minute if I did not need to. On the other hand I understood it may be best to reschedule the event as people may not be able to attend based on the political protests taking place on the day. In the end I decided to gather and check for other options because this might cause confusion and a problem for the scheduled candidates to drive in to the venue. So we had concluded to reschedule our event plans and moved the event to the next week. The good news is that we successfully executed this recruitment drive the following Saturday. We were glad that 100% of the candidates we able to make it to the new interview date and despite all the agitations in the city we were successful in hiring people for all the roles we had open. Things do not always go as planned. The best laid plans can sometimes be for nought based on external factors outside of our control. What this experience has taught me is that rather than focus on the negatives when you are thrown a curveball the best approach is to stay flexible and focus on finding ways to reach your outcome. Your plans may need to change but you can still achieve the results you are after if you have the right mind set.

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• Oracle Systems and Solutions at OpenWorld Tokyo 2012

  - by ferhat

  Oracle OpenWorld Tokyo and JavaOne Tokyo will start next week April 4th. We will cover Oracle systems and Oracle Optimized Solutions in several keynote talks and general sessions. Full schedule can be found here. Come by the DemoGrounds to learn more about mission critical integration and optimization of complete Oracle stack. Our Oracle Optimized Solutions experts will be at hand to discuss 1-1 several of Oracle's systems solutions and technologies. Oracle Optimized Solutions are proven blueprints that eliminate integration guesswork by combing best in class hardware and software components to deliver complete system architectures that are fully tested, and include documented best practices that reduce integration risks and deliver better application performance. And because they are highly flexible by design, Oracle Optimized Solutions can be implemented as an end-to-end solution or easily adapted into existing environments. Oracle Optimized Solutions, Servers,  Storage, and Oracle Solaris  Sessions, Keynotes, and General Session Talks DAY TIME TITLE Notes Session Wednesday  April 4 9:00 - 11:15 Keynote: ENGINEERED FOR INNOVATION - Engineered Systems Mark Hurd,  President, Oracle Takao Endo, President & CEO, Oracle Corporation Japan John Fowler, EVP of Systems, Oracle Ed Screven, Chief Corporate Architect, Oracle English Session K1-01 11:50 - 12:35 Simplifying IT: Transforming the Data Center with Oracle's Engineered Systems Robert Shimp, Group VP, Product Marketing, Oracle English Session S1-01 15:20 - 16:05 Introducing Tiered Storage Solution for low cost Big Data Archiving S1-33 16:30 - 17:15 Simplifying IT - IT System Consolidation that also Accelerates Business Agility S1-42 Thursday  April 5 9:30 - 11:15 Keynote: Extreme Innovation Larry Ellison, Chief Executive Officer, Oracle English Session K2-01 11:50 - 13:20 General Session: Server and Storage Systems Strategy John Fowler, EVP of Systems, Oracle English Session G2-01 16:30 - 17:15 Top 5 Reasons why ZFS Storage appliance is "The cloud storage" by SAKURA Internet Inc L2-04 16:30 - 17:15 The UNIX based Exa* Performance IT Integration Platform - SPARC SuperCluster S2-42 17:40 - 18:25 Full stack solutions of hardware and software with SPARC SuperCluster and Oracle E-Business Suite  to minimize the business cost while maximizing the agility, performance, and availability S2-53 Friday April 6 9:30 - 11:15 Keynote: Oracle Fusion Applications & Cloud Robert Shimp, Group VP, Product Marketing Anthony Lye, Senior VP English Session K3-01 11:50 - 12:35 IT at Oracle: The Art of IT Transformation to Enable Business Growth English Session S3-02 13:00-13:45 ZFS Storagge Appliance: Architecture of high efficient and high performance S3-13 14:10 - 14:55 Why "Niko Niko doga" chose ZFS Storage Appliance to support their growing requirements and storage infrastructure By DWANGO Co, Ltd. S3-21 15:20 - 16:05 Osaka University: Lower TCO and higher flexibility for student study by Virtual Desktop By Osaka University S3-33 Oracle Developer Sessions with Oracle Systems and Oracle Solaris DAY TIME TITLE Notes LOCATION Friday April 6 13:00 - 13:45 Oracle Solaris 11 Developers D3-03 13:00 - 14:30 Oracle Solaris Tuning Contest Hands-On Lab D3-04 14:00 - 14:35 How to build high performance and high security Oracle Database environment with Oracle SPARC/Solaris English Session D3-13 15:00 - 15:45 IT Assets preservation and constructive migration with Oracle Solaris virtualization D3-24 16:00 - 17:30 The best packaging system for cloud environment - Creating an IPS package D3-34 Follow Oracle Infrared at Twitter, Facebook, Google+, and LinkedIn  to catch the latest news, developments, announcements, and inside views from  Oracle Optimized Solutions.

