Administering Oracle CRM On Demand Desktop

This chapter describes how to administer Oracle CRM On Demand Desktop before your end users install Oracle CRM On Demand Desktop for use with Microsoft Outlook. It contains the following topics:

Before Administering Oracle CRM On Demand Desktop

After Oracle CRM On Demand Desktop licenses are assigned to your company, the Manage CRM Desktop privilege is visible within the Administrator role. You must also provide access to Oracle CRM On Demand Desktop for your users, see Allowing Users to Access Oracle CRM On Demand Desktop within Your Company.

It is recommended that you create new roles for specific Oracle CRM On Demand Desktop users. This action might help control license consumption. For example, if you have 400 sales representatives, and you must assign Oracle CRM On Demand Desktop licenses to 200 of these representatives, then it is recommended that you create a new role for the Oracle CRM On Demand Desktop user. You can then add these 200 representatives to this new role, and assign the Oracle CRM On Demand Desktop licenses to only those 200 users.

Allowing Users to Access Oracle CRM On Demand Desktop within Your Company

You must provide access to Oracle CRM On Demand Desktop for your users.

To allow users to access Oracle CRM On Demand Desktop within your company

Assign the Enable CRM Desktop privilege to each Oracle CRM On Demand Desktop user's role.
For more information on privileges, roles, and users, see Oracle CRM On Demand Online Help.

Changing the Behavior of Oracle CRM On Demand Desktop

This topic describes how you can change the behavior of Oracle CRM On Demand Desktop. It includes the following information:

In addition to these topics on changing the behavior of Oracle CRM On Demand Desktop, you can also further customize how fields and other objects appear and behave in the user interface, and set up book support for object types. For more information on this customization, see Oracle CRM On Demand Desktop Customization Guide.

Modifying the Windows Registry to Change Oracle CRM On Demand Desktop Behavior

You can modify several Windows Registry parameters that affect Oracle CRM On Demand Desktop behavior. For example, you can specify the visibility of certain dialog boxes, the path where certain files are stored, or if the live update feature is allowed.

Caution: Modifying the Windows Registry can cause serious and permanent problems that you might not be able to resolve. Make only the modifications that you require, and make sure that the modifications do not negatively affect system functionality or performance.

For more information, see Changes That Oracle CRM On Demand Desktop Makes During an Installation.

To modify Windows Registry parameters to change the behavior of Oracle CRM On Demand Desktop

To automate changes to Windows Registry parameters, use an administrative tool, such as Systems Management Server or BMC Configuration Management.
Add or modify Windows Registry parameters, as necessary.
For more information, see Changes That Oracle CRM On Demand Desktop Makes in the Windows Registry.

Setting Behavioral Limits for Oracle CRM On Demand Desktop

You can set the limits that affect certain Oracle CRM On Demand Desktop behavior. The files that this topic describes are part of the customization package. To modify one of these files, you can use any editor that supports editing in JavaScript or XML, such as Notepad.

To set the behavioral limits for Oracle CRM On Demand Desktop

Modify the helpers.js file to set certain limits.

The helpers.js file is located in the customization package delivered in the installation ZIP file. Use the values from the following table.

Variable with Default Value	Description
var max_attach_file_size = 20	Sets the maximum size in megabytes of an attachment file in Microsoft Outlook.
var ask_delete_confirmation = true	Determines if Oracle CRM On Demand Desktop displays the Revert Deletions and Accept Deletions buttons in the Confirm Synchronization tab of the Synchronization Control Panel.
var action_selection_limit = 30	Sets the maximum number of items that Oracle CRM On Demand Desktop can process when the user executes a toolbar command. For example, if you set var action_selection_limit to 30, then the user can choose only 30 records in Microsoft Outlook, and then execute a command by using the toolbar in Microsoft Outlook. An example command is Email to Contacts. To avoid poor performance, you can modify this limit.

Edit the od_meta_info.xml file, using values from the following table. For more information on customizing, see Customizing Oracle CRM On Demand Desktop.

Variable	Description
max_commands_per_batch	Sets the maximum number of commands for each batch. For more information, see SiebelMetaInfo Element of the od_meta_info.xml File.
max_ids_per_command	Defines the maximum number of object IDs. For more information, see SiebelMetaInfo Element of the od_meta_info.xml File.
open_with_url_tmpl	Sets a template for the code that Oracle CRM On Demand Desktop uses to create a URL to open the page in Oracle CRM On Demand for that record.
ViewMode	Sets the visibility of an object. Sales Rep is the only view mode supported in data synchronization. For example: `ViewMode = Sales Rep` For additional information on using the ViewMode attribute, see About the View Mode Attribute When Using Books.

About the View Mode Attribute When Using Books

Book parameters are passed using the <Command> element attributes. For example, the following SOAP client request, from Oracle CRM On Demand Desktop to Oracle CRM On Demand, passes the following attributes:

ViewMode="Context" BookId="1QA2-1WPK6M" IncludeSubBooks="false"

When a user selects a book for a record type, the ID for that book and the IncludeSubBooks value are stored in the Microsoft Windows Registry. The connector then reads these values and inserts them into SOAP requests generated for that particular type. Also, Context viewmode is always used for such requests when you have to provide book parameters in those requests.

