Oracle® One-to-One Fulfillment: Implementation Guide Release 12.2

Oracle® One-to-One Fulfillment
Implementation Guide
Release 12.2
Part No. E48993-01
September 2013
Oracle One-to-One Fulfillment Implementation Guide, Release 12.2
Part No. E48993-01
Copyright © 2003, 2013, Oracle and/or its affiliates. All rights reserved.
Primary Author: Ashita Mathur
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Contents
Send Us Your Comments
Preface
1 Introduction
Overview of Oracle One-to-One Fulfillment........................................................................... 1-1
Basic Terminology............................................................................................................... 1-2
Templates, Master Documents and Collateral .................................................................... 1-2
Cover Letters........................................................................................................................ 1-3
E-Business Suite Use of Templates, Master Documents and Collateral............................... 1-3
Process Flow........................................................................................................................ 1-4
Concepts .................................................................................................................................... 1-6
Advanced Queuing ............................................................................................................. 1-7
Email Bounceback................................................................................................................ 1-7
Fulfillment Requests............................................................................................................ 1-7
Fulfillment Server................................................................................................................ 1-8
Remote Commands.............................................................................................................. 1-9
Fulfillment Channels............................................................................................................ 1-9
Agent Groups...................................................................................................................... 1-9
Agent Resources.................................................................................................................. 1-9
Email Tracking..................................................................................................................... 1-9
Templates........................................................................................................................... 1-10
MES Master Documents..................................................................................................... 1-10
Oracle Content Manager Profile Options........................................................................... 1-11
Queries............................................................................................................................... 1-12
Data Source........................................................................................................................ 1-14
Collateral............................................................................................................................ 1-14
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Fulfillment Request History............................................................................................... 1-14
Fulfillment Request Status................................................................................................. 1-15
Physical Collateral............................................................................................................. 1-15
Unsubscribe Option........................................................................................................... 1-15
Resubmit ........................................................................................................................... 1-16
Pause and Resume Request Processing..............................................................................1-16
Deletion of Sent Fulfillment Requests................................................................................ 1-17
Master Document Editor.................................................................................................... 1-17
High Quality Printing ....................................................................................................... 1-17
2 Dependencies and Integration Points

System Requirements................................................................................................................ 2-1
Fulfillment Server................................................................................................................ 2-1
Output Servers..................................................................................................................... 2-1
Mandatory Dependencies......................................................................................................... 2-2
Conditional Dependencies........................................................................................................ 2-7
Related Documentation............................................................................................................. 2-8
Installing Oracle One-to-One Fulfillment................................................................................ 2-8
Accessing Oracle One-to-One Fulfillment............................................................................... 2-8
User Accounts...................................................................................................................... 2-8
Responsibilities.................................................................................................................... 2-9
3 Implementation Tasks
Implementation Task Sequence............................................................................................... 3-1
Defining an Administrator....................................................................................................... 3-5
Creating an Administrator User Account................................................................................. 3-6
Assigning a Role to a User Account.......................................................................................... 3-7
Defining an Agent..................................................................................................................... 3-8
Creating an Employee............................................................................................................... 3-9
Creating a User Account for an Agent.................................................................................... 3-11
Assigning or Importing a Resource for an Employee............................................................ 3-12
Configuring Servers ............................................................................................................... 3-13
Creating a Fulfillment Server..................................................................................................3-14
Defining an Email Server........................................................................................................ 3-16
Defining a Fax Server.............................................................................................................. 3-18
Adding an Available Print Server........................................................................................... 3-19
Creating a New Print Server for RightFax Printing................................................................3-20
Implementing a Fulfillment Server........................................................................................ 3-20
Creating a Remote Command Script for the Fulfillment Server........................................... 3-21
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4 Integration Tasks
Integrating with Captaris RightFax ......................................................................................... 4-1
High Level Integration Steps.................................................................................................... 4-1
Sending a Fax Fulfillment Request by RightFax...................................................................... 4-2
Sending a Print Fulfillment Request by RightFax................................................................... 4-4
5 Diagnostics and Troubleshooting

Introduction............................................................................................................................... 5-2
Common Error Messages.......................................................................................................... 5-2
Out of Memory Error................................................................................................................. 5-2
java.lang.NullpointerException or Blank Screen..................................................................... 5-2
Fulfillment Server Error Messages and Debug Flags .............................................................. 5-3
Common Fulfillment Server Errors.......................................................................................... 5-3
Fulfillment Server Debug Flags................................................................................................ 5-5
Stopping and Restarting the Fulfillment Server...................................................................... 5-7
Email Issues............................................................................................................................... 5-7
java.io.IOException: 500 5.5.1 Command Unrecognized.......................................................... 5-8
Characters Appear as '?' in Body of Email ............................................................................... 5-8
Frequently Asked Questions.................................................................................................... 5-8
Uploading an RTF Document Fails in Oracle Content Manager............................................. 5-9
Content Types Not Visible........................................................................................................5-9
Cannot Update Existing Content Type..................................................................................... 5-9
Log Directory Path..................................................................................................................... 5-9
TeleSales Java Exception........................................................................................................... 5-9
java.lang.IllegalArgumentException...................................................................................... 5-10
DoNotContactException.......................................................................................................... 5-11
Commands in Background Mode........................................................................................... 5-12
Viewing Request Processing................................................................................................... 5-13
"Initializing Processor" Error.................................................................................................. 5-13
Merge Field Errors................................................................................................................... 5-14
Unable to Use Merge Field Delimiters « and »............................................... 5-14
Table Rows and Merge Fields................................................................................................. 5-15
Server id and User id in create_fulfillment API Call............................................................. 5-21
Sending a Request Through Multiple Media Types.............................................................. 5-21
Debugging............................................................................................................................... 5-22
PL/SQL Debugging................................................................................................................. 5-22
Server Debugging.................................................................................................................... 5-23
Troubleshooting the RightFax Integration............................................................................. 5-24
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6 Administration Tasks
Managing Servers...................................................................................................................... 6-3
Setting the Fulfillment Server Start Time and Shutdown Time..............................................6-4
Setting the Interaction History Outcomes and Results............................................................ 6-5
Enabling the Unsubscribe Option in Email Requests..............................................................6-5
Enabling Tracking for Email Requests..................................................................................... 6-6
Setting Up Bounceback............................................................................................................. 6-7
Defining Print Servers and Printers for High-Quality Printing.............................................. 6-9
Configuring a Print Server for High-Quality Printing.............................................................6-9
Configuring Printers for High-Quality Printing.................................................................... 6-10
Managing Fulfillment Agent Groups .................................................................................... 6-11
Creating an Agent Group........................................................................................................ 6-11
Adding an Agent to a Group................................................................................................... 6-12
Removing an Agent from a Group..........................................................................................6-13
Assigning a Fulfillment Agent Group to a Fulfillment Server.............................................. 6-14
Managing Oracle Marketing Encyclopedia System Templates............................................. 6-15
Creating a Template................................................................................................................ 6-15
Assigning a Master Document to a Template........................................................................ 6-17
Assigning Collateral to a Template........................................................................................ 6-18
Updating a Template............................................................................................................... 6-19
Removing a Master Document from a Template................................................................... 6-20
Removing Collateral from a Template................................................................................... 6-21
Managing Oracle Marketing Encyclopedia System Master Documents .............................. 6-22
Creating an Oracle Marketing Encyclopedia System Master Document Using the Text Editor
.................................................................................................................................................. 6-22
Uploading an Oracle Marketing Encyclopedia System Master Document........................... 6-24
Updating an Oracle Marketing Encyclopedia System Master Document............................. 6-25
Viewing an Oracle Marketing Encyclopedia System Master Document.............................. 6-26
Downloading an Oracle Marketing Encyclopedia System Master Document...................... 6-26
Assigning a Query to an Oracle Marketing Encyclopedia System Master Document..........6-27
Removing a Query From an Oracle Marketing Encyclopedia System Master Document.... 6-27
Viewing Oracle Marketing Online Collateral ....................................................................... 6-28
Managing Oracle Marketing Encyclopedia System Queries................................................. 6-28
Creating a Query..................................................................................................................... 6-29
Updating a Query.................................................................................................................... 6-30
Viewing Oracle Marketing Encyclopedia System Master Documents Associated With a
Query....................................................................................................................................... 6-30
Creating a Data Source File from a Query ............................................................................. 6-31
Managing Content .................................................................................................................. 6-32
Cover Letter Overview............................................................................................................ 6-32
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Understanding Cover Letter Content Types........................................................................... 6-33
Queries..................................................................................................................................... 6-35
Creating and Managing Cover Letter Content Types............................................................ 6-36
Creating Cover Letters............................................................................................................. 6-39
Managing Fulfillment Requests ............................................................................................ 6-42
Viewing the Status of a Fulfillment Request......................................................................... 6-42
Canceling a Fulfillment Request............................................................................................ 6-43
Pausing or Resuming a Fulfillment Request.......................................................................... 6-44
Managing Fulfillment Request History ................................................................................. 6-45
Viewing the Details of a Fulfillment Request........................................................................ 6-45
Viewing Failed Fulfillment Requests..................................................................................... 6-48
Viewing a Partially Successful Fulfillment Request..............................................................6-48
Correcting a Malformed Email Job......................................................................................... 6-49
Viewing Job Details................................................................................................................ 6-50
Resubmitting a Job.................................................................................................................. 6-52
Resubmitting a Fulfillment Request...................................................................................... 6-53
Deleting a History Entry......................................................................................................... 6-53
Searching for a Fulfillment Request ...................................................................................... 6-54
Using the Quick Find Feature ................................................................................................ 6-55
Using Merge Fields................................................................................................................. 6-56
Default and Wildcard Merge Delimiter Pairs ....................................................................... 6-57
Different Representations of the Same Character ................................................................. 6-57
Using Encrypted Merge Fields ............................................................................................... 6-58
Creating an RTF Form Document with Merge Fields............................................................ 6-58
Creating a PDF Form Document with Merge Fields.............................................................. 6-68
Setting Up High Quality Printing........................................................................................... 6-69
Configuring the Printer........................................................................................................... 6-69
Setting Up a Pasta Print Server............................................................................................... 6-70
Verifying the Printer Configuration....................................................................................... 6-71
Running Concurrent Programs............................................................................................... 6-72
A Fulfillment Server Commands

Fulfillment Server Startup Script Parameters.......................................................................... A-1
Fulfillment Server Commands................................................................................................. A-1
Required Flags.......................................................................................................................... A-2
Optional Flags........................................................................................................................... A-3
Debug Flags............................................................................................................................... A-7
Additional Java Flags................................................................................................................ A-9
Language Character Parsing .................................................................................................... A-9
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B APIs
Introduction.............................................................................................................................. B-1
Priority Levels .......................................................................................................................... B-2
Interaction History Logging..................................................................................................... B-2
Extended Headers..................................................................................................................... B-3
Extended Header XML Format................................................................................................. B-3
Start_Request ........................................................................................................................... B-4
Get_Content_Xml...................................................................................................................... B-5
One-to-One Fulfillment Request Types................................................................................... B-6
Example <item> XML Element ................................................................................................. B-7
Messages and Notifications.................................................................................................... B-18
Business Events....................................................................................................................... B-18
Common Messages ................................................................................................................ B-19
Get_Content_XML Messages..................................................................................................B-19
Example Scripts....................................................................................................................... B-21
C Profile Options
Fulfillment Profile Options...................................................................................................... C-1
Glossary
Index
viii

Send Us Your Comments
Oracle One-to-One Fulfillment Implementation Guide, Release 12.2

Part No. E48993-01
Oracle welcomes customers' comments and suggestions on the quality and usefulness of this document.
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ix

Preface
Intended Audience
Welcome to Release 12.2 of the Oracle One-to-One Fulfillment Implementation Guide.
This guide is intended for personnel who are responsible for implementing and
administering the Oracle One-to-One Fulfillment application.
This guide assumes that you have a working knowledge of the principles and
customary practices of your business area.
See Related Information Sources on page xii for more Oracle E-Business Suite product
information.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle
Accessibility Program website at
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Access to Oracle Support

Oracle customers have access to electronic support through My Oracle Support. For
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Structure
1 Introduction
2 Dependencies and Integration Points
3 Implementation Tasks
4 Integration Tasks
5 Diagnostics and Troubleshooting
6 Administration Tasks
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A Fulfillment Server Commands
B APIs
C Profile Options
Glossary
Related Information Sources
Integration Repository
The Oracle Integration Repository is a compilation of information about the service
endpoints exposed by the Oracle E-Business Suite of applications. It provides a
complete catalog of Oracle E-Business Suite's business service interfaces. The tool lets
users easily discover and deploy the appropriate business service interface for
integration with any system, application, or business partner.
The Oracle Integration Repository is shipped as part of the E-Business Suite. As your
instance is patched, the repository is automatically updated with content appropriate
for the precise revisions of interfaces in your environment.
You can navigate to the Oracle Integration Repository through Oracle E-Business Suite
Integrated SOA Gateway.
Online Documentation
All Oracle E-Business Suite documentation is available online (HTML or PDF).
• PDF - See the Oracle E-Business Suite Documentation Library for current PDF
documentation for your product with each release. The Oracle E-Business Suite
Documentation Library is also available on My Oracle Support and is updated
frequently
• Online Help - Online help patches (HTML) are available on My Oracle Support.
• Release Notes - For information about changes in this release, including new
features, known issues, and other details, see the release notes for the relevant
product, available on My Oracle Support.
• Oracle Electronic Technical Reference Manual - The Oracle Electronic Technical

Reference Manual (eTRM) contains database diagrams and a detailed description of
database tables, forms, reports, and programs for each Oracle E-Business Suite
product. This information helps you convert data from your existing applications
and integrate Oracle E-Business Suite data with non-Oracle applications, and write
custom reports for Oracle E-Business Suite products. The Oracle eTRM is available
on My Oracle Support.
xii
Guides Related to All Products
Oracle E-Business Suite User's Guide

This guide explains how to navigate, enter data, query, and run reports using the user
interface (UI) of Oracle E-Business Suite. This guide also includes information on setting
user profiles, as well as running and reviewing concurrent programs.
You can access this guide online by choosing "Getting Started with Oracle Applications"
from any Oracle E-Business Suite product help file.
Guides Related to this Product
Oracle Application Framework Personalization Guide

This guide describes how to personalize Oracle Application Framework-based Oracle
E-Business Suite application pages as an end-user and as a personalization
administrator using the Oracle Application Personalization Framework.
Installation and System Administration
Oracle Alert User's Guide

This guide explains how to define periodic and event alerts to monitor the status of
your Oracle E-Business Suite data.
Oracle E-Business Suite Concepts

This book is intended for all those planning to deploy Oracle E-Business Suite Release
12.2, or contemplating significant changes to a configuration. After describing the
Oracle E-Business Suite architecture and technology stack, it focuses on strategic topics,
giving a broad outline of the actions needed to achieve a particular goal, plus the
installation and configuration choices that may be available.
Oracle E-Business Suite CRM System Administrator's Guide

This manual describes how to implement the CRM Technology Foundation (JTT) and
use its System Administrator Console.
Oracle E-Business Suite Developer's Guide