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• 2010's Most Popular Articles

  The end of the year is upon us, 2010 is about to be in the books. When closing out a year I like to take a look back at the articles I wrote over the year and see which ones resonated the most with readers. Which ones generated the most reader emails? Which ones were read the most? Such a retrospective analysis highlights what content was of most interest to developers in the trenches, and this data is used to guide article topics in the new year. I ended last year with a "Best Of" article - see 2009's Most Popular Articles - and decided to continue this tradition. Such "Best Of" articles give both regular and new readers a chance to discover (or rediscover) the most favored content from the year. So here it is - a list and synopsis of the 2010's most popular articles on 4GuysFromRolla.com. Read More >

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• New Exadata Book Available Soon

  - by Rob Reynolds

  Oracle Press is set to released the first book on data warehouse performance and Exadata on March 14th. Achieving Extreme Performance with Oracle Exadata , by my colleagues Rick Greenwald, Robert Stackowiak, Maqsood Alam, and Mans Bhuller will be available at your favorite booksellers next week. I've seen a sneak peak of the content in this book and its a great way to fully grasp the power of Exadata and how to best apply it to achieve extreme data warehouse performance. From the publisher's description: Achieving Extreme Performance with Oracle Exadata and the Sun Oracle Database Machine is filled with best practices for deployments, hardware sizing, architecting the database machine environments for maximum availability, and backup and recovery. Oracle Database 11gR2 features used within these offerings, as well as migration options and paths for Oracle and non-Oracle databases to Oracle Exadata are covered. This Oracle Press guide also discusses architecture, administration, maintenance, monitoring, and tuning of Oracle Exadata Storage Servers and the Sun Oracle Database Machine. If your company is considering Exadata, or if you need more horsepower out of your data warehouse, I highly recommend grabbing a copy of this book next week.

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• Where to go after Adobe Flex? [closed]

  - by jan halfar

  After this post http://blogs.adobe.com/flex/2011/11/your-questions-about-flex.html and especially this paragraph: ... Does Adobe recommend we use Flex or HTML5 for our enterprise application development? In the long-term, we believe HTML5 will be the best technology for enterprise application development. We also know that, currently, Flex has clear benefits for large-scale client projects typically associated with desktop application profiles. ... Make no mistake, the days of Flex are over. Thus a lot of people are asking themselves: Which technology(ies) will solve their and their customers problems in a future without flex? P.S.: Obviously the correct answer for adobe would have been " ...Since we believe, that HTML5 will be the best technology enterprise application development, we will ensure that it will be targeted by future releases of the Flex framework ..."

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• Geometry instancing in OpenGL ES 2.0

  - by seahorse

  I am planning to do geometry instancing in OpenGL ES 2.0 Basically I plan to render the same geometry(a chair) maybe 1000 times in my scene. What is the best way to do this in OpenGL ES 2.0? I am considering passing model view mat4 as an attribute. Since attributes are per vertex data do I need to pass this same mat4, three times for each vertex of the same triangle(since modelview remains constant across vertices of the triangle). That would amount to a lot of extra data sent to the GPU( 2 extra vertices*16 floats*(Number of triangles) amount of extra data). Or should I be sending the mat4 only once per triangle?But how is that possible using attributes since attributes are defined as "per vertex" data? What is the best and efficient way to do instancing in OpenGL ES 2.0?