For example, the following is a sample SOAP request sent by the client:

<soapenv:Header>
  <ClientName xmlns="urn:crmondemand/ws">Oracle, CRM On Demand Desktop</ClientName>
  <crmod:SessionKeepAlive>true</crmod:SessionKeepAlive>
</soapenv:Header>
<soapenv:Body>
  <ClientSyncService_Execute_Input xmlns="urn:crmondemand/ws/crmdesktop/
clientsyncservice/">
     <ListOfCommands xmlns="urn:/crmondemand/xml/clientsyncexecuteinput">
       <Batch>
         <Command ViewMode="Context" BookId="1QA2-1WPK6M" IncludeSubBooks="false">
            <Id>{27FA29C3-AD92-485E-BAE5-5E4567B03020}</Id>
            <Message><SiebelMessage IntObjectName=’Account’>
                 <ListOfAccount startrownum=’0’ pagesize=’100’>
                  <Account operation=’querypage’>
                     ...
                  </Account>
               </ListOfAccount>
             </SiebelMessage></Message>
           </Command>
        </Batch> 
     </ListOfCommands>
  </ClientSyncService_Execute_Input>
</soapenv:Body>
</soapenv:Envelope>

Controlling the Object Types That Oracle CRM On Demand Desktop Displays inthe Filter Records Tab

By default, Oracle CRM On Demand Desktop displays the following objects in the Filter Records tab of the Synchronization Control Panel dialog box:

Contacts
Accounts
Opportunities
Activities
Leads

You can customize the Synchronization Control Panel dialog box to display or not display these object types.

To control the object types that Oracle CRM On Demand Desktop displays in the Filter Records tab

Use an XML editor to open the connector_configuration.xml file.
For more information, see Files in the Customization Package.
In the connector_configuration.xml file, locate the type element for the object that you must display or hide, for example:
```
type id="Opportunity"
```
Find the view element for the type you located in Step 2.
Set the suppress_sync_ui attribute to True to hide the object or False to display the object.
For more information, see View Element of the connector_configuration.xml File.
Save your changes and then republish the customization package.
For more information, see Creating and Publishing the Customization Package.
(Optional) To add a new object to the list of objects that Oracle CRM On Demand Desktop displays on the Filter Records tab, do the following:
1. In the XML code, add new type and view elements for the new object.
2. Set the suppress_sync_ui attribute for this new object to False.
Service requests are an example of a new object.

Controlling the Fields That Are Available in a Filter

To control the fields that are available in a filter, you use the IsFilterable property of the field in the od_meta_info.xml file.

To control the fields that are available in a filter

Use an XML editor to open the od_meta_info.xml file.
For more information, see Files in the Customization Package.

Locate the first instance of the element that defines the field you must modify.

For example, in the Contact.Account object, the following element defines the Account Status field:

<field Name='Account Status' Label='Account Status' DataType='DTYPE_TEXT' 
HasPicklist='yes' PicklistIsStatic='yes' PicklistCollectionType='ACCOUNT_STATUS' 
PicklistTypeId='PickList_Generic' IOElemName='AccountStatus' />

Do one of the following:
- To make the field not available in a filter criterion, add the following property to this element:
```
IsFilterable='yes'
```
- To make the field available in a filter criterion, add the following property to this element:
```
IsFilterable='no'
```
Note that the DataType property must not be DTYPE_ID.
Repeat Step 2 through Step 3 for each of the other objects you must modify.
For example, the Contact.Account object also includes the account status.

Controlling How Oracle CRM On Demand Desktop Converts Contacts

By default, the CRM On Demand Desktop Assistant prompts the user to convert Microsoft Outlook contacts to Oracle CRM On Demand contacts. You can suppress this feature by completing the following procedure. Suppressing the feature leaves the contact records unconverted.

To control how Oracle CRM On Demand Desktop converts contacts

Use an XML editor to open the platform_configuration.xml file.
For more information, see Files in the Customization Package.

Add the following code to the platform element:

<initialization_script> 
    <![CDATA[ 
    application.settings.set("FRA:SuppressConvertItemsMsgBox", "true"); 
    ]]> 
</initialization_script>

Controlling How Oracle CRM On Demand Desktop Deletes Records

You can control how Oracle CRM On Demand Desktop deletes records during a synchronization. The delete confirmation feature allows the user to cancel, during synchronization, a deletion that the user made in Microsoft Outlook. If you enable this feature, then Oracle CRM On Demand Desktop does the following work:

Displays the Confirm Synchronization tab on the Synchronization Control Panel dialog box.
Uses the Confirm Synchronization tab to allow the user to confirm the delete operation. If the user deletes records in Microsoft Outlook, then Oracle CRM On Demand Desktop displays the Confirm Synchronization tab during synchronization. If the user confirms, then Oracle CRM On Demand Desktop removes the deleted records from the Oracle CRM On Demand database on the Oracle CRM On Demand server.

To control the Confirm Synchronization tab

Use an XML editor to open the connector_configuration.xml file.
To display the Confirm Synchronization tab on the Synchronization Control Panel dialog box, you do the following:
1. Add the following code to the root element of the connector_configuration.xml file:
```
<features deletion_confirmation_mode="enable"/>
```
  For more information, see Setting the Delete Confirmation Mode Attribute.
2. Specify the objects that Oracle CRM On Demand Desktop displays in the Delete from On Demand in the Confirm Synchronization tab.
  For more information, see Specifying the Type of Object the User Can Confirm for Deletion.
To suppress the display of the Confirm Synchronization tab on the Synchronization Control Panel dialog box, add the following code to the root element of the connector_configuration.xml file:
```
<features deletion_confirmation_mode="suppress"/>
```

How the Number of Deleted Records Determines Delete Confirmation

The number of records that the user has deleted determines whether or not Oracle CRM On Demand Desktop displays the Confirm Synchronization tab. For example:

If the user deletes three or more accounts, ten or more contacts, or five or more opportunities, then Oracle CRM On Demand Desktop displays the Confirm Synchronization tab.
If the user deletes only one or two accounts, then Oracle CRM On Demand Desktop does not display the Confirm Synchronization tab.