This guide contains the coding standards followed by the Oracle E-Business Suite
development staff. It describes the Oracle Application Object Library components
needed to implement the Oracle E-Business Suite user interface described in the Oracle
E-Business Suite User Interface Standards for Forms-Based Products. It also provides
information to help you build your custom Oracle Forms Developer forms so that they
xiii
integrate with Oracle E-Business Suite. In addition, this guide has information for
customizations in features such as concurrent programs, flexfields, messages, and
logging.
Oracle E-Business Suite Installation Guide: Using Rapid Install

This book is intended for use by anyone who is responsible for installing or upgrading
Oracle E-Business Suite. It provides instructions for running Rapid Install either to carry
out a fresh installation of Oracle E-Business Suite Release 12.2, or as part of an upgrade
to Release 12.2.
Oracle E-Business Suite Maintenance Guide

This guide contains information about the strategies, tasks, and troubleshooting
activities that can be used to help ensure an Oracle E-Business Suite system keeps
running smoothly, together with a comprehensive description of the relevant tools and
utilities. It also describes how to patch a system, with recommendations for optimizing
typical patching operations and reducing downtime.
Oracle E-Business Suite Security Guide

This guide contains information on a comprehensive range of security-related topics,
including access control, user management, function security, data security, and
auditing. It also describes how Oracle E-Business Suite can be integrated into a single
sign-on environment.
Oracle E-Business Suite Setup Guide

This guide contains information on system configuration tasks that are carried out
either after installation or whenever there is a significant change to the system. The
activities described include defining concurrent programs and managers, enabling
Oracle Applications Manager features, and setting up printers and online help.
Oracle E-Business Suite User Interface Standards for Forms-Based Products

This guide contains the user interface (UI) standards followed by the Oracle E-Business
Suite development staff. It describes the UI for the Oracle E-Business Suite products and
tells you how to apply this UI to the design of an application built by using Oracle
Forms.
Other Implementation Documentation
Oracle Approvals Management Implementation Guide

This guide describes transaction attributes, conditions, actions, and approver groups
that you can use to define approval rules for your business. These rules govern the
process for approving transactions in an integrated Oracle application. You can define
xiv
approvals by job, supervisor hierarchy, positions, or by lists of individuals created
either at the time you set up the approval rule or generated dynamically when the rule
is invoked. You can learn how to link different approval methods together and how to
run approval processes in parallel to shorten transaction approval process time.
Oracle Diagnostics Framework User's Guide

This guide contains information on implementing, administering, and developing
diagnostics tests for Oracle E-Business Suite using the Oracle Diagnostics Framework.
Oracle E-Business Suite Flexfields Guide

This guide provides flexfields planning, setup and reference information for the Oracle
E-Business Suite implementation team, as well as for users responsible for the ongoing
maintenance of Oracle E-Business Suite product data. This guide also provides
information on creating custom reports on flexfields data.
Oracle E-Business Suite Integrated SOA Gateway Implementation Guide

This guide explains the details of how integration repository administrators can manage
and administer the entire service enablement process based on the service-oriented
architecture (SOA) for both native packaged public integration interfaces and composite
services - BPEL type. It also describes how to invoke Web services from Oracle
E-Business Suite by working with Oracle Workflow Business Event System, manage
Web service security, and monitor SOAP messages.
Oracle E-Business Suite Integrated SOA Gateway User's Guide

This guide describes how users can browse and view the integration interface
definitions and services that reside in Oracle Integration Repository.
Oracle E-Business Suite Multiple Organizations Implementation Guide

This guide describes how to set up multiple organizations and the relationships among
them in a single installation of an Oracle E-Business Suite product such that transactions
flow smoothly through and among organizations that can be ledgers, business groups,
legal entities, operating units, or inventory organizations. You can use this guide to
assign operating units to a security profile and assign this profile to responsibilities such
that a user can access data for multiple operating units from a single responsibility. In
addition, this guide describes how to set up reporting to generate reports at different
levels and for different contexts. Reporting levels can be ledger or operating unit while
reporting context is a named entity in the selected reporting level.
Oracle e-Commerce Gateway Implementation Guide

This guide describes implementation details, highlighting additional setup steps needed
for trading partners, code conversion, and Oracle E-Business Suite. It also provides
architecture guidelines for transaction interface files, troubleshooting information, and a
xv
description of how to customize EDI transactions.
Oracle e-Commerce Gateway User's Guide

This guide describes the functionality of Oracle e-Commerce Gateway and the
necessary setup steps in order for Oracle E-Business Suite to conduct business with
trading partners through Electronic Data Interchange (EDI). It also describes how to run
extract programs for outbound transactions, import programs for inbound transactions,
and the relevant reports.
Oracle iSetup User's Guide

This guide describes how to use Oracle iSetup to migrate data between different
instances of the Oracle E-Business Suite and generate reports. It also includes
configuration information, instance mapping, and seeded templates used for data
migration.
Oracle Product Hub Implementation Guide

This guide explains how to set up hierarchies of items using catalogs and catalog
categories and then to create user-defined attributes to capture all of the detailed
information (such as cost information) about an object (such as an item or change
order). It also explains how to set up optional features used in specific business cases;
choose which features meet your business' needs. Finally, the guide explains the set up
steps required to link to third party and legacy applications, then synchronize and
enrich the data in a master product information repository.
Oracle Product Hub User's Guide

This guide explains how to centrally manage item information across an enterprise,
focusing on product data consolidation and quality. The item information managed
includes item attributes, categorization, organizations, suppliers, multilevel
structures/bills of material, packaging, changes, attachments, and reporting.
Oracle Web Applications Desktop Integrator Implementation and Administration Guide

Oracle Web Applications Desktop Integrator brings Oracle E-Business Suite
functionality to a spreadsheet, where familiar data entry and modeling techniques can
be used to complete Oracle E-Business Suite tasks. You can create formatted
spreadsheets on your desktop that allow you to download, view, edit, and create Oracle
E-Business Suite data, which you can then upload. This guide describes how to
implement Oracle Web Applications Desktop Integrator and how to define mappings,
layouts, style sheets, and other setup options.
Oracle Workflow Administrator's Guide

This guide explains how to complete the setup steps necessary for any Oracle
E-Business Suite product that includes workflow-enabled processes. It also describes
xvi
how to manage workflow processes and business events using Oracle Applications
Manager, how to monitor the progress of runtime workflow processes, and how to
administer notifications sent to workflow users.
Oracle Workflow Developer's Guide

This guide explains how to define new workflow business processes and customize
existing workflow processes embedded in Oracle E-Business Suite. It also describes how
to define and customize business events and event subscriptions.
Oracle Workflow User's Guide

This guide describes how Oracle E-Business Suite users can view and respond to
workflow notifications and monitor the progress of their workflow processes.
Oracle XML Gateway User's Guide

This guide describes Oracle XML Gateway functionality and each component of the
Oracle XML Gateway architecture, including Message Designer, Oracle XML Gateway
Setup, Execution Engine, Message Queues, and Oracle Transport Agent. It also explains
how to use Collaboration History that records all business transactions and messages
exchanged with trading partners.
The integrations with Oracle Workflow Business Event System, and the
Business-to-Business transactions are also addressed in this guide.
Oracle XML Publisher Administration and Developer's Guide

Oracle XML Publisher is a template-based reporting solution that merges XML data
with templates in RTF or PDF format to produce outputs to meet a variety of business
needs. Outputs include: PDF, HTML, Excel, RTF, and eText (for EDI and EFT
transactions). Oracle XML Publisher can be used to generate reports based on existing
Oracle E-Business Suite report data, or you can use Oracle XML Publisher's data
extraction engine to build your own queries. Oracle XML Publisher also provides a
robust set of APIs to manage delivery of your reports via e-mail, fax, secure FTP,
printer, WebDav, and more. This guide describes how to set up and administer Oracle
XML Publisher as well as how to use the Application Programming Interface to build
custom solutions. This guide is available through the Oracle E-Business Suite online
help.
Oracle XML Publisher Report Designer's Guide

Oracle XML Publisher is a template-based reporting solution that merges XML data
with templates in RTF or PDF format to produce a variety of outputs to meet a variety
of business needs. Using Microsoft Word or Adobe Acrobat as the design tool, you can
create pixel-perfect reports from the Oracle E-Business Suite. Use this guide to design
your report layouts. This guide is available through the Oracle E-Business Suite online
help.
xvii
Training and Support
Training
Oracle offers a complete set of training courses to help you master your product and
reach full productivity quickly. These courses are organized into functional learning
paths, so you take only those courses appropriate to your job or area of responsibility.
You have a choice of educational environments. You can attend courses offered by
Oracle University at any of our many Education Centers, you can arrange for our
trainers to teach at your facility, or you can use Oracle Learning Network (OLN), Oracle
University's online education utility. In addition, Oracle training professionals can tailor
standard courses or develop custom courses to meet your needs. For example, you may
want to use your organization structure, terminology, and data as examples in a
customized training session delivered at your own facility.
Support
From on-site support to central support, our team of experienced professionals provides
the help and information you need to keep your product working for you. This team
includes your Technical Representative, Account Manager, and Oracle's large staff of
consultants and support specialists with expertise in your business area, managing an
Oracle server, and your hardware and software environment.
Do Not Use Database Tools to Modify Oracle E-Business Suite Data

Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data
Browser, database triggers, or any other tool to modify Oracle E-Business Suite data
unless otherwise instructed.
Oracle provides powerful tools you can use to create, store, change, retrieve, and
maintain information in an Oracle database. But if you use Oracle tools such as
SQL*Plus to modify Oracle E-Business Suite data, you risk destroying the integrity of
your data and you lose the ability to audit changes to your data.
Because Oracle E-Business Suite tables are interrelated, any change you make using an
Oracle E-Business Suite form can update many tables at once. But when you modify
Oracle E-Business Suite data using anything other than Oracle E-Business Suite, you
may change a row in one table without making corresponding changes in related tables.
If your tables get out of synchronization with each other, you risk retrieving erroneous
information and you risk unpredictable results throughout Oracle E-Business Suite.
When you use Oracle E-Business Suite to modify your data, Oracle E-Business Suite
automatically checks that your changes are valid. Oracle E-Business Suite also keeps
track of who changes information. If you enter information into database tables using
database tools, you may store invalid information. You also lose the ability to track who
has changed your information because SQL*Plus and other database tools do not keep a
xviii
record of changes.
xix
1
Introduction
This chapter covers the following topics:

• Overview of Oracle One-to-One Fulfillment
• Concepts
Overview of Oracle One-to-One Fulfillment

Oracle One-to-One Fulfillment provides Oracle E-Business Suite applications with a
centralized mechanism for managing fulfillment. Fulfillment is the process of compiling
and distributing information to customers.
Oracle One-to-One Fulfillment consists of a set of API calls, a server, and an
administration user interface called the Administration Console. The Oracle One-to-One
Fulfillment API is used by the E-Business Suite applications to initiate a request for
fulfillment processing. The fulfillment request identifies the agent or server, the content,
and the channel. The Oracle One-to-One Fulfillment server processes the request. It
compiles the personalized content and determines the recipients of email, fax, print and
physical collateral.
Each business application has a unique interface for making a fulfillment request on
behalf of one or more parties. Examples of outbound correspondence in E-Business
Suite include:
• Notification letters
• Dunning letters
• Lease terms
• Product information
• Survey email invitations
• Sales and marketing collateral
Introduction 1-1
Basic Terminology
The following terms explain some basic concepts of Oracle One-to-One Fulfillment.
• Cover letter or master document: A document, sent by Oracle One-to-One
Fulfillment, which typically includes merge fields that are populated by an
associated SQL query.
• Template: A high-level definition of one or more Oracle One-to-One Fulfillment

master documents, associated queries, and any related collateral.
• Merge field: Data elements in an Oracle One-to-One Fulfillment cover letter or

master document that are surrounded by merge field delimiters. When a fulfillment
request runs, any associated query retrieves the merge data from the table columns
or views that are specified in the query. For each merge field that is used in a cover
letter or master document, there must be one corresponding column name or alias
in the select statement of the query to retrieve the appropriate data.
• For Oracle Survey: Invitation or reminder master documents contain at least one
merge field to retrieve the survey URL that the recipient must access to participate
in the survey. Other merge fields that are often part of invitation and reminder
master documents are contact information (title, first name and last name) for each
list member, and deployment end date.
• Query: A database query for information that is made in structured query language
(SQL). Each Oracle One-to-One Fulfillment cover letter or master document may
have an associated query. The information that the query gets is put into
placeholders called merge fields resulting in the merged document. A query must
have a column name or alias for each data element included as a merge field in the
cover letter or master document. The query may also contain valid column names
or aliases for additional data elements, whether or not the data elements are used in
the cover letter or master document. For example, you can construct a single query
that requests all information used to populate a survey invitation master document
and a survey reminder master document, even if both documents have different
merge fields. A single query can be associated with any number of cover letters or
master documents. The data from a successfully executed query merges with the
document.
Templates, Master Documents and Collateral

A template is a grouping of Master Documents and Collateral. (This concept of
templates exists only in Oracle One-to-One Fulfillment, not in Marketing Encyclopedia
System.) Master Documents are dynamic or static documents. Dynamic content in
master documents is defined by merge fields enclosed within special characters. Merge
fields are tokens that are replaced by data when fulfillment requests are processed.
Email and fax master documents can be HTML files or Zip files containing an HTML
1-2 Oracle One-to-One Fulfillment Implementation Guide

file plus an image file. Print master documents can be RTF or PDF files.
For RTF documents, merge fields can be entered using the Microsoft Form Field feature.
In the form Field Help Text box, the merge field name should correspond to the name
or alias used in the SQL query (in uppercase), and should be enclosed within the
following text "<?" and "?>", for example <?CURRENT_DATE?>.
For PDF documents, merge fields can be entered using the Form Tool feature. In the
Field Properties box, the merge field Name should correspond to the name or alias used
in the SQL query.
Oracle One-to-One Fulfillment Master Documents can optionally have a query
associated with them. Some E-Business Suite applications, TeleService for example,
require an associated query.
Collateral (known as Deliverable in Oracle Marketing Online) is a static fulfillment
document that does not contain merged data. Collateral are loaded by the Marketing
Online Deliverables tab, and may be of any file format, for example, doc, xls, pdf, and
so on.
Cover Letters
The cover letter (also known as content item) authoring screen allows the user to create
and edit a cover letter based on the content type setup. A cover letter is the primary
document that is sent to a customer by email, fax, or print and mail. The user can
specify a cover letter name, description, and the folder where the cover letter is stored.
The following attributes are also available for cover letters:
• Body/Details - The user can enter an HTML body for the cover letter. If the content
type has a query associated with it, the user is given a choice to embed the tags or
merge fields into the HTML body. The user also has the option to specify a text part
of the email. The text part will be read by non-html compliant email clients. Fax
requests will only use the HTML part of the content.
• Attachments – The user can search for file attachments from the repository, or
upload an attachment from the desktop. By default the attachment is saved to the
same location as the cover letter. The user has the option to specify another folder
location in which user has the permission to create content.
• Renditions – The Oracle One-to-One Fulfillment print solution supports printing of

PDF or RTF documents. These PDF or RTF documents may contain merge fields.
The user can select PDF or RTF file from the desktop and upload it as the cover
letter content.
E-Business Suite Use of Templates, Master Documents and Collateral

Master Documents only:
• TeleService (seeded master document & query used)
Introduction 1-3
• Lease Management
Collateral only:
• Scripting building block that calls Oracle One-to-One Fulfillment
Master Documents and Collateral

• TeleSales
Templates, Master Documents and Collateral:

• Survey
• Collections
Cover Letters
• Oracle Marketing Online
• Student Systems
Process Flow
The following diagram illustrates the process flow of fulfillment requests made with
Oracle One-to-One Fulfillment.