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• Learning django by example source code (not examples)

  - by Bryce

  I'm seeking a nice complete open source django application to study and learn best practices from, or even use as a template. The tutorials only go so far, and django is super flexible which can lead one to paining themselves into a corner. Ideally such a template / example would: Ignore django admin, and implement full CRUD outside the admin. Be built like a large application in terms of best practices and patterns. Have a unit test Use at least one package (e.g. twitter integration or threaded comments) Implement some AJAX or Comet See also: Learning Django by example

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• SQL SERVER – Solution – 2 T-SQL Puzzles – Display Star and Shortest Code to Display 1

  - by pinaldave

  Earlier on this blog we had asked two puzzles. The response from all of you is nothing but Amazing. I have received 350+ responses. Many are valid and many were indeed something I had not thought about it. I strongly suggest you read all the puzzles and their answers here - trust me if you start reading the comments you will not stop till you read every single comment. Seriously trust me on it. Personally I have learned a lot from it. Let us recap the puzzles here quickly. Puzzle 1: Why following code when executed in SSMS displays result as a * (Star)? SELECT CAST(634 AS VARCHAR(2)) Puzzle 2: Write the shortest code that produces results as 1 without using any numbers in the select statement. Bonus Q: How many different Operating System (OS) NuoDB support? As I mentioned earlier the participation was nothing but Amazing. I will write about the winners and the best answers in short time. Meanwhile I will give to the point answers to above puzzles. Solution 1: When you convert character or binary expressions (char, nchar, nvarchar, varchar,binary, or varbinary) to an expression of a different data type, data can be truncated, only partially displayed, or an error is returned because the result is too short to display. Conversions to char, varchar, nchar, nvarchar, binary, and varbinary are truncated, except for the conversions shown in the following table. Reference of the text and table from MSDN. Solution 2: The shortest code to produce answer 1 : SELECT EXP($) or SELECT COS($) or SELECT DAY($) When SELECT $ it gives us the result as 0.00 and the EXP of the same is 1. I believe it is pretty neat. There were plenty other answers but this was the shortest. Another shorter answer would be PRINT EXP($) but no one has proposed that as in original Question I have explicitly mentioned SELECT in the original question. Bonus Answer: 5 OS: Windows, MacOS, Linux, Solaris, Joyent SmartOS Reference Please do read every single comment here. Do leave a comment which one do you think is the best comment out of all the comments. Meanwhile if there is a better solution and I have missed it do let me know as we still have time to correct it. I will be selecting the winner before the weekend as I am going through each and every of 350 comment. I will be selecting the best comments along with the winning comment. If our selection matches – one of you may still win something cool.  Reference: Pinal Dave (http://blog.SQLAuthority.com) Filed under: PostADay, SQL, SQL Authority, SQL Puzzle, SQL Query, SQL Server, SQL Tips and Tricks, SQLServer, T SQL, Technology Tagged: NuoDB

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• Download Internet Explorer 9 RTM

  - by Harish Ranganathan

  The much anticipated RTM release of Internet Explorer 9 (IE9) happened today.  IE9 preview release was first showcased at MIX 2010 and post that there were 7-8 Platform Preview releases.  Also, IE9 Beta came out in September 2010 with close to 10 million downloads within a month.  More recently, the RC version was out with much improved performance.  Today, marks the launch of IE9 RTM.  What this means is that, within an year, the IE Team has shipped the stable product, much faster than the earlier cycles for IE8 and IE7.  I wanted to clarify a few things (myths) that arise in common 1. I am already using Chrome and its faster for me, why would I need IE9 IE9 uses 100% hardware acceleration which means, you are going to get the best of performance compared to any other browser that shipped/will ship in future.  With native Windows support, IE9 will outperform all other browsers in terms of performance. 2. What about standards and security Agreed IE6 hasn’t been in the best of standards, but why would someone compare IE6 which was released almost 10 years back.  Later, we shipped IE7 and IE8 which had the best of standards and supports during their timeframes, but one would agree that standards and specifications keep getting updated and its hard to keep pace with the same for older browsers.  Example. HTML5 support is not there in IE8 but it is very much there in IE9.  IE9 supports most of the stable standards of HTML5 and its going to provide preview releases for the work-in-progress standards. 3. IE doesn’t keep in pace with other browsers Agreed! we don’t force/release updates on major versions in very short time periods.  What we do is provide Windows Update that provides security updates/patches and other critical updates for not just IE but the whole of Windows operating system 4. I am running Windows XP, what do I do? This is the trickiest part.  Windows XP isn’t the supported operating system for IE9 and there are various reasons to it.  The recommended operating system is Windows Vista and Windows 7.  In the interest of technology and its pace, we had to discontinue Windows XP both from a retail selling perspective as well as IE9 support.  But, the recent 2 years has seen PCs/Laptops only shipped with Windows Vista or Windows 7 so, it shouldn't affect them. 5. Where do I verify IE9’s performance/standard support and other information. http://samples.msdn.microsoft.com/ietestcenter/  Here below is a snapshot of one of the tests. Clearly IE9 outperforms all other browsers and will continue to outperform them in future.  You can download IE9 from www.beautyoftheweb.com Cheers!!!