The following table lists the minimum number of records that the user must delete to cause Oracle CRM On Demand Desktop to display the Confirm Synchronization tab.

Table Threshold at Which Oracle CRM On Demand Desktop Displays the Confirm Synchronization Tab

Object	Number of Deleted Records
Account	3
Account.Account_Note	10
Account.Contact.Association	20
Action.Contact.Association	100
Action.Employee.Association	100
Activity	20
Attachment	10
Contact	10
Contact.Contact_Note	10
Currency	Not applicable
Defaults	Not applicable
Employee.Position.Association	Not applicable
Internal_Product	Not applicable
Opportunity	5
Opportunity.Assignment_Group.Association	5
Opportunity.Contact.Association	20
Opportunity.Opportunity_Note	10
Opportunity.Opportunity_Product	5
Sales_Method.Sales_Cycle_Def	Not applicable
User	Not applicable

Setting the Delete Confirmation Mode Attribute

To control the Confirm Synchronization Tab on the Synchronization Control Panel dialog box, you use the deletion_confirmation_mode attribute of the connector_configuration.xml file.

The following table describes the values you can use for the deletion_confirmation_mode attribute.

Table Values for the Delete Confirmation Mode Attribute

Value	Description
suppress	Disables delete confirmation. Oracle CRM On Demand Desktop does not display the Confirm Synchronization tab in the Synchronization Control Panel.
enable	Enables delete confirmation. Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel. It displays the Revert Deletions button and the Accept Deletions button.
revert_only	Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel, but enables only the Revert Deletions button. It displays but does not enable the Accept Deletions button. This is the default setting.
user_confirm	Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel, but displays only the Accept Deletions button. It displays but does not enable the Revert Deletions button.

The following example sets the deletion_confirmation_mode attribute to revert_only. The ellipsis points (. . .) indicate code that is omitted:

<root>

<features deletion_confirmation_mode="revert_only"

. . .

</features>

Specifying the Type of Object the User Can Confirm for Deletion

You can specify the type of object that Oracle CRM On Demand Desktop displays in the Delete from On Demand list in the Confirm Synchronization tab. For example, you can specify Oracle CRM On Demand Desktop to display only opportunity records.

To specify the type of object the user can confirm for deletion

Use an XML editor to open the connector_configuration.xml file.
Locate the object type that Oracle CRM On Demand Desktop must display in the Delete from On Demand list in the Confirm Synchronization tab list.
For example, for opportunities, locate the following object type:
```
type id="Opportunity"
```
In the object you located in Step 2 add the synchronizer element or extend the existing one with the attribute-value pair: threshold="5".
For example, add the following element:
```
<synchronizer name_format=":[:(Name):]" threshold="5">
```
For more information, see the following topic.
Repeat Step 2 through Step 3 for each type of object that Oracle CRM On Demand Desktop must display in the Delete from On Demand list.

Example Code for Setting the Synchronizer Element

The synchronizer element in the connector_configuration.xml file controls the type of records that Oracle CRM On Demand Desktop displays in the Delete from On Demand list in the Confirm Synchronization tab list. It includes a threshold attribute.

In the following example, the threshold attribute set to 5 causes Oracle CRM On Demand Desktop to display the Confirm Synchronization tab only if the user deleted five or more opportunities since the last synchronization:

<type id="Opportunity" state_field="ObjectState">
  <view label="#obj_opportunity" label_plural="#obj_opportunity_plural"
small_icon="type_image:Opportunity:16" normal_icon="type_image:Opportunity:24" 
large_icon="type_image:Opportunity:48"></view>
  <synchronizer name_format=":[:(Name):]" threshold="5">
     <links>
     </links>
       <natural_keys>
       </natural_keys>
  </synchronizer>
</type>

The following table describes the values for the threshold attribute of the synchronizer element.

Table Values for the Threshold Attribute of the Synchronizer Element

Value	Description
0	Oracle CRM On Demand Desktop does not display delete confirmation for the object type.
1	Oracle CRM On Demand Desktop displays delete confirmation for the object type.
Any value greater than 1	If you specify any value that is greater than one, then Oracle CRM On Demand Desktop does the following: If the value you specify is greater than the number of deleted objects, then Oracle CRM On Demand Desktop does not display delete confirmation for the object. If the value you specify is less than or equal to the number of deleted objects, then Oracle CRM On Demand Desktop displays delete confirmation for the object.

Value

Description

0

Oracle CRM On Demand Desktop does not display delete confirmation for the object type.

1

Oracle CRM On Demand Desktop displays delete confirmation for the object type.

Any value greater than 1

If you specify any value that is greater than one, then Oracle CRM On Demand Desktop does the following:

If the value you specify is greater than the number of deleted objects, then Oracle CRM On Demand Desktop does not display delete confirmation for the object.
If the value you specify is less than or equal to the number of deleted objects, then Oracle CRM On Demand Desktop displays delete confirmation for the object.