• The calling applications provide screens or concurrent processes that enable the
selection of one or more customers and documents or collateral.
• The calling application calls the Oracle One-to-One Fulfillment APIs, passing in
required data about the particular fulfillment request.
• The Oracle One-to-One Fulfillment APIs process the request and return a request ID
(or any errors) to the application. If successful, the API formats and places the
request on an Advanced Queue to be picked up by the Fulfillment Server.
• The Fulfillment Server monitors the Request Queue for new requests, and pulls the
request from the queue.
• The Fulfillment Server downloads document and collateral from MES or OCM, and
sends the request to Java Mail APIs or Fax and Print enablers, or Business
Intelligence Publisher for merging and then prints from Oracle Pasta.
• Oracle One-to-One Fulfillment writes request details to Fulfillment History. If

flagged to do so by the API, an entry is created in Interaction History is written
against the party_id passed in the request.
Introduction 1-5
Concepts
Topics include:
• Advanced Queuing, page 1-7
• Email Bounceback, page 1-7
• Fulfillment Requests, page 1-7
• Fulfillment Server, page 1-8
• Remote Commands, page 1-9
• Fulfillment Channels, page 1-9
• Agent Groups, page 1-9
• Agent Resources, page 1-9
• Email Tracking, page 1-9
• Templates, page 1-10
• MES Master Documents, page 1-10
• Queries, page 6-35
• Data Source, page 1-14
• Collateral, page 1-14
• Fulfillment Request History, page 1-14
• Fulfillment Request Status, page 1-15
• Physical Collateral, page 1-15
• Unsubscribe Option, page 1-15
• Resubmit, page 1-16
• Pause and Resume Request Processing, page 1-16
• Deletion of Sent Fulfillment Requests, page 1-17
• Master Document Editor, page 1-17

• High Quality Printing, page 1-17
Advanced Queuing
Advanced Queuing is the message queuing functionality of the Oracle database.
Advanced Queuing enables asynchronous communication between applications that
use queues. A queue is a repository for messages. Queues are stored in queue tables.
Each queue table is a database table and contains one or more queues.
Advanced Queuing supports native XML messages and also allows Advanced Queuing
operations to be defined in the XML-based Internet-Data-Access-Presentation (IDAP)
format. IDAP, an extensible message invocation protocol, is built on Internet standards,
using HTTP and email protocols as the transport mechanism, and XML as the language
for data presentation.
Business applications submit the fulfillment data in accordance with the Oracle
One-to-One Fulfillment API procedures, which format the fulfillment request as an
XML message. The API places fulfillment requests in a queue (enqueuing) and the
Fulfillment Server retrieves fulfillment requests from a queue (dequeuing).
For more information about Advanced Queuing, see Oracle 10g Application Developer's
Guide - Advanced Queuing.
Email Bounceback
Oracle One-to-One Fulfillment supports email bounceback processing, the process of
returning email to the sending server.
For more details, see Setting Up Bounceback, page 6-7.
Fulfillment Requests
A fulfillment request is the data object that is submitted for fulfillment processing. The
E-Business Suite application uses the Oracle One-to-One Fulfillment application
programming interface (API) to specify the components of the content (for example, a
master document from Oracle Marketing Encyclopedia System), the output channel
(email, fax, or print), and the user of Fulfillment Server. The resulting data object is
placed in the fulfillment request queue. The fulfillment request queue is provided by
Advanced Queuing.
Each E-Business Suite application has a unique interface for making a fulfillment
request on behalf of one or more parties. For information about how to initiate a
fulfillment request, see the user guide or online help for the business application.
Content
The following table briefly describes the different type of content. For a more detailed
description, see the relevant section.
Introduction 1-7
Content Type Location Description Set Up in Oracle
One-to-One
Fulfillment?
Master Document Oracle Marketing A static or dynamic Yes

Encyclopedia System HTML, Zip, RTF or
PDF document.
Query Oracle One-to-One A SQL statement that Yes

Fulfillment provides data for a
dynamic master
document
Collateral Oracle Marketing A static document of No

any type
Template Oracle One-to-One A grouping of master Yes

Fulfillment documents and
collateral documents.
Cover Letter Oracle Content A static or dynamic Yes

Manager HTML, Zip, RTF or
PDF document.
Query Oracle Content A SQL statement that Yes

Manager provides data for a
dynamic cover letter.
Fulfillment Server
Fulfillment Server is a multi-threaded Java server that processes fulfillment requests by
de-queuing the request from an Advanced Queue. Business applications use Fulfillment
APIs to place fulfillment requests in the queue.
You can specify the time during which the server polls the fulfillment request queues in
the database. It does not physically start or stop the server. If the server is running, the
server will continue to process retrieved fulfillment requests even when it is not polling
the database.
When a fulfillment request is processed, it creates a report in the Fulfillment history and
an interaction record in Oracle Customer Interaction History. You can select which
outcome reason and result you want to associate with a successful or failed fulfillment
request.

Remote Commands
The remote command script lets users interact with the Fulfillment Server without the
need to maintain the original command prompt that was used to start the server. To
issue a command, type the name of the remote command script and the command.
The Fulfillment Server is configured in the startup script to monitor a port for remote
commands. The port is specified in both the startup script for the server and the remote
command script. The remote command script runs on the same computer as the
Fulfillment Server or on a computer that is on the same network as the Fulfillment
Server.
When a command is sent through the remote command script, the computer that issued
the command terminates activity after it receives a response to the command. To
prevent unnecessary workload for the Fulfillment Server, the computer that issues the
remote command retains a connection to the Fulfillment Server only for the duration of
the remote command.
Fulfillment Channels
The Fulfillment Server compiles the content and sends the content to an output device.
Output include email, fax and print.
For email fulfillment requests, Oracle One-to-One Fulfillment supports any email server
that uses SMTP (Simple Mail Transfer Protocol) to transmit email messages. For fax
fulfillment requests, Oracle One-to-One Fulfillment supports Captaris RightFax and
Oracle Pasta printing.
One or more email servers can be associated with a Fulfillment Server.
Agent Groups
An agent is an employee who uses Oracle software. For agent using an E-Business Suite
application to initiate a Fulfillment request, create groups of Fulfillment agents in the
Oracle One-to-One Fulfillment Administration Console, and then assign them to a
group.
Agent Resources
An employee must be set up as a resource using Oracle CRM Resource Manager. Each
employee is assigned a resource ID to work with CRM applications. A valid resource ID
is required to successfully record interactions in Customer Interaction History.
Email Tracking
Oracle One-to-One Fulfillment tracks the outcomes of email sent by a single request or a
mass request. The Status page for the batch request shows the following statistics:
Introduction 1-9
• Sent
• Opened
• Unopened
• Not Sent
• Malformed
• Do not contact
• Other failures
• Bounced
• Unsubscribed
• Resubmitted Malformed
The Fulfillment Server dispatches the email requests to all the recipients of the email. If
the Track Email feature is enabled, an invisible reference to an image on a Web server is
appended to the email. When a recipient opens the email, the hidden image is
downloaded.. However, the hidden image tag references a Java Server Page (JSP),
which is responsible for updating the required tables with information that specifies
which recipient had read the email. The JSP that handles the hidden image needs to be
accessible outside the firewall.
The information that is required to decide which recipient has opened the email is
present as a part of the query string in the URL. The JSP parses all the parameters from
the query string and updates the database based on the request query string of the
request URL. Also, the JSP is responsible for returning a substitute image instead of the
one that is requested originally. The substitute image is a transparent image.
Templates
A template is a grouping of material that is useful but not required for distributing
master documents and collateral. Collateral is static content.
An template is a package of content that is compiled by the Fulfillment Server. The
fulfillment request identifies the template being used to compile the content.
MES Master Documents

A master document is a message sent from Oracle One-to-One Fulfillment. It is an
HTML file or Zip file that contains the main content in a fulfillment item.
Examples of master documents include:

• Cover letters
• Service request notifications
• Past due notices
• Lease contracts
• Sales offers
A master document can be static or dynamic. A static master document does not have
merge fields, so that each recipient gets the same content. A dynamic master document
uses merge fields populated by an associated SQL query to combine information from
the database (such as the name of the recipient or account information) into the content,
so that each recipient gets personalized content. See Queries, page 1-12 for information
about queries.
The way in which the E-Business Suite application uses a master document determines
whether the master document is used as a standalone or as a part of a template. See
Templates, page 1-10 for information about templates.
A master document can be created in an HTML editor or word processing application,
but it must be saved as an HTML file. It can be uploaded as an HTML file or in a ZIP
file.
When editing HTML files in a word processor, remove from the HTML code any
propriety information that was inserted by the word processor, otherwise the server
will not process the document. For example, saving a Microsoft Word document as
HTML inserts Microsoft proprietary information in the <HTML> header tag, that is, a
line in the header stating,
<META NAME ="Generator" CONTENT="Microsoft Word 97>
To remove such propriety information, use a generic text editor such as Microsoft
Notepad or WordPad.
Oracle Content Manager Profile Options

Oracle Content Manager has two profile options relevant to Oracle One-to-One
Fulfillment, data security and the New Content Items folder.
Data Security
The data security profile option enables and disables security in Oracle Content
Manager. By default this option is disabled. To enable folder permissions, do the
following:
• Set the security profile to Y.
• Set the necessary folder permissions for users of Oracle One-to-One Fulfillment.
Introduction 1-11
New Content Items Folder
Oracle Content Manager stores new content items in a folder that you need to specify. If
these profile options are not set, Content Items cannot be submitted properly.
The following table describes the data security profile options.
Oracle Content Manager Data Security Profiles
Profile Name Category Default Comments

Value
IBC: Use Access Content N Data security is disabled. Any user can
Control Security create, update or delete a content item.
All content items created are approved
immediately.
If set to Y, data security is enabled. A

check is made to see if the user has
appropriate permissions to perform the
actions.
IBC: Default Content COMMON Specifies the folder where new content
Home Folder Interaction items will be created.
Note: When data security is enabled, the

user must have the required permission
on this folder to create, update and delete
items in this folder.
Permissions can be granted from the

Oracle Content Manager Foldering tab.
Related Topics
Oracle Content Manager User Guide
Queries
A query is a SQL statement that extracts data from a database. A query determines:
• Which records meet the defined criteria.
• Which fields of those records the query will return.
The returned data is merged with a master document to create a customized email, fax,
or printed mail for each recipient.
A single query can be associated with more than one master document if the merge

field names used in the document match the database column names or aliases.
Use the following syntax when creating a SQL query.
SELECT <column name> <alias>,
<column name> <alias>,
<column name> <alias>,
<column name> <alias>

FROM <table name>
WHERE <column name> = :<bind variable>
When creating a query, note the following conditions:

• Aliases are optional.
• SQL statements typically end with a semicolon (;). However, in this case, the query
engine appends the semicolon. Do NOT append a semicolon to the end of this
query.
• Column name aliases follow the column names and appear before the comma or the
next keyword. Use aliases as substitutes in master documents for the actual column
names. Aliases are not required, but can be helpful.
• The table from which the columns are selected follows the FROM keyword.
• The bind variable specifies which row is pulled from the table to give the actual
data for each merged document. A colon in front of a bind variable makes it a
global variable. This enables the query to recognize it after the value is passed from
the user interface. For example:
SELECT person_last_name last_name,
party_id customer_number,
creation_date,
phone_number
FROM jtf_contact_points_v
WHERE person_first_name = :fname;
Merge fields should match exactly with the Master Document.
Introduction 1-13
Data Source
Creating a data source file is an optional method of saving queried data to be used in a
master document. A data source file is a text file that contains tab-separated merge
fields that have been obtained by a query. Use the data source file to obtain the columns
available from the query so that they can be used as merged fields. This can be helpful
when creating master documents. The master document must be an HTML file.
If you enter the previous sample query as the query string, then the data source utility
pulls the aliases rather than the column names when it creates the data source file.
The data source utility opens a window that shows the following column headers in a
plain background window.
last_name customer_number creation_date phone_number
Collateral
Collateral items, called deliverables in Oracle Marketing Online, are uploaded using the
administrative console for Oracle Marketing Online. You cannot upload or view Oracle
Marketing Online deliverables from the Oracle One-to-One Fulfillment administrative
console.
Collateral items are sent as attachments to email output. Oracle Marketing needs to
upload collateral items. Collateral may be included in fulfillment requests that are
created using Oracle Scripting and Oracle TeleSales.
Fulfillment Request History

The Status tab > History sub tab displays requests that a Fulfillment Server is currently
processing or has processed, successfully or unsuccessfully. You can view the details of
a fulfillment request, re-submit a fulfillment request, and delete a history entry from the
history list.
To view requests by outcome, select an outcome level from the View list. The listed
outcomes are defined as follows:
• All: All Fulfillment requests are displayed in descending order of Request ID.
• Cancelled: Fulfillment Requests that have been canceled by the administrator or by

the calling application.
• Failed: Fulfillment Requests that were not processed successfully. If the request
contains more than one job, all jobs within the request failed.
• Partially Successful: Fulfillment Requests that contain one or more jobs that could
not be processed successfully, and at least one job that was successfully processed.
For example, if a customer is listed as "do not contact" for the particular media

channel, then a failure is logged for that job and the outcome of the request becomes
"partially successful."
• Stalled: Fulfillment Requests that have stalled while being processed by the
Fulfillment Server. A request can stall due to many reasons, but if it is stalled
because of a database connectivity issue, the server will continue to periodically try
to reconnect and, if successful, it will continue to process the request. Most stalled
requests are caused by the fulfillment server stopping abnormally, in this case
restart the server to continue processing the request.
• Successful: Fulfillment Requests that were processed successfully.
Fulfillment Request Status