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• Process, Participate, Play: Oracle BPM and SOA at Oracle OpenWorld

  - by Oracle OpenWorld Blog Team

  Oracle OpenWorld 2012 provides a unique opportunity for BPM and SOA professionals to meet industry leaders and peers, and get insight into the latest product advancements that will help their companies gain a competitive advantage.Via a variety of sessions, hands-on labs, birds-of-a-feather sessions, and demos, attendees will learn how Oracle SOA Suite, Oracle BPM Suite, and Oracle SOA Governance provide a unified and collaborative environment for design and deployment of dynamic business processes. Topics include architecture, integration, implementation, and best practices for on-premises or cloud deployments. Participants will learn how new capabilities of BPM and SOA can help their enterprises gain unprecedented visibility, agility and efficiencies.Maximize the value of attending Oracle Open World by attending sessions that best meet your needs and goals. This exciting series of SOA and BPM sessions is focused on three different audience segments. Business managers or business analysts, click here  IT executives or enterprise architects, click here Developers looking to sharpen their SOA skills, click here To stay in touch with the details and announcements for Oracle BPM Suite and Oracle SOA Suite, check out the BPM and SOA blogs.

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• Choosing 3D modeling software Maya or 3D max?

  - by Kenneth J

  I've am a developer whose has spent most of my programming life developing web and business applications. I want to try my hand at something more challenging (but stay in the comfort of Visual Studio) ...perhaps XNA. Want 3D modeling software would be best for someone developing XNA? I have played with 3d MAX and Maya but never really did anything too involved. What are the pros and cons between them (in terms of game development)? Does one win out over the other for game development? Or is it pretty much just preference? I am new to game development and just trying to figure out the best tools to use before I really started. Any advice or other suggections would be greatly appreciated.

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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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• Ruby on Rails resources

  - by andrewpthorp

  I was hoping I could find some good ruby on rails reading/resources. Please note, I currently am aware of the following: Pragmatic Bookshelf (Exceptional Ruby, Agile web development with rails, etc) Addison Wesley (Rails AntiPatterns, The Rails 3 Way, etc) freenode #rubyonrails RSS Feeds (thoughtbot, pivotal blabs) railscasts I am looking for any other good resources. What are the best RSS feeds? What are the best books? Blogs? Videos? Any information you can share would be great!

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• Friday Fun: Splash Back

  - by Asian Angel

  The best part of the week has finally arrived, so why not take a few minutes to have some quick fun? In this week’s game you get to play with alien goo as you work to clear the game board and reach as high a level as possible Latest Features How-To Geek ETC How to Upgrade Windows 7 Easily (And Understand Whether You Should) The How-To Geek Guide to Audio Editing: Basic Noise Removal Install a Wii Game Loader for Easy Backups and Fast Load Times The Best of CES (Consumer Electronics Show) in 2011 The Worst of CES (Consumer Electronics Show) in 2011 HTG Projects: How to Create Your Own Custom Papercraft Toy Calvin and Hobbes Mix It Up in this Fight Club Parody [Video] Choose from 124 Awesome HTML5 Games to Play at Mozilla Labs Game On Gallery Google Translate for Android Updates to Include Conversation Mode and More Move Your Photoshop Scratch Disk for Improved Performance Winter Storm Clouds on the Horizon Wallpaper Existential Angry Birds [Video]