Controlling the Exclusions List

The Exclusions List allows the user to exclude an individual record from synchronization even if this record matches a defined filtering criteria. Oracle CRM On Demand Desktop does the following work:

To identify the records that it must synchronize from the Oracle CRM On Demand server, it uses the following filters:
- Filters that the user creates
- Master filters
Note: Users cannot configure master filters. Master filters are defined in od_meta_info.xml file in the <master_filter_expr> element of object Type.
Excludes the records that are in the Exclusions List. It excludes each record in the list only if some other record does not reference this record.
If a record is listed in the Exclusions List, and if no other record references it, then Oracle CRM On Demand Desktop removes this record from Microsoft Outlook even if the Remove Local Records option contains a check mark.

To configure the exclusions list

Display the Exclusions button on the Filter Records screen of the Synchronization Control Panel:
1. Use an XML editor to open the connector_configuration.xml file.
2. Locate the following features element:
```
<features>
```
3. Make sure the following attribute in this features element is set to True:
```
enable_sync_exclusions
```
  You can add this attribute to the connector_configuration.xml file if it is not visible. For more information on adding the enable_sync_exclusions attribute, see Controlling the Confirm Synchronization Tab.

Turning on Exclusion Functionality

To turn on the exclusion functionality for a specific object, complete the following procedure.

To turn on exclusion functionality for a specific object

Use an XML editor to open the connector_configuration.xml file.
Locate the object type that you want to exclude.
For example, for opportunities, locate the following object type:
```
type id="Opportunity"
```
In the object you located in Step 2, add the synchronizer element.
For example, add the following element:
```
<synchronizer name_format=":[:(Name):]" threshold="5">
```
For more information, see Example Code for Setting the Synchronizer Element.
Repeat Step 2 through Step 3 for each object type.

In the actions.js file locate the siebel_item_delete function and the types_options variable inside the following section:

  var types_options =
  {
     "Mail": {
       "confirmation": false
      },
     "Account": {
       "exclude_allowed": true
     },
     "Contact": {
       "exclude_allowed": true,
       "exclude_supported": function(item) { return item["SiebelShared"]; }
     },
     "Opportunity": {
       "exclude_allowed": true
     },
     "Lead": {
       "exclude_allowed": true
     }
  };

In this section, add the new object type definition, and add set the exclude_allowed property to True.
When you add the new object type definition, it must be in the following format:
```
  "MyObject": {
    "exclude_allowed": true
  }
```

Examples of How Oracle CRM On Demand Desktop Uses the Exclusions List

Assume the following:

Contact 1 references account 1.
Contact 1 matches a filter, but account 1 does not match a filter.

In this example, Oracle CRM On Demand Desktop synchronizes account 1 because contact 1 references it. It does not add account 1 to the exclusion list.

For another example, assume the following:

Contact 1 references account 1.
Contact 1 matches a filter and account 1 matches a filter.
After the first synchronization, Microsoft Outlook displays contact 1 in the contact list and account 1 in the account list. The contact list is labelled as Contacts, and the accounts list is labelled as Accounts.
The user deletes account 1 and then Oracle CRM On Demand Desktop displays the following prompt:
Click No to remove the items from filter
The user clicks No, and then Oracle CRM On Demand Desktop moves account 1 to the Exclusions List. At the next synchronization, Oracle CRM On Demand Desktop synchronizes account 1 because contact 1 references it.

How Oracle CRM On Demand Desktop Automatically Adds Accounts, Contacts, and Opportunities to the Exclusions List

If the user deletes an account, lead, contact, or opportunity in the Explorer view, then Oracle CRM On Demand Desktop displays the following prompt:

Are you sure you would like to delete this item from Oracle CRM On Demand and Microsoft Outlook? Click Yes to delete the items from both applications. Click No to remove the items from filter.

The user can choose one of the following values:

Yes. Oracle CRM On Demand Desktop deletes the record in Microsoft Outlook and then deletes it from the Oracle CRM On Demand database on the Oracle CRM On Demand server during the next synchronization. If you enable delete confirmation, then Oracle CRM On Demand Desktop requests the user to confirm the deletion before it deletes the record from the Oracle CRM On Demand database. For more information, see Controlling How Oracle CRM On Demand Desktop Deletes Records.
No. Oracle CRM On Demand Desktop deletes the record from Microsoft Outlook and adds it to the Exclusions List. If this record is associated with another record in Microsoft Outlook through the lookup field, then Microsoft Outlook displays it the next time that the user synchronizes. In this case a lookup field is a field where you can select the relationship between the current record which references another record. For example, in Contact Object, there is a lookup field that refers to the Account Object Type called Primary Account.
For example, assume the following:
- A contact references a primary account.
- The user deletes the account from the Explorer view and then clicks No at the confirmation prompt.
In this case, Oracle CRM On Demand Desktop removes the account from the Accounts folder, the Accounts field on the Contact form, and from the Accounts MVG dialog box. The user synchronizes, and then Microsoft Outlook displays the record in the Accounts Lookup dialog box and in the Account field on the Contact form.

Controlling the Confirm Synchronization Tab

You can specify how Oracle CRM On Demand Desktop allows the user to handle deletions that occur during a synchronization. The delete confirmation feature allows the user to cancel, during synchronization, a deletion that the user made in Microsoft Outlook. If you enable this feature, then Oracle CRM On Demand Desktop does the following work:

Displays the Confirm Synchronization tab on the Synchronization Control Panel dialog box.
Uses the Confirm Synchronization tab to allow the user to confirm the delete operation. If the user deletes a record in Microsoft Outlook, then Oracle CRM On Demand Desktop displays the Confirm Synchronization tab during synchronization. If the user confirms, then Oracle CRM On Demand Desktop removes the deleted record from the Oracle CRM On Demand database on the Oracle CRM On Demand server.