The Status sub tab provides access to the status of fulfillment requests that have been
placed in the request queue, but have not yet been retrieved by the Fulfillment Server.
You can view the status of a fulfillment request, cancel a fulfillment request, resubmit
the request, and delete a status entry from the status list.
Each status is defined as follows:
• Submitted: Fulfillment Requests that have been submitted to the Fulfillment Server
for processing
• Re-submitted: Fulfillment Requests that have been re-submitted for processing
• In Progress: Fulfillment Requests that are currently being processed
• Paused: Fulfillment requests that have been partially processed and then paused
• Resumed: Fulfillment requests that were paused and subsequently resumed
• Emails Sent, Writing Log: This status indicates that the server has completed
sending emails for all the request lines. A separate Java thread will now process the
lines for logging Interaction History.
This flow uses bulk loading of Interaction History data. The concurrent program
"Interaction History Bulk Processor" needs to be run to create Interaction History
data for the request lines.
Physical Collateral
APIs enable E-Business Suite applications to pass physical collateral requests. In turn,
One-to-One Fulfillment integrates with Order Management to execute these requests.
Unsubscribe Option
One-to-One Fulfillment has an unsubscribe feature for email fulfillment requests. The
Introduction 1-15
email contains an embedded URL link to a Web page so that when users accesses the
Web page, a validity check is performed and users have the option to unsubscribe.
The Unsubscribe option in the Fulfillment Server configuration causes the Fulfillment
Server to insert a hypertext link into the content of email that will allow email recipients
to modify their contact preferences.
For email requests, the outgoing email contains an embedded URL to a Web page. The
URL leads to the Oracle Marketing Online Contact Preferences page, where the
recipient can set contact channels. The format of the unsubscribe link is:
http://<host>:<port>/OA_HTML/<name of the
jsp>?PAGE.OBJ.requestId=&PAGE.OBJ.objId=
The request_id is the numerical identifier for the fulfillment request. If the recipient
elects to unsubscribe from email contact or all contact, then Oracle Marketing Online
uses the request identifier to update Oracle One-to-One Fulfillment History with this
information.
The party_id is the numerical identifier of the email recipient. The party_id is used
when the amsContactPreferencesMain.jsp page is called to confirm that the party is
valid, and that the appropriate Contact Preferences table within TCA can be modified
when the customer unsubscribes. The party identifier is encrypted so that it is not
visible to the email recipient. Oracle Marketing Online uses the encryption key in the
JTO: Security: Merge Field Encryption Key profile option to decrypt the party identifier
and enable access to the party's contact preference settings.
When the recipient accesses the Web page, the recipient can unsubscribe from email.
This action is recorded in Oracle Customer Interaction History and, if email tracking is
enabled, is reflected in the email statistics for the mass email fulfillment request.
To enable or disable the unsubscribe link, use the Unsubscribe box on the Email Server
page for the Fulfillment Server. This option affects the email fulfillment requests that
are processed by all email servers assigned to the Fulfillment Server. It cannot be set for
an individual email server.
Resubmit
The One-to-One Fulfillment Administration Console has a Resubmit option in the
Status tab > History sub tab. This options enables a request to be resubmitted by using
the original data.
The One-to-One Fulfillment Administration Console provides a Resubmit option for
jobs in the Jobs Details page. This options enables a job (that was sent to a single
customer) to be resubmitted using the original data. The user is able to select an
alternative delivery channel and contact address for the recipient.
Pause and Resume Request Processing

One-to-One Fulfillment has a pause and continue function that administrators can use

to pause an in-progress batch request, and later resume processing the request. This
function is available in the Request Status page.
Deletion of Sent Fulfillment Requests

A Delete option is in the Status tab > History sub tab for deleting canceled, completed,
and failed requests.
Master Document Editor

The One-to-One Fulfillment Master Document Editor simplifies the administrators' job
of creating and publishing static and dynamic documents for communicating with
customers.
The Master Document editor provides a fast and simple mechanism for creating master
documents, creating and associating a query and uploading into the Management
Encyclopedia System.
Text can be written in Rich Text Format, which supports multiple fonts, sizes and styles,
and URL links and image insertion.
High Quality Printing

The high quality print Oracle solution enables the uploading of RTF or PDF Form
documents, and offers E-Business Suite Applications the ability to initiate requests to
print RTF or PDF Form documents or cover letters.
An Administrator creates an RTF document using Microsoft Word (or opens an existing
document), uses the Form feature to insert the relevant personalized data (merge fields)
in the appropriate positions in the letter or table, and then saves the document as an
RTF file. When the document has been uploaded into the Content Repository, it is
available for sending. Static PDF or RTF documents, such as attachments, can be printed
in addition to the primary personalized document.
Oracle One-to-One Fulfillment also supports printing documents and collateral by way
of Captaris RightFax.
Oracle Pasta
Oracle Pasta is an Oracle printing solution that uses an executable called FNDPSTAX.
The FNDPSTAX tool submits print requests to the operating system printing functions:
• lp on UNIX and Linux
• print on Windows
To use the High-Quality Printing feature, you must first be able to print from the
Fulfillment Server host machine using either lp or print, depending on your operating
system. It is the responsibility of the local system administrator to configure the
Introduction 1-17
operating system and network for printing.
XPDF pdftops
XPDF is an open source viewer for PDF files. It includes a PDF-to-Post Script
conversion tool called pdftops. Pasta uses PDF to PS to convert the resulting PDF files
into PS before spooling them to the printer. Download XPDF from
http://www.foolabs.com/xpdf/.
Business Intelligence Publisher
Business Intelligence Publisher is an Oracle toolset that provides utilities to transform
RTF and PDF documents into a format called XSL-FO (or eXtensible Stylesheet
Language-Formatting Objects). The XSL-FO format is used as a base format that can be
transformed back into RTF or PDF (and in later Business Intelligence Publisher
versions) HTML. XSL-FO is not intended for end users like marketers, survey creators,
or other Fulfillment users who are responsible for creating Fulfillment Content. It is
mentioned here for information purposes only. Business Intelligence Publisher 4.3
contains the necessary RTF conversion utilities.
RTF and PDF
Due to the reliance on the Business Intelligence Publisher utilities, only Fulfillment
requests that contain strictly RTF or PDF documents can be printed through the
High-Quality Print solution. Requests that contain any other file types can only be
printed by the existing RightFax printing solution.

2
Dependencies and Integration Points

• System Requirements
• Mandatory Dependencies
• Conditional Dependencies
• Related Documentation
• Installing Oracle One-to-One Fulfillment
• Accessing Oracle One-to-One Fulfillment
System Requirements
This section describes the system requirements for Oracle One-to-One Fulfillment.
Topics include:
• Output Servers, page 2-1
Fulfillment Server
The Fulfillment Server processes the fulfillment requests that have been submitted by
the business applications. All of the files required to use the Fulfillment Server are
installed when Oracle Applications is installed. You can run the Fulfillment Server on
the applications server. You can also run the Fulfillment Server from a separate
computer that has access, by a network, to the Oracle Applications environment and
database.
Output Servers
The Fulfillment Server sends fulfillment content to an output device. Output devices
Dependencies and Integration Points 2-1

include email, fax, and print servers. In addition to the standard technology that is
installed with Oracle Applications, the following technology is required to successfully
implement Oracle One-to-One Fulfillment:
• For email output, any outgoing email server that complies with SMTP (Simple Mail
Transfer Protocol), for example, UNIX Sendmail
• For fax or print output, Captaris RightFax Enterprise Server
See Integration Tasks, page 4-xi for information about integrating Captaris RightFax
Enterprise Server with Oracle One-to-One Fulfillment.
Mandatory Dependencies
Mandatory dependencies are required for Oracle One-to-One Fulfillment to function.
Oracle One-to-One Fulfillment relies on several products for data and functionality. The
following products must be installed and implemented before you begin the
implementation of Oracle One-to-One Fulfillment:
• Oracle Human Resource Management System, page 2-2
• Oracle Common Application Components, page 2-3
• Oracle Customer Interaction History, page 2-3
• Oracle Marketing Encyclopedia System, page 2-3

Required for use with Oracle Collections, Oracle Lease Management, Oracle
TeleSales, Oracle TeleService, Oracle Scripting, and Oracle Student System.
• Oracle Content Manager, page 2-4

Required for use with Oracle Marketing.
• Oracle Marketing, page 2-4

Required for use with Oracle Marketing, Oracle Scripting, and Oracle TeleSales.
• Business Applications, page 2-4
Oracle Human Resource Management System

Oracle Human Resource Management System is used to create the employees (agents)
that will use the business application to submit a fulfillment request. Fulfillment agent
groups are created in the Oracle One-to-One Fulfillment administrative console and
assigned to a Fulfillment Server.
For information about Oracle Human Resource Management System, see Implementing
Oracle HRMS and Using Oracle HRMS - The Fundamentals.

Oracle Common Application Components
Certain business applications require that employees also be resources. The Resource
Manager module in Oracle Common Application Components is used to import
employees from Oracle Human Resource Management System as resources. Fulfillment
agent groups are created in the Oracle One-to-One Fulfillment administrative console
and assigned to a Fulfillment Server.
For information about Oracle Common Application Components, see Oracle Common
Application Components Implementation Guide and Oracle Common Application Components
User Guide.
Oracle Customer Interaction History

Oracle Customer Interaction History enables the creation of history records for
fulfillment requests. You can use the Oracle One-to-One Fulfillment administrative
console to set the interaction history outcomes and results for fulfillment requests that
have been processed by the Fulfillment Server.
For information about Oracle Interaction History, see Oracle Interaction History
Implementation Guide.
Oracle Marketing Encyclopedia System

Oracle Marketing Encyclopedia System stores master documents and queries that are
used to specify fulfillment content. The master documents and queries stored in Oracle
Marketing Encyclopedia System are used by the following business applications:
• Oracle Collections
• Oracle Lease Management
• Oracle TeleSales
• Oracle TeleService
• Oracle Scripting
• Oracle Student System
The Oracle One-to-One Fulfillment administrative console provides an interface for

• Creating master documents using a document editor and uploading those master
documents to Oracle Marketing Encyclopedia System
• Uploading externally created master documents to Oracle Marketing Encyclopedia

System
• Creating queries in Oracle Marketing Encyclopedia System

For information about Oracle Marketing Encyclopedia System, see the chapter Overview
of Oracle Marketing Encyclopedia System in Oracle iSupport Implementation and
Administration Guide.
Oracle Content Manager

Oracle Content Manager stores templates (similar to master documents in Oracle
Marketing Encyclopedia System) and queries that are used to specify fulfillment
content. The templates and queries stored in Oracle Content Manager are used by
Oracle Marketing.
The Oracle One-to-One Fulfillment administrative console provides an interface for
• Creating templates using a document editor and uploading those templates to
• Uploading externally created templates to Oracle Content Manager
• Creating queries in Oracle Content Manager
For information about Oracle Content Manager, see Oracle Content Manager
Implementation and Administration Guide.
Oracle Marketing
Oracle Marketing is used to upload collateral items. Collateral may be included in
fulfillment requests that are created using Oracle Marketing, Oracle Scripting, and
Oracle TeleSales.
For more information, see Oracle Marketing Implementation Guide and Oracle Marketing
User Guide.
Business Applications
Fulfillment requests originate from a business application. The following business
applications integrate with Oracle One-to-One Fulfillment:
• Oracle Collections, page 2-5
• Oracle Lease Management, page 2-5
• Oracle Marketing, page 2-5
• Oracle Scripting, page 2-6
• Oracle Student System, page 2-6
• Oracle TeleSales, page 2-6
• Oracle TeleService, page 2-7

Oracle Collections
Oracle Collections is a debt recovery application. Agents use Oracle Collections to
manage delinquent accounts and collect payments. Agents also use Oracle Collections
to send correspondence, such as a request for payment or an account statement, to a
party.
Oracle Collections uses Oracle One-to-One Fulfillment to process single or mass
requests by email, fax, and print output channels. The content of the correspondence is
stored in Oracle Marketing Encyclopedia System as reusable master documents. The
master documents can be personalized using merge fields and queries.
Oracle Collections generates a fulfillment request when an automatic work item is
generated or an agent chooses to send a master document. Oracle Collections also
records the status of the fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle Collections Implementation Guide and
Oracle Collections User Guide.
Oracle Lease Management

Oracle Lease Management is a asset management application. Agents use Oracle Lease
Management to manage the leases for assets. Agents also use Oracle Lease Management
to send correspondence, such as the terms of a lease, to a party.
Oracle Lease Management uses Oracle One-to-One Fulfillment to process single
requests by email. The content of the correspondence is stored in Oracle Marketing
Encyclopedia System as reusable master documents. The master documents can be
personalized using merge fields and queries.
Oracle Lease Management generates a fulfillment request when an agent chooses to
send a master document. Oracle Lease Management also records the status of the
fulfillment request in Oracle Customer Interaction History.
For information about Oracle Lease Management, see Oracle Lease Management
Implementation Guide and Oracle Lease Management User's Guide.
Oracle Marketing
Oracle Marketing is a campaign management application. Marketing professionals use
Oracle Marketing to define, execute, and monitor marketing campaigns. Marketing
professionals also use Oracle Marketing to send correspondence, such as an offer, to
marketing targets.
Oracle Marketing uses Oracle One-to-One Fulfillment to process single or mass requests
by email. The content of the correspondence is stored in Oracle Content Manager as
reusable template (similar to master documents in Oracle Marketing Encyclopedia
System). The templates can be personalized using merge fields and queries. Collateral
items (also called deliverables) are uploaded using Oracle Marketing.
Oracle Marketing generates a fulfillment request when a user chooses to send a

template. Oracle Marketing also records the status of the fulfillment request in Oracle
Customer Interaction History.
For information about Oracle Marketing, see Oracle Marketing Implementation Guide and
Oracle Marketing User Guide.
Oracle Scripting
Oracle Scripting is a script and survey management application. Survey administrators
use Oracle Scripting to define, execute, and monitor surveys. Survey administrators also
use Oracle Scripting to send correspondence, such as invitations and reminders, to
survey targets.
Oracle Scripting uses Oracle One-to-One Fulfillment to process mass requests by email.
The content of the correspondence is stored in Oracle Marketing Encyclopedia System
as reusable master documents. The master documents can be personalized using merge
fields and queries. Optional collateral items (also called deliverables) are uploaded
using Oracle Marketing.
Oracle Scripting generates a fulfillment request when the survey campaign is deployed.
Oracle Scripting also records the status of the fulfillment request in Oracle Customer
Interaction History.
For information about Oracle Scripting, see Oracle Scripting Implementation Guide and
Oracle Scripting User Guide.
Oracle Student System

Oracle Student System is a student information management application. School
officials use Oracle Student System to manage the entire life cycle of a student from
inquiry through graduation. School officials also use Oracle Student System to send
correspondence, such as a notifications and statements, to a party.
Oracle Student System uses Oracle One-to-One Fulfillment to process single or mass
requests by email, fax, and print output channels. The content of the correspondence is
stored in Oracle Marketing Encyclopedia System as reusable master documents. The
master documents can be personalized by using merge fields and queries.
Oracle Student System uses concurrent processes to generate a fulfillment requests.
Oracle Student System also records the status of the fulfillment request in Oracle
For information about Oracle Collections, see Oracle Student System Implementation Guide
and Oracle Student System User's Guide.
Oracle TeleSales
Oracle TeleSales is a contact management application. Agents use Oracle TeleSales to
manage inbound telesales and outbound telemarketing. Agents also use Oracle
TeleSales to send correspondence, such as cover letters or collateral items, to a party.
Oracle TeleSales uses Oracle One-to-One Fulfillment to process single requests by

email, fax, and print output channels. The content of the correspondence is stored in
Oracle Marketing Encyclopedia System as reusable master documents. The master
documents can be personalized using merge fields and queries. Collateral items (also
called deliverables) are uploaded using Oracle Marketing.
Oracle TeleSales generates a fulfillment request when an agent chooses to send a master
document or an electronic collateral item. Oracle TeleSales also records the status of the
fulfillment request in Oracle Customer Interaction History.
For information about Oracle Collections, see Oracle TeleSales Implementation Guide and
Oracle TeleSales User Guide.
Oracle TeleService
Oracle TeleService is a problem tracking application. Agents use Oracle TeleService to
manage service requests. Agents also use Oracle TeleService to send correspondence,
such as a status, to a party.
Oracle TeleService uses Oracle One-to-One Fulfillment to process single requests by
email. The content of the correspondence is stored in Oracle Marketing Encyclopedia
System as reusable master documents. The master documents can be personalized
using merge fields and queries. Seeded templates are used to join master documents
and collateral item in a single package.
Oracle TeleService generates a fulfillment request when an agent chooses to send a
template. Oracle TeleService also records the status of the fulfillment request in Oracle
For information about Oracle Collections, see Oracle TeleService Implementation Guide
and Oracle TeleService User Guide.
Conditional Dependencies
Conditional dependencies provide desired functionality to Oracle One-to-One
Fulfillment but are not required for Oracle One-to-One Fulfillment to function.
The following conditional dependencies apply to Oracle Interaction Center:
Oracle Marketing
Oracle Marketing can be used to allow parties to set their contact channels. The
Unsubscribe option in the Fulfillment Server configuration causes the Fulfillment Server
to insert a hypertext link into the content of email that will allow email recipients to
modify their contact preferences.
For email requests, the outgoing email contains an embedded URL to a Web page. The
URL leads to the Contact Preferences page in Oracle Marketing Online. The Contact
Preferences page allows the recipient to set contact channels.