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• Delving into design patterns, and what that means for the Oracle user experience

  - by Kathy.Miedema

  By Kathy Miedema, Oracle Applications User Experience George Hackman, Senior Director, Applications User Experiences The Oracle Applications User Experience team has some exciting things happening around Fusion Applications design patterns. Because we’re hoping to have some new offerings soon (stay tuned with VoX to see what’s in the pipeline around Fusion Applications design patterns), now is a good time to talk more about what design patterns can do for the individual user as well as the entire company. George Hackman, Senior Director of Operations User Experience, says the first thing to note is that user experience is not just about the user interface. It’s about understanding how people do things, observing them, and then finding the patterns that emerge. The Applications UX team develops those patterns and then builds them into Oracle applications. What emerges, Hackman says, is a consistent, efficient user experience that promotes a productive workplace. Creating design patterns What is a design pattern in the context of enterprise software? “Every day, people use technology to get things done,” Hackman says. “They navigate a virtual world that reaches from enterprise to consumer apps, and from desktop to mobile. This virtual world is constantly under construction. New areas are being developed and old areas are being redone. As this world is being built and remodeled, efficient pathways and practices emerge. “Oracle's user experience team watches users navigate this world. We measure their productivity and ask them about their satisfaction. We take the most efficient, most productive pathways from the enterprise and consumer world and turn them into Oracle's user experience patterns.” Hackman describes the process as combining all of the best practices from every part of a user’s world. Members of the user experience team observe, analyze, design, prototype, and measure each work task to find the best possible pattern for a particular work flow. As the team builds the patterns, “we make sure they are fully buildable using Oracle technology,” Hackman said. “So customers know they can use these patterns. There’s no need to make something up from scratch, not knowing whether you can even build it.” Hackman says that creating something on a computer is a good example of a user experience pattern. “People are creating things all the time,” he says. “On the consumer side, they are creating documents. On the enterprise side, they are creating expense reports. On a mobile phone, they are creating contacts. They are using different apps like iPhone or Facebook or Gmail or Oracle software, all doing this creation process.” The Applications UX team starts their process by observing how people might create something. “We observe people creating things. We see the patterns, we analyze and document, then we apply them to our products. It might be different from phone to web browser, but we have these design patterns that create a consistent experience across platforms, and across products, too. The result for customers Oracle constantly improves its part of the virtual world, Hackman said. New products are created and existing products are upgraded. Because Oracle builds user experience design patterns, Oracle's virtual world becomes both more powerful and more familiar at the same time. Because of design patterns, users can navigate with ease as they embrace the latest technology – because it behaves the way they expect it to. This means less training and faster adoption for individual users, and more productivity for the business as a whole. Hackman said Oracle gives customers and partners access to design patterns so that they can build in the virtual world using the same best practices. Customers and partners can extend applications with a user experience that is comfortable and familiar to their users. For businesses that are integrating different Oracle applications, design patterns are key. The user experience created in E-Business Suite should be similar to the user experience in Fusion Applications, Hackman said. If a user is transitioning from one application to the other, it shouldn’t be difficult for them to do their work. With design patterns, it isn’t. “Oracle user experience patterns are the building blocks for the virtual world that ensure productivity, consistency and user satisfaction,” Hackman said. “They are built for the enterprise, but incorporate the best practices from across the virtual world. They empower productivity and facilitate social interaction. When you build with patterns, you get all the end-user benefits of less training / retraining from the finished product. You also get faster / cheaper development.” What’s coming? You can already access design patterns to help you build Dashboards with OBIEE here. And we promised you at the beginning that we had something in the pipeline on Fusion Applications design patterns. Look for the announcement about when they are available here on VoX.