To control the Confirm Synchronization tab

Use an XML editor to open the connector_configuration.xml file.
To display the Confirm Synchronization tab on the Synchronization Control Panel dialog box, do the following:
1. Add the following code to the root element of the connector_configuration.xml file:
```
<features deletion_confirmation_mode="enable"/>
```
  For more information, see Setting the Delete Confirmation Mode Attribute.
2. Specify the objects that Oracle CRM On Demand Desktop displays in the Delete from On Demand list in the Confirm Synchronization tab.
  For more information, see Specifying the Type of Object the User Can Confirm for Deletion.
To suppress the display of the Confirm Synchronization tab on the Synchronization Control Panel dialog box, add the following code to the root element of the connector_configuration.xml file:
```
<features deletion_confirmation_mode="suppress"/>
```

Controlling the Connection Tab

You can customize the settings for the Connection tab of the Oracle CRM On Demand Desktop-Options dialog box by modifying the customization package. The following procedure explains how to customize what check box is selected by default in the Options dialog box.

To control the Connection tab

Use an XML editor to open the platform_configuration.xml file.

In the initialization_script-CDATA section, set the following parameters:

<initialization_script>
  <![CDATA[
  application.settings.set("ProxyUsage", "2"); 
  application.settings.set("ProxyServer", "server_address");
  application.settings.set("ProxyServerPort", "8080");
  application.settings.set("ProxyLogin", "login_name");
  ]]>
</initialization_script>

where the ProxyUsage parameter can be:

0. Direct connection
1. Use IE settings
2. Manual proxy configuration

Save and close the platform_configuration.xml file.

Setting the Delete Confirmation Mode Attribute

To control the Confirm Synchronization Tab on the Synchronization Control Panel dialog box, you use the deletion_confirmation_mode attribute of the connector_configuration.xml file.

The following table describes the values you can use for the deletion_confirmation_mode attribute.

Table Values for the Delete Confirmation Mode Attribute

Value	Description
suppress	Disables delete confirmation. Oracle CRM On Demand Desktop does not display the Confirm Synchronization tab in the Synchronization Control Panel.
enable	Enables delete confirmation. Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel. It displays the Revert Deletions button and the Accept Deletions button.
revert_only	Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel but enables only the Revert Deletions button. It displays but does not enable the Accept Deletions button. This setting is the default.
user_confirm	Oracle CRM On Demand Desktop displays the Confirm Synchronization tab in the Synchronization Control Panel but displays only the Accept Deletions button. It displays but does not enable the Revert Deletions button.

The following example sets the deletion_confirmation_mode attribute to revert_only. The ellipsis points (. . .) indicate code that is omitted:

<root>
  <features deletion_confirmation_mode="revert_only" 
      . . .
  </features>

Specifying the Type of Object the User Can Confirm for Deletion

You can specify the type of object that Oracle CRM On Demand Desktop displays in the Delete from On Demand list in the Confirm Synchronization tab. For example, you can specify Oracle CRM On Demand Desktop to display only opportunity records.

To specify the type of object the user can confirm for deletion

Use an XML editor to open the connector_configuration.xml file.
Locate the object type that Oracle CRM On Demand Desktop must display in the Delete from On Demand list in the Confirm Synchronization tab list, for example, for opportunities, locate the following object type:
```
type id="Opportunity"
```
In the object you located in Step 2, add the synchronizer element.
For example, add the following element:
```
<synchronizer name_format=":[:(Name):]" threshold="5">
```
For more information, see Example Code for Setting the Synchronizer Element.
Repeat Step 2 through Step 3 for each type of object that Oracle CRM On Demand Desktop must display in the Delete from On Demand list.

Setting the Synchronizer Element

The synchronizer element in the connector_configuration.xml file controls the type of records that Oracle CRM On Demand Desktop displays in the Delete from On Demand list in the Confirm Synchronization tab list. It includes a threshold attribute.

In the following example, the threshold attribute of 5 causes Oracle CRM On Demand Desktop to display the Confirm Synchronization tab only if the user deleted five or more opportunities since the last synchronization:

<type id="Opportunity" state_field="ObjectState">
  <view label="#obj_opportunity" label_plural="#obj_opportunity_plural" 
small_icon="type_image:Opportunity:16" normal_icon="type_image:Opportunity:24" 
large_icon="type_image:Opportunity:48"></view>
  <synchronizer name_format=":[:(Name):]" threshold="5">
    <links>
    </links>
    <natural_keys>
    </natural_keys>
  </synchronizer>
</type>

The following table describes the values for the threshold attribute of the synchronizer element.

Table Values for the Threshold Attribute of the Synchronizer Element

Value	Description
0	Oracle CRM On Demand Desktop does not display delete confirmation for the object type.
1	Oracle CRM On Demand Desktop displays delete confirmation for the object type.
Any value greater than 1	If you specify any value that is greater than one, then Oracle CRM On Demand Desktop does the following: If the value you specify is greater than the number of deleted objects, then Oracle CRM On Demand Desktop does not display delete confirmation for the object. If the value you specify is less than or equal to the number of deleted objects, then Oracle CRM On Demand Desktop displays delete confirmation for the object.

Value

Description

0

Oracle CRM On Demand Desktop does not display delete confirmation for the object type.