Note: Oracle Marketing is required to upload collateral items.
Collateral may be included in fulfillment request that are created using
Oracle Marketing, Oracle Scripting, and Oracle TeleSales.
Related Documentation
The latest product documentation is available on My Oracle Support.
Installing Oracle One-to-One Fulfillment

To install Oracle One-to-One Fulfillment, you must use Oracle E-Business Suite Rapid
Install.
The Rapid Install is intended for customers who are installing Oracle E-Business Suite
for the first time or upgrading it. It contains the family packs or product minipacks for
all products in Oracle applications. The Rapid Install is provided on CD-ROMs and is
available from Oracle Store at http://oraclestore.oracle.com.
For information about installing Oracle Applications using Rapid Install, see Oracle
E-Business Suite Installation Guide: Using Rapid Install.
Accessing Oracle One-to-One Fulfillment

This section includes the following topics:
• User Accounts, page 2-8
• Responsibilities, page 2-9
User Accounts
An application user is an authorized user of Oracle Applications who is uniquely
identified by a user name. After the user account has been defined, the application user
can sign on to Oracle Applications at the CRM Home Page, Personal Home Page, or
Forms login.
Note: Oracle Applications is installed with a system-defined user name

and password.
• User name: sysadmin
• Password: sysadmin
To sign on to Oracle Applications, application users enter a user name and a password.

The password, which is assigned by the system administrator, is temporary. When
application users sign on for the first time, they receive a prompt to change the
password. Access to specific functionality and data are determined by the
responsibilities assigned to the user account.
Responsibilities
A system administrator assigns one or more responsibilities to an application user. A
responsibility is a level of authority that allows a user to access specific functionality
and data in Oracle Applications. Oracle Applications is installed with predefined
responsibilities. A system administrator can modify a predefined responsibility or
create custom responsibilities.
The following table describes the predefined responsibilities that are used to implement
Oracle One-to-One Fulfillment.
Responsibility Function Interface
CRM HTML Administration Assign the JTF_ADMIN_FM role to the user HTML
account.
CRM Resource Manager Create an employee (if Oracle Human Forms

Resource Management System is not
installed).
Import an employee as a resource.
One-to-One Fulfillment Define Fulfillment Servers and output HTML

Administrator servers.
Create a fulfillment agent group.
Associate a fulfillment agent group with a

Fulfillment Server.
Create queries.
Create and/or upload master documents.
Create content types and cover letters

(content items).
View request statuses and history.
Fulfillment Test Harness Verify single request and mass request. HTML
Create fulfillment APIs and Fulfillment
Server setup.

Responsibility Function Interface
System Administrator Create a user for administering Oracle Forms

One-to-One Fulfillment.
Set values for profile options.
HRMS Manager, for example Create an employee (Only if Oracle Human Forms
US HRMS Manager Resource Management System is installed).
In the Forms interface, if an application user has only one responsibility, then the
related menu or application (if there is only one function in the menu) appears after the
user signs on. If an application user has more than one responsibility, then a list of
available responsibilities appears after the user signs on. To switch responsibilities,
choose Switch Responsibility from the File menu.
In the HTML interface, an application user must select a default responsibility (even if
the user has only one responsibility). The next time the application user signs on, the
tabs related to the default responsibility appear. To switch responsibilities, go to
Navigation Preferences in your profile (Profile icon). In the Switch Responsibilities
section, select another responsibility from the Current Responsibility list.

3
Implementation Tasks

• Implementation Task Sequence
• Defining an Administrator
• Creating an Administrator User Account
• Assigning a Role to a User Account
• Defining an Agent
• Creating an Employee
• Creating a User Account for an Agent
• Assigning or Importing a Resource for an Employee
• Configuring Servers
• Creating a Fulfillment Server
• Defining an Email Server
• Defining a Fax Server
• Adding an Available Print Server
• Creating a New Print Server for RightFax Printing
• Implementing a Fulfillment Server
• Creating a Remote Command Script for the Fulfillment Server
Implementation Task Sequence

Implement Oracle One-to-One Fulfillment in the sequence outlined in the following
table. The Number column indicates the step order. The Required column indicates
whether a step is required. The Description column describes a high-level step and,
where applicable, provides a reference to a more detailed topic in this document. The
Responsibility column indicates the Oracle Applications user account responsibility that
Implementation Tasks 3-1

is required to complete the step.
Sequence of Implementation Procedures
Step Required Description Responsibility
1 Required Create an Oracle System Administrator

One-to-One
Fulfillment
administrator.
Use this user account

to perform the
remaining steps.
See: "Defining an
Administrator", page
3-5
2 For Collections, Lease Add email output One-to-One

Management, channels. Fulfillment
Marketing, Scripting, Administrator
Student System,
TeleSales, and
TeleService
3 Required Set up profile System Administrator

options.
See: "Fulfillment
Profile Options", page
C-1
4 Required Create agent users Varies

for the business
application.
See the
implementation
guide of the business
application.

5 Required Create a fulfillment One-to-One

agent group. Fulfillment
Administrator
1. Define an agent
group.
2. Associate the
group with a
Fulfillment
Server.
3. Assign agents.
See: "Managing
Fulfillment
Agent Groups",
page 6-11
6 For Marketing, and Create collateral Oracle Marketing

TeleSales (Optional items and upload Administrator
for Scripting) them using Oracle
Marketing.
See: Oracle Marketing

User Guide
7 For Collections, Lease Create master One-to-One

Management, documents and Fulfillment
Scripting, Student upload them into Administrator
Systems, TeleSales, Oracle Marketing
and TeleService Encyclopedia
System.
See: "Managing
Oracle Marketing
Encyclopedia System
Master Documents",
page 6-22

8 For dynamic content Create a query in One-to-One

in MES master Oracle Marketing Fulfillment
documents Encyclopedia Administrator
System.
See: "Managing
Oracle Marketing
Encyclopedia System
Queries", page 6-28
9 For TeleService, and Create a template. One-to-One

Scripting (Survey Fulfillment
• Associate one or
component) Administrator
more master
documents with
the fulfillment
template
• Associate one or
more collateral
items with the
fulfillment
template
See: "Managing
Oracle Marketing
Encyclopedia
System
Templates", page
6-15
10 For dynamic content Create a query in One-to-One

in OCM templates Oracle Content Fulfillment
Manager. Administrator
11 For RightFax fax and Integrate Captaris Not applicable

print output channels RightFax with Oracle
One-to-One
Fulfillment.
See: "Integrating with

Captaris RightFax",
page 4-1
12 For Marketing Upload content

blocks and images.

13 For Marketing Create a content type.
14 For Marketing Create a cover letter

and select and
upload attachments.
See: "Creating Cover

Letters", page 6-39
15 For Pasta (Oracle) Set up Pasta XPDF.

print output
Related Topics
• "Defining an Administrator", page 3-5
Defining an Administrator
Do the procedures in the following table to create a user account for administering
Oracle One-to-One Fulfillment. The Step column indicates the step order. The Required
column indicates whether a step is required. The Description column describes a
high-level step and, where applicable, provides a reference to a more detailed topic in
this document. The Responsibility column indicates the Oracle Applications user
account responsibility required to complete the step.
Step Required? Description Responsibility
1 Yes Create an Oracle System

Applications user Administration
account and assign
responsibilities.
See: "Creating an
Administrator User
Account", page 3-6

Step Required? Description Responsibility
2 Yes Assign the CRM HTML

JTF_FM_ADMIN Administration
role to the user
account.
See: "Assigning a Role

to a User Account",
page 3-7
Creating an Administrator User Account

Use the following procedure to create a user account for administering Oracle
One-to-One Fulfillment.
Login
Self-Service Login URL
Responsibility
System Administrator
Prerequisites
None
Steps
1. In the Navigator window, on the Functions tab, choose Security >User >Define.
The User window appears.
Use the following guidelines to define Oracle Applications user names:
• Use only one word.
• Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
• Use only the set of characters that your operating system supports for
filenames.
2. In the User Name field, enter the name of the user.

The password is temporary. When a user signs on to Oracle Applications for the
first time, the message "Your password has expired" appears and the user is
prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
• Use at least five characters and no more than 100 characters.
• Use only alphanumeric characters (A through Z, and 0 through 9).
3. In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
4. Enter the password again to verify it.
5. To use this account to submit concurrent programs for Oracle One-to-One

Fulfillment, select an employee from the Person field to associate with this user
account.
6. In the Responsibilities tab, add the following responsibilities:

• One-to-One Fulfillment Administrator
• Fulfillment Test Harness

After you save the user record, it is not possible to delete an assigned
responsibility. Oracle Applications maintain audit data for assigned
responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the
Effective Dates - To field) of the assigned responsibility to the current date. To
activate an assigned responsibility, clear or reset the effective end date.
7. From the File menu, choose Save.

You may close the Users window.
Assigning a Role to a User Account

The JTF_FM_ADMIN role provides access to the tabs in the Oracle One-to-One
Fulfillment administration console. You need the JTF_FM_ADMIN role in addition to the
One-to-One Fulfillment Administrator responsibility. See Creating an Administrator
User Account, page 3-6 for information about assigning a responsibility to a user
account.
Use the following procedure to assign the JTF_FM_ADMIN role to a user account.

Login
HTML Login URL
Responsibility
CRM HTML Administration
Prerequisites
The CRM HTML Administration user must have the following roles:
• JTF_SYSTEM_ADMIN_ROLE, to access user maintenance functions
• JTF_FM_ADMIN, to assign the role to another user
Steps
1. Click the Users tab > Registration sub tab.
2. Click the User Maintenance side panel link.

The Users page appears.
3. In the Enter Search Criteria fields, select Username, enter the user name, and then
click Go.
The matching user names appear.
4. Click a user name link.

The User Details page appears.
5. Click Roles.
The User-Role Mapping page appears.
6. Move JTF_FM_ADMIN from the Available Roles list to the Assigned Roles list.
7. Click Update.
The User-Role Mapping page refreshes.
Defining an Agent
To use Oracle One-to-One Fulfillment, agents must be defined as "users" and assigned
to a Fulfillment agent group. Use the Forms application to do define an agent in the
following sequence:

1. Create an employee.
2. Create an application user, and assign Responsibilities to the user.
3. Create a Resource. A Resource is required to record data in Interaction History.
Creating an Employee
You can create an employee in two ways:
• "Creating an Employee in Oracle Human Resource Management Systems", page 3-
9
• "Creating an Employee in Resource Manager", page 3-10
Note: If your system has Oracle Human Resource Management

(HRMS), then you must use it create employees. If your system
does not have Oracle HRMS, then use the Oracle Resource
Manager to create employees.
Creating an Employee in Oracle Human Resource Management Systems

Use this procedure to create an employee in Oracle Human Resource Management
Systems.
Login
Responsibility
Prerequisites
Create at least one administrator.
Steps
1. In the Navigator window on the Functions tab, select People >Enter and Maintain.
The Find Person window appears.
2. Click New.

The People window appears.
3. In the Last field, type the employee's last name.
4. From the Gender list, select Male or Female.
5. From the Type list, select Employee.
6. Other fields may be required, depending on the requirements of your business.
7. Select File >Save.
Creating an Employee in Resource Manager

If Oracle Human Resource Manager is not installed on your system, then use the
following procedure to create an employee. This procedure populates the same
database tables as the People window in Oracle Human Resource Management
Systems.
Login
Responsibility
Prerequisites
Create at least one administrator.
Steps
1. In the Navigator window on the Functions tab, select Maintain Employee >
Employee.
The Find Person window appears.
2. Click New.
The People window appears.
3. In the Last field, type the employee's last name.
4. From the Gender list, select Male or Female.
5. From the Type list, select Employee.

6. Other fields may be required, depending on the requirements of your business.
7. Select File >Save.
Creating a User Account for an Agent

Use the following procedure to create a user account for agents who will use Oracle
Applications.
Login
Responsibility
Prerequisites
Create an employee. See "Creating an Employee", page 3-9.
Steps
1. In the Navigator window, on the Functions tab, choose Security >User >Define.
The User window appears.
Use the following guidelines to define Oracle Applications user names:
• Use only one word.
• Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
• Use only the set of characters that your operating system supports for
filenames.
2. In the User Name field, enter the name of the user.

The password is temporary. When a user signs on to Oracle Applications for the
first time, the message "Your password has expired" appears and the user is
prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
• Use at least five characters and no more than 100 characters.
• Use only alphanumeric characters (A through Z, and 0 through 9).

3. In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
4. Enter the password again to verify it.
5. To use this account to submit concurrent programs for Oracle One-to-One

Fulfillment, select an employee from the Person field to associate with this user
account.
6. In the Responsibilities tab, assign the appropriate responsibilities for the eBusiness
Suite Applications that the agent will use. No specific Fulfillment Responsibility is
required.
After you save the user record, it is not possible to delete an assigned responsibility.
Oracle Applications maintain audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective
Dates - To field) of the assigned responsibility to the current date. To activate an
assigned responsibility, clear or reset the effective end date.
7. From the File menu, choose Save.

You may close the Users window.
Assigning or Importing a Resource for an Employee

A resource is required to record data in Interaction History. Use the following
procedure to create a resource for an employee.
Login
Responsibility
Prerequisites
Create the employee. See Creating an Employee, page 3-9.
Steps
1. In the Navigator window on the Functions tab, select Maintain Resources >Import
Resources.
The Selection Criteria window appears.

2. From the Resource Category list, select Employee.
3. Enter any available selection criteria, such as the name of the employee.
4. Click Search.
The Search Results lists the names of all employees who match the search criteria.
5. Clear the Select option of any listed employees for whom you do not want to create
a resource.
6. Click Create Resource.

The Default Values window appears. Optionally, you can add or modify this
information later.
7. To accept the defaults, click OK.