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• "My stuff" vs. "Your stuff" in UI texts

  - by JD Isaacks

  When refering to a users stuff should you use My or Your, for example: My Cart | My Account | My Wishlist Or Your Cart | Your Account | Your Wishlist I found this article that argues for the use of your. It says flikr does this. It also says MySpace and MyYahoo are wrong. I also noticed today that Amazon uses the term Your. However, I have heard they are the masters at testing variations and finding the best one, so what you see on their site might be the best variation, or simply something they are currently testing. I personally like the way my looks better, but thats just my opinion. What do you think? What will hever the better impact on customers? Does it really even matter?

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• How can I parse Amazon S3 log files?

  - by artlung

  What are the best options for parsing Amazon S3 (Simple Storage) log files? I've turned on logging and now I have log files that look like this: 858e709ba90996df37d6f5152650086acb6db14a67d9aaae7a0f3620fdefb88f files.example.com [08/Jul/2010:10:31:42 +0000] 68.114.21.105 65a011a29cdf8ec533ec3d1ccaae921c 13880FBC9839395C REST.GET.OBJECT example.com/blog/wp-content/uploads/2006/10/kitties_we_cant_stop_here_this_is_bat_country.jpg "GET /example.com/blog/wp-content/uploads/2006/10/kitties_we_cant_stop_here_this_is_bat_country.jpg HTTP/1.1" 200 - 32957 32957 12 10 "http://atlanta.craigslist.org/forums/?act=Q&ID=163218891" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.0.19) Gecko/2010031422 Firefox/3.0.19" - What are the best options for automating the log files? I'm not using any other Amazon services other than S3.

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• genetic algorithm for leveling/build test

  - by Renan Malke Stigliani

  I'm starting o build a online PVP (duel like, one-to-one) game, where there is leveling, skill points, special attacks and all the common stuff. Since I never did anything like that, I'm still thinking about the maths behind the level/skill/special balances. So I thought good way of testing the best/combo builds would implement a Genetic Algorith. It'd be like that: Generate a big portion of random characters Make them fight, level them up accordingly to the victories(more XP)/losses(less XP) Mate the winners, crossing their builds, to try to make even best characters Add some more random chars, emulating new players Repeat the process for some time, or util find some chars who can beat everyone butts So I could play with the math and try to find the balance where the top x% chars would be a mix of various build types. So, is it a good idea, or there are some other easier method to do the balance? PS: I like this also, because it sounds funny

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• Inside Red Gate - Be Reasonable!

  - by Simon Cooper

  As I discussed in my previous posts, divisions and project teams within Red Gate are allowed a lot of autonomy to manage themselves. It's not just the teams though, there's an awful lot of freedom given to individual employees within the company as well. Reasonableness How Red Gate treats it's employees is embodied in the phrase 'You will be reasonable with us, and we will be reasonable with you'. As an employee, you are trusted to do your job to the best of you ability. There's no one looking over your shoulder, no one clocking you in and out each day. Everyone is working at the company because they want to, and one of the core ideas of Red Gate is that the company exists to 'let people do the best work of their lives'. Everything is geared towards that. To help you do your job, office services and the IT department are there. If you need something to help you work better (a third or fourth monitor, footrests, or a new keyboard) then ask people in Information Systems (IS) or Office Services and you will be given it, no questions asked. Everyone has administrator access to their own machines, and you can install whatever you want on it. If there's a particular bit of software you need, then ask IS and they will buy it. As an example, last year I wanted to replace my main hard drive with an SSD; I had a summer job at school working in a computer repair shop, so knew what to do. I went to IS and asked for 'an SSD, a SATA cable, and a screwdriver'. And I got it there and then, even the screwdriver. Awesome. I screwed it in myself, copied all my main drive files across, and I was good to go. Of course, if you're not happy doing that yourself, then IS will sort it all out for you, no problems. If you need something that the company doesn't have (say, a book off Amazon, or you need some specifications printing off & bound), then everyone has a expense limit of £100 that you can use without any sign-off needed from your managers. If you need a company credit card for whatever reason, then you can get it. This freedom extends to working hours and holiday; you're expected to be in the office 11am-3pm each day, but outside those times you can work whenever you want. If you need a half-day holiday on a days notice, or even the same day, then you'll get it, unless there's a good reason you're needed that day. If you need to work from home for a day or so for whatever reason, then you can. If it's reasonable, then it's allowed. Trust issues? A lot of trust, and a lot of leeway, is given to all the people in Red Gate. Everyone is expected to work hard, do their jobs to the best of their ability, and there will be a minimum of bureaucratic obstacles that stop you doing your work. What happens if you abuse this trust? Well, an example is company trip expenses. You're free to expense what you like; food, drink, transport, etc, but if you expenses are not reasonable, then you will never travel with the company again. Simple as that. Everyone knows when they're abusing the system, so simply don't do it. Along with reasonableness, another phrase used is 'Don't be a ***'. If you act like a ***, and abuse any of the trust placed in you, even if you're the best tester, salesperson, dev, or manager in the company, then you won't be a part of the company any more. From what I know about other companies, employee trust is highly variable between companies, all the way up to CCTV trained on employee's monitors. As a dev, I want to produce well-written & useful code that solves people's problems. Being able to get whatever I need - install whatever tools I need, get time off when I need to, obtain reference books within a day - all let me do my job, and so let Red Gate help other people do their own jobs through the tools we produce. Plus, I don't think I would like working for a company that doesn't allow admin access to your own machine and blocks Facebook!