1

Oracle CRM On Demand Desktop displays delete confirmation for the object type.

Any value greater than 1

If you specify any value that is greater than one, then Oracle CRM On Demand Desktop does the following:

If the value you specify is greater than the number of deleted objects, then Oracle CRM On Demand Desktop does not display delete confirmation for the object.
If the value you specify is less than or equal to the number of deleted objects, then Oracle CRM On Demand Desktop displays delete confirmation for the object.

Controlling How Oracle CRM On Demand Desktop Handles an Archived Item

Oracle CRM On Demand Desktop does not distinguish between items in Microsoft Outlook that Microsoft Outlook archives and items that the user deletes. If Microsoft Outlook archives an item, then Oracle CRM On Demand Desktop interprets this action as a deletion, and it deletes the corresponding Oracle CRM On Demand record in the Oracle CRM On Demand database. To modify this behavior, you use the archive_activity_days variable in the business_logic.js file. If the deleted Microsoft Outlook event contains the following:

An end date that occurs further in the past than the current system date minus the number of days that the archive_activity_days variable specifies, then Oracle CRM On Demand Desktop does not delete the corresponding Oracle CRM On Demand record.
An end date that occurs more recently than the current system date minus the number of days that the archive_activity_days variable specifies, then Oracle CRM On Demand Desktop deletes the corresponding Oracle CRM On Demand record.

The archive_activity_days variable is set to 7 by default. For example, assume you leave the archive_activity_days variable at the default value. Oracle CRM On Demand Desktop does the following:

If a meeting occurred further in the past than the current system date minus 7 days, and if the meeting no longer exists in Microsoft Outlook, then Oracle CRM On Demand Desktop treats the meeting as an archived item. Oracle CRM On Demand Desktop does not delete the corresponding Oracle CRM On Demand meeting from the Oracle CRM On Demand database.
If a meeting was scheduled to occur less than 7 days before the current system date, then Oracle CRM On Demand Desktop assumes the user intentionally deleted the meeting, and it deletes the corresponding Oracle CRM On Demand meeting from the Oracle CRM On Demand database.

To control how Oracle CRM On Demand Desktop handles archived items

Open the business_logic.js file with a program that can edit JavaScript code.
For more information, see Files in the Customization Package.
Change the value for the var archive_activity_days attribute.
Add your modification to a customization package.
Publish the customization package.
For more information, see Publishing or Unpublishing Customization Packages.

Modifying the Windows Registry Parameters That Affect Local Synchronization

You can adjust the Windows registry parameters described in Windows Registry Parameters That Affect Local Synchronization by editing the platform_configuration.xml file, which is one of the metadata files in the customization package. For example, in the initialization_script- CDATA section, you can set the UpstreamSyncIsDefault parameter to make full synchronization the default synchronization type, as follows:

<initialization_script> 
  <![CDATA[ 
  application.settings.set("UpstreamSyncIsDefault", 0); 
  ]]> 
</initialization_script>

For more information on synchronization, see How Oracle CRM On Demand Desktop Synchronizes Data

Preventing Data Loss When Upgrading a Customization Package

You can prevent data loss when upgrading a customization package by notifying your users on how to correctly manage customization packages.

In Oracle CRM On Demand Desktop, each role can have only one active customization package assigned to it. If you did not update the data structure in the customization package, then the customization package is compatible for the upgrade, and no new synchronization is needed.

However, if you did change the data structure in the customization package, then Oracle CRM On Demand Desktop might need to erase all the existing data in Microsoft Outlook, and to perform an initial synchronization. To prevent this, do the following:

Alert all Oracle CRM On Demand Desktop users in your company about the scheduled upgrade of the customization package.
Confirm the date on which the new package will be active.
Request that all Oracle CRM On Demand Desktop users in your company synchronize all changes before the scheduled upgrade date.
When all users have synchronized, all changes are saved on the Oracle CRM On Demand server.
Add an end date to all currently active customization packages. This date must be equal to the scheduled upgrade date.
You can do this by temporarily unpublishing the active customization packages. It is recommended that you perform this step during company downtime. This step prevents users receiving errors when there is no currently active published customization package. For more information, see Publishing or Unpublishing Customization Packages.
Make the new installer available to all the users in the company by uploading the new installer to the required location.
When Oracle CRM On Demand Desktop users log in after the scheduled date, the new customization package is available in the new installer which is active and ready for implementation.
For more information, see Overview of Installing Oracle CRM On Demand Desktop. When Oracle CRM On Demand Desktop users log in, the new customization package is active and ready for use.

Using Filters in Oracle CRM On Demand Desktop

You can use filters in customization packages in Oracle CRM On Demand Desktop to limit what users can synchronize. By limiting synchronization, you can improve the performance of Oracle CRM On Demand Desktop.

The Oracle CRM On Demand Desktop Estimates page in the Oracle CRM On Demand Desktop setup wizard allows users to view an estimate of how many records they will synchronize with Microsoft Outlook.

Because Oracle CRM On Demand Desktop Estimates page estimates only the parent records, it is recommended that if you configure a preset filter, then you must run a test on some users and make sure that Oracle CRM On Demand Desktop returns approximately 2000 records from the estimation. For more information, see Customizing Synchronization.

Note: It is recommended to have 5000 records or less in Oracle CRM On Demand Desktop.