The Selected Resources window appears. The Comments field indicates whether
the resource is a new record, a duplicate record, or a duplicate record with a new
role definition. The Select options are selected automatically.
8. Clear the Select options of any employees whom you do not want to save as a
resource.
9. Click Save Resources.

A transaction number appears in the Transaction Number field. The transaction
number is associated with each resource that was created during this transaction.
More than one resource can have the same transaction number.
10. To view the details about a resource, select the resource and then click Details.
The Resource window appears.
11. Verify the following information:
• The name of the resource in the Name field.
• The name of the employee in the Source Name field.
• The user name in the User Name field.
12. Assign any roles and groups that the eBusiness Application may require.
Fulfillment agents do not require specific roles and groups.
Configuring Servers
Use the Server sub tab to configure Fulfillment Servers and output servers.

Tasks
You can perform the following tasks:
• "Creating a Fulfillment Server", page 3-14
• "Defining an Email Server", page 3-16
• "Defining a Fax Server", page 3-18
• "Adding an Available Print Server", page 3-19
• "Creating a New Print Server for RightFax Printing", page 3-20
Concepts
• Email Tracking, page 1-9
• Fulfillment Channels, page 1-9
Creating a Fulfillment Server

Use this procedure to create and configure a Fulfillment Server.
Login
HTML Login URL
Responsibility
One-to-One Fulfillment Administrator
Prerequisites
Install and implement a fulfillment output server.
Steps
1. Select the Server tab.
The Servers page appears.
2. Click Create.

The Server Details page appears.
3. Enter the details about the server.

1. In the Server Name field, type a name for the server.
The name will appear in the list of servers on the Servers page. You cannot
change this field after the server is saved.
2. Optionally, from the Start Time lists, select the hour and minute for the
Fulfillment Server to start polling the fulfillment request queues in the
database. It does not physically start the server. If running, the server will
continue to process retrieved fulfillment requests even when it is not polling the
database.
3. Optionally, from the Shutdown Time lists, select the hour and minute of the
time at which the Fulfillment Server stops polling the fulfillment request
queues in the database. It does not physically stop the server. If running, the
server will continue to process retrieved fulfillment requests even when it is not
polling the database.
4. Optionally, in the Description field, enter a description of the server.

This field is for informational purposes only.
4. In the Interaction History group, select the outcome and result that will be recorded
in Oracle Interaction History for fulfillment requests processed by the server.
1. From the Request Outcome list, select the outcome that you want to associated
with a fulfillment request that has been retrieved from the request queue by the
Fulfillment Server.
2. From the Request Success Result list, select the result that you want to associate
with a fulfillment request that has been successfully processed by the
Fulfillment Server.
3. From the Request Failure Result list, select the result that you want to associate
with a fulfillment request that has not been successfully processed by the
Fulfillment Server.
5. Click Continue.
The server is saved and the Email Servers page appears.
6. To define an email server, see Defining an Email Server, page 3-16.

Defining an Email Server
To send fulfillment items by email, set the email server profiles for the Fulfillment
Server and assign one or more email servers to the Fulfillment Server.
Login
HTML Login URL
Responsibility
Prerequisites
Set the email server profiles for the Fulfillment Server.
Steps
1. If you want the Fulfillment Server to insert a hypertext link into the email content
that will allow recipients to access their contact preferences in Oracle Marketing,
then select Unsubscribe.
2. Enter the HTML Unsubscribe text and URL. This text and link will appear at the
end of the HTML-format email message.
3. Enter the Text Unsubscribe text and URL. This text and link will appear at the end
of the text-format email message.
4. If you want the Fulfillment Server to track statistics for email requests, then select
Track Email.
5. Enter the email Tracking URL. This is the URL of the JSP that tracks opened email
messages.
6. In the Return Address field, type the "reply to" email address that will be used in
the email messages sent by this email server.
The business application can override this address by providing a reply email
address, otherwise the Fulfillment Server will use this address. If the recipient
replies to the email, then the reply will be sent to this address.
7. In the From Address field, type the originating email address for emails processed
using the Fulfillment Server.
The business application can override this address by providing an originating

email address, otherwise the Fulfillment Server will use this address.
This value in this field, preceded by the value in the Display Name field (see next
step), will appear in the From field in the email.
8. In the Display Name field, type the name that you want to precede the From
Address field value in the From field of emails processed using the Fulfillment
server.
9. In the Summary of Email Server area, click Add Email Server.

The Create Email Server page appears.
10. In the Email Server Name field, type a descriptive name for the email server.
This name will appear in the list of email servers on the Email Servers page. You
cannot change this field after the definition is saved.
11. In the Outgoing Mail Server field, type the name of the SMTP server.
This is the host name of the SMTP server.
12. In the Port Number field, type the port number that the Fulfillment Server will use
to communicate with the email server.
13. Optionally, in the Description field, type a description of the email server.
14. To enable the bounceback email feature, in the Bounceback Management group,
enter the following parameters:
1. Enable Bounceback: Select to enable bounceback processing.
2. IMAP Host: Type the IMAP Host Name.
3. IMAP Port: Type the IMAP Port Number.
4. Account Name: Type the name of the bounceback email account.
5. Account Password: Type the bounceback account password.
6. Run Frequency: Type the frequency with which the process should repeatedly
check for bounceback messages in the email account, and then from the list
select the frequency in Hours or Minutes.
7. Return Path: Type the email address to send the bounceback notices. The
Return Path overrides the default return path.
15. Click Continue.

The Fax Servers page appears.
16. To define a fax server, see Defining a Fax Server, page 3-18.
Defining a Fax Server

To send fulfillment items by fax, assign one or more fax servers to the Fulfillment
Server.
Note: Oracle One-to-One Fulfillment supports only Captaris RightFax

for fax server output.
Login
HTML Login URL
Responsibility
Prerequisites
Steps
1. Click Add Fax Server.
The Create Fax Server page appears.
2. In the Fax Server Name field, type a descriptive name for the fax server (for
example, Fax 4th Fl Room 1234).
This name will appear in the list of fax servers on the Fax Servers page. You cannot
change this field after the definition is saved.
3. In the Fax Server field, type the server name (for example,
//faxserver.domainname.com).
4. In the Prefix field, type the prefix number that must be dialed before the fax number
is dialed (for example, 9).
5. In the Return Fax Number field, type the fax number that should be used for return
faxes.

6. Optionally, in the Description field, type a description of the fax server
7. Click Continue.
The Printers page appears.
8. To send fulfillment items by printer, assign one or more print servers to the
Fulfillment Server. Do one of the following:
• To add an available print server, see Adding an Available Print Server, page 3-
19.
• To create a new print server, see Creating a New Print Server for RightFax
Printing, page 3-20.
Adding an Available Print Server

Use the following procedure to add an existing print server to the Fulfillment Server.
Login
HTML Login URL
Responsibility
Prerequisites
Steps
1. In the Print Servers page, from the Available Print Servers list, select a print server.
2. Click Add Print Server.

The page refreshes. The selected print server appears in the list of print servers.
3. Click Update to save.
4. Click Done.

Creating a New Print Server for RightFax Printing
Use the following procedure to create a new print server and add it to the Fulfillment
Server.
Login
HTML Login URL
Responsibility
Prerequisites
Steps
1. In the Print Servers page, click Create New Print Server.
The Create Print Server page appears.
2. In the Print Server Name field, type a descriptive name for the print server (for
example, RightFax Server).
This name will appear in the list of print servers on the Printers page. It can be
different from the actual printer name or alias. You cannot change this field after
the definition is saved.
3. In the Connection String field, for a RightFax Print Server, enter the RightFax
server's URL.
4. From the Server Type list, select RightFax.
5. Click Apply.
The Print Servers page appears.
Implementing a Fulfillment Server

Use the following procedures to implement a server for Oracle One-to-One Fulfillment.
• "Creating a Remote Command Script for the Fulfillment Server", page 3-21

Creating a Remote Command Script for the Fulfillment Server
The remote command script allows you to interact with the Fulfillment Server without
the need to maintain the original command prompt used to start the server. When you
want to issue a command, you type the name of the remote command script and the
command.
The Fulfillment Server is configured in the startup script to monitor a port for remote
commands. The port is specified in both the startup script for the server and the remote
command script. The remote command script runs on the same computer as the
Fulfillment Server or on a computer that is on the same network as the Fulfillment
Server.
When a command is sent through the remote command script, the computer that issued
the command waits for a response and terminates activity after it receives the response.
To prevent unnecessary workload for the Fulfillment Server, the computer that issues
the remote command only retains a connection to the Fulfillment Server for the
duration of the remote command.
Use the following procedure to create a remote command script and operate a running
Fulfillment Server by remote command.
Login
Not applicable
Responsibility
Not Applicable
Prerequisites
Identify an available port for sending commands to the Fulfillment Server by the
startup script. The port must be specified in the remote command script and the startup
script. For assistance, contact your Oracle Applications system administrator or
database administrator.
Steps
1. Stop (use the server parameter "kill") the Fulfillment Server if it is running.
2. Use a text editor, such as Microsoft Notepad, to add the engine.CommandPort

parameter to the startup script.
The engine.CommandPort flag is used to identify the port number, on the computer
that is hosting the Fulfillment Server, that the Fulfillment Server will monitor for
remote commands.
In a UNIX startup script, add:

-Dengine.CommandPort=<port_number> /
In a DOS startup script, add:

-Dengine.CommandPort=<port_number>
3. Use a text editor to create a separate text file that will act as the remote command
script.
Every remote command script must have, at a minimum, the following:
• Reference to the executable Java class that runs the Remote Monitor, an internal
monitor in the Fulfillment Server
• A port for sending commands to the Fulfillment Server

Optionally, if the remote command script will reside on a computer other than
the computer that is hosting the Fulfillment Server, then you must also specify
the name of the computer.
See Guidelines, page 3-22 for more information.
Note: Always check for syntax errors, such as misspellings and

extra spaces.
4. If the remote command script is for UNIX (a shell script), save the file with a *.sh
extension.
5. If the remote command script is for DOS (a batch file), save the file with a *.bat
extension.
6. Start the Fulfillment Server (run the startup script).
7. At a different command prompt, send a command using the remote command

script.
For example, enter: <remote_command_script_name> <command>
8. Verify that the Fulfillment Server received the command.
Guidelines
The following is an example of a UNIX shell script for issuing commands to a
Fulfillment Server that is running in the background.
#!/bin/csh
java oracle.apps.jtf.fm.engine.remote.RemoteCommand -port <port_number>

[-host <remote_hostname>] $*

The following is an example of a DOS batch file for issuing commands to a Fulfillment
Server that is running in the background.
[-host <remote_hostname>] %*
The value of the port parameter must match the value of the engine.CommandPort
parameter in the startup script. If the remote command script is on a computer other
than the computer that is hosting the Fulfillment Server, then specify the name of the
computer in the host parameter.
The remote command also works from a command prompt with the following
command:
[-host <remote hostname>] <command>

4
Integration Tasks

• Integrating with Captaris RightFax
• High Level Integration Steps
• Sending a Fax Fulfillment Request by RightFax
• Sending a Print Fulfillment Request by RightFax
Integrating with Captaris RightFax

Oracle One-to-One Fulfillment supports only the third-party application Captaris
RightFax for sending collateral by fax. Use the following procedures to integrate these
two applications.
• High Level Integration Steps, page 4-1
• Sending a Fax Fulfillment Request by RightFax, page 4-2
• Sending a Print Fulfillment Request by RightFax, page 4-4
High Level Integration Steps

Integrate Oracle One-to-One Fulfillment with RightFax in the following sequence:
1. Install RightFax Enterprise Server.
2. Install fax board driver from RightFax fax board driver CD-ROM.
3. Install RightFax Integration Module.
4. Install RightFax Oracle CRM Connector.
5. Install RightFax XML Interface.
Integration Tasks 4-1

6. Install RightFax Java API Interface.
7. Configure IIS to create virtual directory to support rfwebcon.dll.
8. If the fulfillment server is running, use the server start/stop script to shutdown the
server.
9. Download the RightFax zip file from the following URL:

http://www.captaris.com/support/downloads/rightfax/9/index.html#Oracle
The file Oracle_Patch.zip contains java API from Captaris and is required to be in
the CLASSPATH for the One-to-One Fulfillment server in order to process a fax or
print request successfully.
The administrator should copy this zip file to a location where the Fulfillment
server is able to access it. The recommended location is $OA_JAVA/3rdparty
directory.
The fully qualified path to Oracle_Patch.zip should be appended to the Fulfillment
server CLASSPATH. Verify that there is no reference to the older versions of
RightFax zip file RFJavaInt.zip in the Fulfillment server CLASSPATH.
10. Configuration change is now complete. Use the server start/stop script to start the
server. One-to-One Fulfillment server is now ready to process fax requests.
Sending a Fax Fulfillment Request by RightFax

The design of the Fulfillment Server allows the user to define a fax solution based on a
static API call. This fax solution, written in Java, is called from the Server as specified in
the startup script. If the class exists, the Fulfillment Server loads the specified class file
and associated class files, with all supporting classes, in the classpath. The Fulfillment
Server then matches the class name in the startup property definition
-Dengine.FaxEnabler=your.fax.Enabler with the startup script. The class
your.fax.Enabler is the user-defined fax solution. To use this class with the Fulfillment
Server, the class must meet two requirements:
• Have a default constructor without parameters.
• Implement the interface oracle.apps.jtf.fm.engine.disp.FaxEnabler (available in the

apps.zip file).
The oracle.apps.jtf.fm.engine.FaxEnabler interface has one method,

public String faxContents(String Sender,
String SenderFax,
String SenderPhone,

String SenderCompany,
String Recipient,
String RecipientFax,
String RecipientPhone,
String RecipientCompany,
String Message,
HtmlContent[] Contents)
throws EnablerFailedException;
• Sender is the person who is sending the fax. This should be defined as an optional
field that can take the empty string "" as an argument value.
• SenderFax is the fax number of the person sending the fax. This should be defined
as an optional field that can take the empty string "" as an argument value.
• SenderPhone is the phone number of the person sending the fax. This should be
defined as an optional field that can take the empty string "" as an argument value.
• SenderCompany is the company of the person sending the fax. This should be
defined as an optional field that can take the empty string "" as an argument value.
• Recipient is the person who will be receiving the fax. This should be defined as an
optional field that can take the empty string "" as an argument value.
• RecipientFax is the fax number that will be dialed to send the fax. This parameter
must have a value.
• RecipientPhone is the phone number of the person who is to receive the fax. This
should be defined as an optional field that can take the empty string "" as an
argument value.
• RecipientCompany is the company of the person who is to receive the fax. This
argument value.
• Message is the message that appears on the cover sheet of the fax being sent. This
argument value.
• Contents are the actual contents to fax.
Integration Tasks 4-3

Sending a Print Fulfillment Request by RightFax
The design of the Fulfillment Server allows the user to define a print solution that is
based on a static API call. This print solution, written in Java, will be called from the
Server as specified in the startup script. The Server will load the specified class file and
associated class files (assuming that the class exists), with all supporting classes, in the
classpath. The Server recognizes the class name from the startup property definition
'-Dengine.PrintEnabler=your.print.Enabler' in the Server startup script; the class
'your.print.Enabler' being the user-defined print solution. To use with the Fulfillment
Server, this class must meet two requirements:
• It must have a default constructor; one that has no parameters.
• It must implement the interface 'oracle.apps.jtf.fm.engine.disp.PrintEnabler'

(available in the apps.zip file).
The 'oracle.apps.jtf.fm.engine.PrintEnabler' interface has one method:

public String printContents(String PrinterName, HtmlContent[] Contents)
throws EnablerFailedException;
PrinterName is the name/alias of the Printer to send the print job to.
Contents are the actual contents that are to be printed.