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• Implementing Oracle Exadata for Oracle Utilities Customer Care And Billing

  - by ACShorten

  In association with our performance team, a new whitepaper has been released for Oracle Utilities Customer Care And Billing that outlines the best practices for using Oracle Exadata with that product. The advice in the whitepaper is based upon certification and performance testing performed by our internal performance teams to assit in sites implementing the database component of Oracle Utilities Customer Care And Billing on an Oracle Exadata platform. It is recommended that the contents of this whitepaper be used alongside existing best practices for the Oracle Exadata platform. The whitepaper is available from My Oracle Support under Implementing Oracle Exadata with Oracle Utilities Customer Care and Billing (Dod Id: 1486886.1)

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• NY Coherence SIG, June 3

  - by ruma.sanyal

  The New York Coherence SIG is hosting its eighth meeting. Since its inception in August 2008, over 85 different companies have attended NYCSIG meetings, with over 375 individual members. Whether you're an experienced Coherence user or new to Data Grid technology, the NYCSIG is the community for realizing Coherence-related projects and best practices. Date: Thursday, June 3, 2010 Time: 5:30pm - 8:00pm ET Where: Oracle Office, Room 30076, 520 Madison Avenue, 30th Floor, NY The new book by Aleksander Seovic "Oracle Coherence 3.5" will be raffled! Presentations:? "Performance Management of Coherence Applications" - Randy Stafford, Consulting Solutions Architect (Oracle) "Best practices for monitoring your Coherence application during the SDLC" - Ivan Ho, Co-founder and EVP of Development (Evident Software) "Coherence Cluster-side Programming" - Andrew Wilson, Coherence Architect (at a couple of Tier-1 Banks in London) Please Register! Registration is required for building security.

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• Student wanting to go to a developer conference

  - by Jamie Keeling

  I'm a 21 year old student in my last year of University, and I am looking for information about developer conferences. I live in Derby (United Kingdom) and there's not (As far as I know) many conferences local to where I live. I do have a car at my disposal so travelling shouldn't be a problem. I was hoping somebody could recommend the best way to go about finding and attending a conference, which one is probably the best to go to and what kind of things I'd need to know and take beforehand. I've done a couple of Google searches and searched SO itself but nothing specific to my needs was found. Note: I'm primarily a C# developer using WPF and WinForms but I'm open to pretty much anything.

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• How to introduce versioning for questions on Stack*? [closed]

  - by András Szepesházi

  What today is the best answer for any given question, yesterday was not available and tomorrow will be obsolete. Especially when we're talking about software development. Here is an example for you (there must be thousands, this one is absolutely imaginary): Q: What is the best way to implement autocomplete in javascript? A: (2000) Whut? A: (2007) Write a custom ajax function, display the results after processing A: (2011) Use this plugin: http://jqueryui.com/demos/autocomplete/ (nono, I'm not a jQuery affiliate, actually I prefer MooTools) What would be your recommendation to introduce versioning for Stack Exchange questions and answers? Is there a need at all for that?

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