Configuring the Pin Mode for Records

The pin mode feature in Oracle CRM On Demand Desktop enables you to temporarily keep synchronized Oracle CRM On Demand Desktop records in Microsoft Outlook. Oracle CRM On Demand Desktop records that are kept in Microsoft Outlook can stay in Microsoft Outlook even if the records do not match your existing filters. For more information on filters, see Filters Reduce the Number of Oracle CRM On Demand Records That Are Available in Oracle CRM On Demand Desktop. By design, Oracle CRM On Demand Desktop records are automatically removed from Microsoft Outlook after a predefined time period.

You can use the Control Panel to configure the pin mode for records and do the following:

Specify the amount of time that a record is kept in Microsoft Outlook
Override the configured time period to manually remove a record from Microsoft Outlook

To configure the pin mode for records

Navigate to the Control Panel, and click Synchronization Exceptions.
In the Synchronizations screen, select Additions.
In the Additions screen, highlight the record that you want to configure, and then select Set PIN Mode.
The Set PIN Mode feature sets the amount of time that synchronized records that are not filtered are displayed as records in Microsoft Outlook. The options include:
- Unpin
- For 1 day
- For 1 week
- For 1 month
- For 1 year
- Always
Click Close.

Configuring Online Lookup

Online lookup allows you to search and view all records visible to you in the Oracle CRM On Demand Desktop database while you are connected to your network. Online lookup can be invoked from any SalesBook button, as long as the user is online. Visibility is also defined by the access settings defined for the role. For more information on roles and profiles, seeOracle CRM On Demand Online Help.

While using online lookup, you can also keep records in Microsoft Outlook using the pin mode for records feature. For more information on using this feature, see Configuring the Pin Mode for Records.

Administering Log Files and Log Profiles

This topic describes how to administer log files and log profiles. It includes the following information:

Log Files and Dump Files You Can Use with Oracle CRM On Demand Desktop

The following table describes log files and dump files that you can use with Oracle CRM On Demand Desktop. For information about how to enable these log files and dump files, see Assigning a Logging Profile to Oracle CRM On Demand Desktop.

Table Log Files and Dump Files You Can Use with Oracle CRM On Demand Desktop

Description	Where Stored
General Log. Includes information about general application events.	Windows Vista and Windows 7: C:\Users\user\AppData\Roaming\Oracle\CRMDesktop\Profile \Logs\GeneralLog Oracle CRM On Demand Desktop stores the first general log file as log.0000.txt. If this first file reaches 10 MB, then it creates a new file and increments the name of this file by 1, for example, log.0001.txt. A maximum of eight files can exist. If the eighth file reaches 10 MB, then Oracle CRM On Demand Desktop deletes the oldest General Log. Note: Log rotation does not occur until Microsoft Outlook is restarted. Files larger than 10 MB can be created. However, when Microsoft Outlook is restarted and the log file size is more than 10 MB, then Oracle CRM On Demand Desktop creates an additional log file.
Exception Log. Includes information about Oracle CRM On Demand Desktop exceptions. These log files are for Oracle internal use only.	Windows Vista and Windows 7: C:\Users\user\AppData\Roaming\Oracle\CRMDesktop\Profile \Logs\ExceptionLog Oracle CRM On Demand Desktop stores the first exception log file as ex_trace.0000.txt. If this first file reaches 10 MB, then it creates a file and increments the name of this file by 1, for example, ex_trace.0001.txt. A maximum of eight files can exist. If the eighth file reaches 10 MB, then Oracle CRM On Demand Desktop deletes the oldest file.
Crash Dump. Includes information about Outlook and Oracle CRM On Demand Desktop application failures.	Windows Vista and Windows 7: C:\Users\user\AppData\Roaming\Oracle\CRMDesktop\Profile \Logs\CrashDump A maximum of 48 crash dump files can exist. If 48 files exist, and if Oracle CRM On Demand Desktop must create another crash dump, then it deletes the oldest file.
SOAP Dump. Includes information about requests that Oracle CRM On Demand Desktop sends to the On Demand Server and replies that it receives from the On Demand Server.	Windows Vista and Windows 7: C:\Users\user\AppData\Roaming\Oracle\CRMDesktop\Profile \Logs\SoapDump A maximum of 48 SOAP dump files can exist. If 48 SOAP dump files exist, and if Oracle CRM On Demand Desktop must create another SOAP dump file, then it deletes the oldest SOAP dump.
Synchronization Dump. Includes synchronization events.	Windows Vista and Windows 7: C:\Users\user\AppData\Roaming\Oracle\CRMDesktop\Profile \Logs\ SyncDump A maximum of 48 synchronization dump files can exist. If 48 files exist, and if Oracle CRM On Demand Desktop must create another file, then it deletes the oldest file.

Assigning a Logging Profile to Oracle CRM On Demand Desktop

A logging profile is a set of parameters that determine logging settings. Oracle CRM On Demand Desktop comes with three predefined logging profiles and one custom profile. You can assign a predefined logging profile. You cannot change the set of parameters that a predefined logging profile uses. You can assign only one logging profile at a time.

To assign a logging profile to Oracle CRM On Demand Desktop

On the client computer, right-click the Oracle CRM On Demand Desktop icon in the system tray.
Choose Options and then click the Advanced tab in the Oracle CRM On Demand - Options dialog box.
Click Configure Logging and Reporting.

In the Logging Configuration dialog box, choose the Logging Policy using values from the following table.