5
Diagnostics and Troubleshooting

• Introduction
• Common Error Messages
• Out of Memory Error
• java.lang.NullpointerException or Blank Screen
• Fulfillment Server Error Messages and Debug Flags
• Common Fulfillment Server Errors
• Fulfillment Server Debug Flags
• Stopping and Restarting the Fulfillment Server
• Email Issues
• java.io.IOException: 500 5.5.1 Command Unrecognized
• Characters Appear as '?' in Body of Email
• Frequently Asked Questions
• Uploading an RTF Document Fails in Oracle Content Manager
• Content Types Not Visible
• Cannot Update Existing Content Type
• Log Directory Path
• TeleSales Java Exception
• java.lang.IllegalArgumentException
• DoNotContactException
• Commands in Background Mode
• Viewing Request Processing
• "Initializing Processor" Error
Diagnostics and Troubleshooting 5-1

• Merge Field Errors
• Unable to Use Merge Field Delimiters « and »
• Table Rows and Merge Fields
• Server id and User id in create_fulfillment API Call
• Sending a Request Through Multiple Media Types
• Debugging
• PL/SQL Debugging
• Server Debugging
• Troubleshooting the RightFax Integration
Introduction
Use the following information to diagnose and fix issues you might encounter when
implementing and using Oracle One-to-One Fulfillment.
• Common Error Messages, page 5-2
• Fulfillment Server Error Messages and Debug Flags, page 1-8
• Email Issues, page 5-7
• Frequently Asked Questions, page 5-8
• Troubleshooting the RightFax Integration, page 5-24
Common Error Messages

Refer to the following common error messages for instructions on correcting errors.
Out of Memory Error

An out of memory error is received when running JTFFMCTL.SH.
Solution
Reset JTF_FM_MAX_PROCESSES to 9 or less. The server is designed to run a maximum
of nine processes.
java.lang.NullpointerException or Blank Screen

If you receive the following exception:

• java.lang.NullpointerException
or
• You are able to send collateral using the Fulfillment Manager, but the system stops
and the monitor displays a blank screen. In Fulfillment Manager, the request shows
as completing successfully. The email is sent, but the forms do not return a
Collateral Sent message or return to a Java Server Page.
Solution
1. Set the profile JTF_FM_DONE_DEST to a Java Server Page to which you want to
return (such as CntctSumryMain.jsp).
2. Restart the Apache server.
Fulfillment Server Error Messages and Debug Flags

Refer to the following topics for descriptions of Fulfillment Server error messages and
debug flags.
• Common Fulfillment Server Errors, page 5-3
• Fulfillment Server Debug Flags, page 5-5
• Stopping and Restarting the Fulfillment Server, page 5-7
Common Fulfillment Server Errors

The following table lists errors that the Fulfillment server most commonly writes to the
logs. For further information regarding each error, see the exception trace files.
Error Description
tried to execute bind query > Unable to execute Bind Query
no columns returned in result set -- No records returned from query
unable to create temp file for Could not create a temporary file on the local
file system
no bind value for merge field Merge field exists for which there is no
matching bind (replacement text)

Error Description
unable to get form fields Unable to determine the form fields in a PDF
document
unable to merge PDF with XFDF Merge of bind data with PDF document failed
multiple HTML files in zipped content Correct format is one HTML file and one or
more image files (gif, jpeg, and so on)
maximum number of images has been reached Memory constraints limit the maximum
for content number of images that can be associated with
an HTML file
no HTML in zipped content -- Correct format is one HTML file and one or
no images in zipped content Correct format is one HTML file and one or
could not read any zip file entries Invalid Zip format
could not process zip file Invalid Zip format
unable to download with query id No query associated with the content
invalid extended_header format Invalid extended header XML format
empty header_name in extended_header Missing name in name-value pair
unable to create email address from Invalid string for use as email address
unable to send email -- refer to error Unable to send an email, refers to an error in
the error log
unable to get text/plain content Unable to get text content
unable to get content bind Error in getting bind information associated

with a Content item
could not get fnd_file_id for request fnd_file_id not present for a content item in
the XML

Error Description
unrecognized mime type for dynamic content Dynamic Content (capable of being merged)
can only be of type ['text/html','richtext',pdf]
unable to merge legacy data Merge failure occurs when trying to review a
sent document
unable to download with fnd file id Data not found in fnd_lobs for the file_id
unable to create directory Unable to create a directory in the file system
Fulfillment Server Debug Flags

The Fulfillment Server can be debugged at runtime by using a debug flag in the
Fulfillment Server startup script or in the command line. The debug information is
written to the Fulfillment Server events log, with debug=log, or to Central Logging in
the database.
In some cases, through use of third-party debugging such as Java Mail API, debug
information is written to the console. The correct syntax for such flags is
-Ddebug=<flag>[,<flag>]. The following table lists individual settings of the
Fulfillment Server debug flags.
Flag Description
full Turn on all debug flags (*including 'log' which

disables Central Logging).
off Turn off all debugging.
content Write request content, as downloaded from

the database, to the local disk on which the
server is running. The directory is called
'contents' and is under the log directory.
email Print details of email delivery the Events log

and to the console. Not all information printed
to the console is recorded in the Events log.
fax Debug fax delivery.

Flag Description
history Debug the writing of Fulfillment Request

History, Fulfillment Content History, and
Interaction History.
log Debug the creation of local disk log files.

*Disables the use of Central Logging.
monitor Debug the operations of the Fulfillment Server

internal monitors. All vital internal processes
of the server are handled by these monitors.
print Debug sending print jobs.
processor Debug the functions of the server main thread.
query Debug queries executed by the server. These

are written to the Events log.
request Debug requests that are processed by the

server. Details of the request are written to the
Events log.
header Debug extended headers. Each is written as

part of the email header for email sent by the
server. Additional details of the request are
written to the header such as request id,
party_id, and so on.
jdbc Debug JDBC calls made by the server. Java

communicates with the database through
JDBC.
fault Debug the functioning of the server fault

monitor. This provides details of request fault
detection and handling.
mass Debug Mass Request processing.

Flag Description
failure Debug failures that occur as a normal part of

processing a request. The failure is written to
the Error log to record a stack trace from
where the failure originated. This skews the
actual error count because an exception is
created to track the stack trace of the failure.
merge Debug the merge field parsing and insertion

of bind variables within dynamic request
content (Master Documents and email subject
field).
queue Debug reading and writing to Advanced

Queues (AQ). The XML-based requests and
responses are written to the Events log.
bind Debug the use of bind data that is associated

with the content of a fulfillment request.
labels Debug PDF Labels requests.
Stopping and Restarting the Fulfillment Server

Stop and restart the Fulfillment server for changes to take effect to the settings,
parameters and flags of the following servers:
• Fulfillment Server
• Email Server
• Print Server
• Fax Server
Email Issues
Use the following solutions to resolve these known issues with the Fulfillment Server
sending email.

java.io.IOException: 500 5.5.1 Command Unrecognized
This type of Java IOException, recorded in the Fulfillment Server's error log, usually
means that the email server did not recognize the sent command. This behavior may
happen because the email server did not recognize the common SMTP command
'EHLO' but instead used the older 'HELO' command.
Solution
1. Use the Fulfillment Administration Console to configure the Fulfillment Server to
send email through an outbound email server that recognizes the 'EHLO'
command.
2. Restart the Fulfillment Server.
Characters Appear as '?' in Body of Email

The Fulfillment Server may parse characters or symbols incorrectly for some natural
languages, other than English, that are not based on US ASCII. The Fulfillment Server
sends email that contains unreadable characters, which appear as question marks. This
situation may have the following causes:
• The Java Virtual Machine requires instructions on how to resolve these characters
through the operating system.
• The Fulfillment Server startup script contains merge delimiters such as «
and ». Previous versions of the Fulfillment Server recognized these merge
field delimiters, but the current version does not recognize them.
Solution
• Use the configuration settings listed in Language Character Parsing, page A-9 in
Fulfillment Server Commands and Startup Scripts, page A-1.
• Use the following flags in the Fulfillment Server startup script.

-Dmerge.LeftDelimiterString="«" -Dmerge.RightDelimiterString="
»"
Frequently Asked Questions

Refer to the following frequently asked questions for help in resolving issues.

Uploading an RTF Document Fails in Oracle Content Manager
When uploading an RTF document in Oracle Content Manager, the upload fails.
Solution
This failure can occur when you have Microsoft Word open when you click the Submit
for Approval button. The solution is to close Word and then click Submit again.
Content Types Not Visible

Why can I not see some content types in the list when I create a content item?
Solution
Only active content types appear in the list. It does not include inactive content types.
Cannot Update Existing Content Type

Why am I unable to update content types that are being used by content items?
Solution
Content types that are being used by content items cannot be updated.
Log Directory Path

The Fulfillment server is writing log files to the ./logs subdirectory instead of ./log. How
can I change this path?
Solution
The default directory for error messages and logs is ./log. This directory is determined
by the oracle.apps.jtf.fm.engine.logging.logger class in the file apps.zip. If logs are
written to a different directory (such as ./logs) instead of ./log, then change the
logger.class. Open that class and see how DEF_LOG_PATH and LogPath variables are
set. Use the -Dengine.LogPath switch to change the logging default directory. The
format is: -Dengine.LogPath=<directory>
TeleSales Java Exception

The Fulfillment log receives a Java exception when trying to send collateral from
Telesales. The Telesales popup window indicates that it was successful, however, there

is nothing in the history for the collateral, and the following error message appears in
the Fulfillment log file.
'could not complete process for request '10011'
oracle.apps.jtf.fm.engine.request.WorkNotCompletedException: failed to
process part of request '10011' at
java.lang.Throwable.fillInStackTrace(Native Method)
Solution
Use the following steps to check your Return Address setup for the Fulfillment server
that is in use.
1. Log in using the Fulfillment Responsibility.
2. Select Server tab > server name >Email Servers.
3. Check that the Return Address setup is a valid email address to which you want to
send all email replies.
java.lang.IllegalArgumentException
A java.lang.IllegalArgumentException message occurs while trying to start the FM
Server Script. What is the problem?
Solution
This condition happens because of an improperly written Fulfillment Server startup
script. The PrintEnabler and the FaxEnabler take the class file name from the script. If
the file name is not correct, then the method that receives this classfile name will throw
the exception. All the -D flags in the script should be written in either of the following
ways:
• The Flags should be separated by a "\" and then a new line should contain the next
flag. For example:
java -ms32m -mx64m\
-Dengine.LogLevel=9\
-Dengine.LogRequests=true\
-Dpkg.ident=true\
-Dengine.PrintEnabler=oracle.apps.jtf.fm.engine.rightfax.RfPrintEnab
lerImpl\

-Dengine.FaxEnabler=oracle.apps.jtf.fm.engine.rightfax.RfFaxEnablerI
mpl\
oracle.apps.jtf.fm.engine.processor.Processor
• The Flags should be separated by spaces only. There should be no "\" or a carriage
return anywhere in the Java call to the server. For example:
java -ms32m -mx64m -Dengine.LogLevel=9 -Dengine.LogRequests=true
-Dpkg.ident=true
-Dengine.PrintEnabler=oracle.apps.jtf.fm.engine.rightfax.RfPrintEnab
lerImpl
-Dengine.FaxEnabler=oracle.apps.jtf.fm.engine.rightfax.RfFaxEnablerI
mpl
oracle.apps.jtf.fm.engine.processor.Processor
DoNotContactException
A DoNotContactException message occurs while trying to send a request through the
Fulfillment Server.
The outcome of the request id FAILURE and the following error appear in the Error.log
file:
Unable to dispatch 'EMAIL' for request '<request_id>'
oracle.apps.jtf.fm.engine.disp.DoNotContactException: unable to email
Solution
When a request is submitted to the Fulfillment server, the server checks the
APPS.HZ_CONTACT_PREFERENCES table for the values of "DO_NOT", "EMAIL" or
"CONTACT" for PREFERENCE_CODE and CONTACT_TYPE, respectively, to
determine if the email should not be sent to the customer. If the values are present in
the table for the party_id that is specified in the request, then the request fails.
To change these values, do the following procedure:
1. Run the following query in the database for the party_id that is in use.
SELECT distinct b.contact_type
FROM apps.hz_contact_preferences b,
apps.hz_contact_points c
WHERE
b.preference_code = 'DO_NOT'

AND
((b.contact_level_table = 'HZ_PARTIES' and b.contact_level_table_id
= &party_id)
OR
(b.contact_level_table = 'HZ_CONTACT_POINTS'
AND c.contact_point_id = b.contact_level_table_id
AND c.owner_table_name = 'HZ_PARTIES'
AND c.owner_table_id = &party_id
AND c.status ='A'))
AND nvl(b.preference_start_date,sysdate -1) < sysdate
AND nvl(b.preference_end_date,sysdate+1) > sysdate
ORDER BY b.contact_type
2. The Contact_type would appear as 'EMAIL' or 'CONTACT'. Remove the

'EMAIL'/'CONTACT' restriction or change the 'DO_NOT' restriction.
3. Resend the request.