Logging Policy	Log or Dump Enabled
Basic	General Log Oracle CRM On Demand Desktop sets the verbosity for the General Log to Info.
Detailed	Oracle CRM On Demand Desktop enables the following log files and dump files: General Log Exception Log Crash Dump Sync Dump SOAP Dump Oracle CRM On Demand Desktop sets the verbosity for the General Log to the following: Info for Detailed
Exhaustive	Oracle CRM On Demand Desktop enables the following log files and dump files: General Log Exception Log Crash Dump Sync Dump SOAP Dump Oracle CRM On Demand Desktop sets the verbosity for the General Log to the following: Debug for Exhaustive
Custom	Oracle CRM On Demand Desktop uses a custom profile that you define. For more information, see Creating a Custom Logging Profile.

Set the level of detail that Oracle CRM On Demand Desktop writes to the General Log. Under Logging Verbosity, select one of the following:
- Debug. Logs information messages, warnings, and all errors.
- Info. Logs only information messages.
- Warning. Logs only warnings.
- Error. Logs only errors.
- Fatal. Logs only fatal errors.
Optional. Choose one or more of the following items:
- Log Application Exceptions
- Log Application Crashes
- Log Sync Dumps
- Log SOAP Dumps
At run-time, Oracle CRM On Demand Desktop creates log entries for each item you choose. For more information, see Log Files and Dump Files You Can Use with Oracle CRM On Demand Desktop.
Optional. Choose View Files for any item.
If you choose View Files, then Oracle CRM On Demand displays the folder that includes the log files for the corresponding log type.
Click OK.
Oracle CRM On Demand Desktop replaces the current logging settings with the setting that the profile you choose contains. It copies the parameters of this logging profile to the Oracle CRM On Demand Desktop logging settings in the Windows Registry in the following key:
```
HKEY_CURRENT_USER\Software\Oracle\CRM On Demand Desktop\Logging
```

Creating a Custom Logging Profile

The example in this topic describes how to create a logging profile that enables General Log, Synchronization Dump, and SOAP Dump log entries and sets verbosity for the General Log to Warning.

To create a custom logging profile

In Microsoft Windows, choose Start and then click Run.
In the Run dialog box, enter REGEDIT and then click OK.

Locate the following key:

HKEY_CURRENT_USER\Software\Oracle\CRM On Demand Desktop\LoggingProfiles

Create a subkey in the key that you located in Step 3.
Enter a name for this subkey. At run time, Oracle CRM On Demand Desktop displays this name in the logging profile in the Logging Policy drop-down list of the Logging Configuration dialog box. You cannot localize a profile name. Oracle CRM On Demand Desktop stores this name in the registry with the settings that you specify for the profile. For more information, see Assigning a Logging Profile to Oracle CRM On Demand Desktop.

Create the following subkeys in the subkey that you create in Step 4. Create one subkey for each row that the following table contains.

Subkey Name	Enable	Description
GeneralLog	Yes	Set the value of the log_level parameter to the following decimal value: 3000 This value configures Oracle CRM On Demand Desktop to log only warnings. For performance reasons, it is recommended that Oracle CRM On Demand Desktop log only warnings during normal operations. For more information, see Windows Registry Parameters That You Can Use with the General Log File.
ExceptionLog	No	For more information, see Windows Registry Parameters That You Can Use with the Exception Log File.
CrashDump	No	For more information, see Windows Registry Parameters That You Can Use with the Crash Dump File.
SoapDump	Yes	For more information, see Windows Registry Parameters That You Can Use with the SOAP Dump File.
SyncDump	Yes	For more information, see Windows Registry Parameters That You Can Use with the Synchronization Dump File.

If you remove Oracle CRM On Demand Desktop at some point in the future, then it cleans all registry settings during removal.

Assign your custom profile.
For more information, see Assigning a Logging Profile to Oracle CRM On Demand Desktop.
Optional. To distribute registry modifications in the network, you can use one of following:
- Imported registration (.reg) files
- regini.exe
- Group policy
- System policy

Configuring Web Mashups Controls

A mashup describes a Web application that combines multiple services into a single application. Any Web page can be interactively exposed through Microsoft Outlook’s form using Oracle CRM On Demand Desktop controls. The example in this procedure shows how to display a Google Maps location in an Account form that is driven by an address record in the Account form.

To configure Web mashup controls

Add the Web page control to the Account form by doing the following:
1. Use an XML editor to open the forms_xx.xml file. Add cross reference here.
2. Navigate to the SBL Account form.
3. Add the following:
```
<web_page id="web_page_view">
    <url>http://www.maps.google.com/</url>
</web_page>
```
In the forms.js file, find the following:
var current_form = new forms.account_form(forms.create_form_ctx(ctx));

Create a script and add below the line found in Step 2:

function GetPrimaryAddressURL()
{
    var params = [];
    var url = "http://maps.google.com/?";

    if(ctx.form.item["Primary Address Id"] != null)

    {
       var item = ctx.session.open_item(ctx.form.item["Primary Address Id"]);
       if(item != null)
       {
         if((item["Street Address"]).length > 0)
            params.push( (item["Street Address"]).replace(" ", "+") );
         if((item["City"]).length > 0)
            params.push( (item["City"]).replace(" ", "+") );
         if((item["Country"]).length > 0)
            params.push( (item["Country"]).replace(" ", "+") );
         if((item["State"]).length > 0)
            params.push( (item["State"]).replace(" ", "+") );
       }
    }

    if(params.length > 0) url += "&q=" + params.join(",+");
    else url += "&z=1";
    return url;
}

Add the following to the forms.js file, in the Account Controls section:
```
ctx.form.web_page_view.navigate = GetPrimaryAddressURL();
```