It should now succeed.
Commands in Background Mode

How can I send commands to the Fulfillment Server while in background mode?
Solution
Do the following procedure:
1. If the Fulfillment server is running in console mode, shut it down by typing kill. If
the Fulfillment Server is running in background mode, kill the process. To be safe,
you might want to do a ps -ef | grep java to make sure that no other
Fulfillment Server processes are running. Also, you need to be able to use a port to
send commands through a remote command process. You may need to confirm
with the database administrator which port is available.
2. To reference the port you will use to accept commands for the Fulfillment Server,
add the following line to the startup script, where 99999 represents the selected
port.
-Dengine.CommandPort=99999
3. Create a remote command script that is basically one line. Include the port to
monitor in this script.
For UNIX:

#!/bin/csh java oracle.apps.jtf.fm.engine.remote.RemoteCommand
-port99999 /host <remote hostname>/ $*
For DOS:
java oracle.apps.jtf.fm.engine.remote.RemoteCommand -port99999 /host
<remote hostname>/ %*
4. Start the server by running the Server script in the console mode (not in
background). Open another window and test the remote script by sending
commands to it. If you name the remote script RS.sh, type a command like RS.sh
stat or RS.sh kill. If the server that is running in console mode accepts these
commands, everything is set up correctly. You can then type RS.sh kill to shut
down the server.
5. If the remote functionality tested successfully, so you can now run the server in the
background. If the Fulfillment Server Script was FS.sh, you could run FS.sh &.
6. When the server is running in the background, you can send commands to it by
using your remote script RS.sh.
Viewing Request Processing

How can I see what Fulfillment Server processes are processing requests?
Solution
Type the command stat at the Fulfillment server command prompt to see what
processes are processing requests.
"Initializing Processor" Error

When I try to start the Fulfillment Server, I receive the following error message. What is
the problem?
INITIALIZING PROCESSOR ...
GETTING A DATABASE CONNECTION FOR SERVER CONFIGURATION ...
Processor cannot be started
oracle.apps.jtf.fm.engine.processor.ProcessorException
oracle.apps.jtf.fm.engine.processor.Processor.
initStoredConfiguration

Solution
Check for spelling mistakes and syntax errors in the Fulfillment startup script.
Merge Field Errors

What can I do if I encounter either of the following problems when my master
documents and cover letters use merge fields?
• The merge fields do not get merged in email messages, fax messages or printed
documents sent by Oracle One-to-One Fulfillment.
• The email messages, fax messages or printed documents show the merge fields
surrounded by the "?" character, despite the use of the valid characters "<<" and ">>"
when creating the master document or cover letter in the Administration Console.
Solution
This issue occurs with Windows NT 4.00.1381, Service Pack 6 with Internet Explorer
5.5.50. The browser is not able to take the standard ASCII value of the "<<" and ">>"
merge field delimiters, and therefore the master document or Oracle Content Manager
Template contains the "?" delimiters instead of "<<" and ">>".
Use one of the following workarounds:
• Instead of using the "Create and Upload" Master Document/OCM Template option
within the One-to-One Fulfillment Administration Console, use the "Upload"
Master Document/OCM Template option. Create the document using Microsoft
Word 2000, insert the appropriate merge fields with the "<<" and ">>" special
character delimiters and then save the document as a Web Page (for example, an
HTML file). Use the Upload Master Document/OCM Template option to upload the
file.
• If using the "Create and Upload" Master Document/OCM Template page, ensure
that the desktop being used has Windows 2000 or a different platform
configuration.
Unable to Use Merge Field Delimiters « and »

If some versions miss the left angle quote « and the right angle quote ».
The workaround is to insert the delimiter flags in the Fulfillment startup script as,
-Dmerge.LeftDelimiterString="«"
-Dmerge.RightDelimiterString="»"

Insert the flags after the Java or JRE command and before the name of the executed
class. The class earlier was 'oracle.apps.jtf.fm.engine.processor.Processor', and later was
changed to 'oracle.apps.jtf.fm.FulfillmentServer'. The classes are case sensitive.
Table Rows and Merge Fields

How can I switch from repeating to non-repeating HTML table rows with merge fields?
Solution
Enhancements for this functionality are available as patches for earlier releases. These
enhancements are now a part of the standard functionality.
Earlier, Oracle One-to-One Fulfillment treated all HTML source documents containing
merge fields embedded in table rows as repeating rows. For example, if users wanted to
create an itemized order form, they could create the HTML source document with an
HTML table that represented the itemized list. The HTML table could have merge fields
in the following columns:
ITEM_NUMBER, ITEM_DESCRIPTION, QUANTITY, UNIT_PRICE, TOTAL_PRICE
Example HTML Code

<table border="1" summary="Order Table">
<tr>
<th>Item Number</th>
<th>Item Description</th>
<th>Quantity</th>
<th>Unit Price</th>
<th>Total Price</th>
</tr>
<tr>
<td>{(ITEM_NUMBER)}</td>
<td>{(ITEM_DESCRIPTION)}</td>
<td>{(QUANTITY)}</td>
<td>{(UNIT_PRICE)}</td>
<td>{(TOTAL_PRICE)}</td>
</tr>
<table>
Users can then use a key, such as ORDER_NUMBER, to associate a SQL query to the
document that retrieves multiple rows of data from the database, as in the following
example:

SELECT ITEM_NUMBER,
ITEM_DESCRIPTION,
QUANTITY,
UNIT_PRICE,
TOTAL_PRICE,
FROM ORDERS
WHERE ORDER_NUMBER = :my_order_number
When Fulfillment processes this document, it parses the HTML source document and
identifies a table containing merge fields. As Fulfillment executes the query, it repeats
the line containing the merge fields for each row that is returned from the query. In this
way, a single HTML table row in the source document is custom expanded to all the
results that are returned from the associated query.
Because this feature repeated any HTML table row with merge fields, it prevented some
users from using HTML tables for document layout.
Solution
To accommodate users who want to use HTML tables for document layout, and also to
support repeatable fields, Fulfillment can create both repeatable merge field rows and
non-repeatable merge field rows. To keep the existing result of every table row
containing repeated merge fields, do not make any changes. To enable the
non-repeating row feature, use the following procedure.
Note: To use this feature, users must edit the HTML source directly.
Microsoft Word does not allow direct HTML editing, so users will need
to use a plain-text editor instead of Word. Also, Oracle has made every
effort to keep Fulfillment HTML 4.01-compliant so that no user agents
(browsers) will be affected by any of these changes.
1. Add new styles

Two empty styles identify rows as repeating (jtorep) and non-repeating (jtonorep).
To specify that rows can be repeating or non-repeating, add the following styles
between the <head> </head> tags of your HTML source document.
<style type="text/css">
jtonorep {}
jtorep {}
</style>

2. Optionally, change the default behavior.
The default behavior is to expand automatically every row that contains merge
fields. If your document has many rows with merge fields, but you want to repeat
only some of those rows, you can change the default behavior to repeat only rows
that contain merge fields when a tag specifies to repeat those rows.
To change the default behavior, add the following <meta> tag to the <head> section
of the HTML source document:
<meta name="jto_tables" content="no_repeat">
If this meta tag is not in the HTML source document, then the default behavior is
used. Adding this tag changes only the default behavior.
3. Identify the repeating and non-repeating rows.

After you have designed your document and you can see whether or not you want
to set the default behavior to repeat, you are ready to modify the HTML table rows
to indicate which rows should repeat and which rows should not repeat, as in the
following example.
If in the previous order form example, you want to add a single row at the bottom
of the table to show the order total, you would have the following HTML code:
<tr>
<th>Quantity</th>
<th>Unit Price</th><th>
Total Price</th>
</tr>
<tr>
</tr>
<tr>
<td colspan="4"> </td>
<td><b>{(ORDER_TOTAL)}</b></td>
</tr>
</table>
The SQL query would change to:

SELECT ITEM_NUMBER,

ITEM_DESCRIPTION,
QUANTITY,
UNIT_PRICE,
TOTAL_PRICE,
ORDER_TOTAL
FROM ORDERS
WHEREORDER_NUMBER = :my_order_number
PCDATA cannot be inserted: The default behavior repeats not only the item rows, but
the order total row is repeated for each row that the query returns. To change the
default, first add the new styles as described Step 1. Next, depending on whether or not
you changed the default behavior described as in Step 2, you need to make one of the
following changes.
Changing Default Behavior (Without Step 2 Addition)

The first row (the row with the table headers or <th> tags) does not have any merge
fields, so it will not be repeated.
The second row will automatically be repeated because it contains merge fields, and
you have not changed the default behavior. It can stay as it is.
The third row will also be repeated automatically, so you need to explicitly instruct it
not to repeat. To do this, you need to use the jtonorep class style that was defined in
step one. Change the third row from,
<tr>
</tr>
to
<tr class="jtonorep">
</tr>
This change specifies the class for this <tr> as jtonorep. When Fulfillment sees this
tag, it will not repeat this row. It will only write the row once regardless of the number
of rows that the query returns.
Altered Default Behavior Change

If you changed the default behavior as in Step 2, no rows will repeat. You need to tell
Fulfillment which row to repeat.
If the second row is the row that you want to repeat, change it from,
<tr>

</tr>
to
<tr class="jtorep">
</tr>
The line <class="jtorep"> was added to the <tr> element for the second row to tell
Fulfillment to repeat this row for each result row from the SQL query.
Additional Information
Whether or not you changed the default behavior by including the <meta> tag from
Step 2, you can use both attributes class="jtonorep" and class="jtorep" in the
same document. These attributes override the default behavior and specify what to
disregard. Also, these attributes only take affect where there are table rows with merge
fields. If there are no merge fields, no rows are repeated.
Because of HTML 4.01 specifications, multiple class names can be associated to the class
attribute. They simply need to be separated by white space. This is important if you
have a nicely formatted HTML document already that is using style sheets. You only
need to add jtorep or jtonorep to the necessary rows separated by white space.
Note: The class attribute must be in lowercase, and the class names
must be enclosed in double quotes, as in: <td class="jtorep">.
Conclusion
By using some standard HTML tags, Fulfillment can support both repeatable merge
field rows, as originally designed, and non-repeatable rows that allows for more flexible
formatting of Fulfillment documents using HTML tables.
HTML Examples
The following examples of HTML code demonstrate table order using the default
behavior and the altered behavior.
Order Table Using the Default Fulfillment Behavior
<html>
<head>
<title>Sample Order Table</title>

jtonorep {}
jtorep {}
</style>
</head>
<body>
<tr>
<th>Quantity</th>
<th>Unit Price</th>
</tr>
<tr>
</tr>
<tr class="jtonorep">
</tr>
</table>
</body>
</html>
Order Table Example With Altered Behavior
<html>
<head>
<title>Sample Order Table</title>
<meta name="jto_tables" content="no_repeat">
jtonorep {}
jtorep {}
</style>

</head>
<body>
<tr>
<th>Quantity</th>
<th>Unit Price</th>
</tr>
<tr class="jtorep">
</tr>
<tr>
</tr>
</table>
</body>
</html>
Server id and User id in create_fulfillment API Call

Is it necessary to pass Server id and User id for the create_fulfillment API call?
Server_id is not required, but user id is required.
Earlier, if a valid One-to-One Fulfillment Server was not associated with the user, API
would throw an error. Currently, the API checks for the One-to-One Fulfillment Server
that is associated with that user. If the API does not find any server associated with the
user, then the request is submitted to Server Id 5000 (the Rapid Install One-to-One
Fulfillment Server that is available out of the box). The Rapid Install Server must be
running to pick up these requests.
Sending a Request Through Multiple Media Types

How can I send the same request through multiple types of media, such as email, fax,
and print?

Fulfillment allows sending a document by using the supported media types EMAIL,
FAX and PRINT.
When GET_CONTENT_XML is called, the p_media_type parameter can be set to the
following combinations of values, depending on the requirements.
• p_media_type := 'EMAIL' or 'FAX' or 'PRINTER'
• or 'EMAIL,FAX,PRINTER'
• or 'EMAIL, FAX'
• or 'EMAIL, PRINTER'
• or 'FAX,PRINTER'
The sequence does not matter. Separate the media types with a comma. To successfully
send a message, ensure that proper values are passed for the parameters p_emai, p_fax
and p_printer.
Debugging
Use the following procedures to set and view debug logging for PL/SQL and the
Fulfillment Server.
PL/SQL Debugging
All logging is at the procedure level (Level 2). To debug at the API level, turn on
debugging, and set the logging level to Procedure or Statement.
To run a test script and enable debugging, call the following API before calling the
Fulfillment APIs.
l_session_id NUMBER :=1000;
fnd_global.initialize(l_session_id,1000,1000,1000,1000,1000,1000,100,100
,100,100,1000);
After the logging level is set and the application is initialized, whenever a request is
sent to the One-to-One Fulfillment API, a debug is written to the central repository.
To view all debugs, use the following procedure.
Login
HTML Administration

Responsibility
Prerequisites
None
Steps
1. Select the Settings tab > System sub tab >Messages link in the Debug Logging
group.
The Debug Log Viewer page appears.
2. In the fields, enter search criteria to define the search range.
3. In the Module field, reset the debug logging level by entering jtf.plsql%JTF_FM% .
4. Click View Log.

The Log Summary and Log Messages appear.
Server Debugging
For the server to write to the central logging repository, set the logging level to one of
the following levels:
• Event (Level 3)
• Procedure (Level 2)
• Statement (Level 1)
After a request is processed, use the following procedure to view logs.
Login
HTML Administration
Responsibility
Prerequisites
None

Steps
1. Select the Settings tab > System sub tab >Messages link in the Debug Logging
group.
The Debug Log Viewer page appears.
2. In the fields, enter search criteria to define the search range.
3. Do one of the following:

• In the Module field, reset the debug logging level by entering
jtf.fm.engine.logging%.
• If the request identifier is known, append it to the Module value, for example,
jtf.fm.engine.logging%12345% (assuming 12345 is the request
identifier).
• If the job is also known and the request identifier, add it to the Module value
also, for example, jtf.fm.engine.logging%12345%34% (assuming 35 is
the party identifier).
Troubleshooting the RightFax Integration

Q: What can I do if a fax request is sent and the Fulfillment Server is not set up to send
faxes?
A: If the Fulfillment Server receives a fax request and is not configured to send faxes, an
error will be logged in the Servers error log and Fulfillment History tables will note the
failure to send the fax.
Q: What can I do if a print request is sent and the Fulfillment Server is not set up to send
print jobs?
A: If the Fulfillment Server receives a print request and is not configured to send print
jobs, an error will be logged in the Servers error log and Fulfillment History tables will
note the failure to print.

6
Administration Tasks

• Managing Servers
• Setting the Fulfillment Server Start Time and Shutdown Time
• Setting the Interaction History Outcomes and Results
• Enabling the Unsubscribe Option in Email Requests
• Enabling Tracking for Email Requests
• Setting Up Bounceback
• Defining Print Servers and Printers for High-Quality Printing
• Configuring a Print Server for High-Quality Printing
• Configuring Printers for High-Quality Printing
• Managing Fulfillment Agent Groups
• Creating an Agent Group
• Adding an Agent to a Group
• Removing an Agent from a Group
• Assigning a Fulfillment Agent Group to a Fulfillment Server
• Managing Oracle Marketing Encyclopedia System Templates
• Creating a Template
• Assigning a Master Document to a Template
• Assigning Collateral to a Template
• Updating a Template
• Removing a Master Document from a Template
• Removing Collateral from a Template
• Managing Oracle Marketing Encyclopedia System Master Documents
Administration Tasks 6-1

• Creating an Oracle Marketing Encyclopedia System Master Document Using the
Text Editor
• Uploading an Oracle Marketing Encyclopedia System Master Document
• Updating an Oracle Marketing Encyclopedia System Master Document
• Viewing an Oracle Marketing Encyclopedia System Master Document
• Downloading an Oracle Marketing Encyclopedia System Master Document
• Assigning a Query to an Oracle Marketing Encyclopedia System Master Document
• Removing a Query From an Oracle Marketing Encyclopedia System Master
Document
• Viewing Oracle Marketing Online Collateral
• Managing Oracle Marketing Encyclopedia System Queries
• Creating a Query
• Updating a Query
• Viewing Oracle Marketing Encyclopedia System Master Documents Associated
With a Query
• Creating a Data Source File from a Query
• Managing Content
• Cover Letter Overview
• Understanding Cover Letter Content Types
• Queries
• Creating and Managing Cover Letter Content Types
• Creating Cover Letters
• Managing Fulfillment Requests
• Viewing the Status of a Fulfillment Request
• Canceling a Fulfillment Request
• Pausing or Resuming a Fulfillment Request
• Managing Fulfillment Request History
• Viewing the Details of a Fulfillment Request
• Viewing Failed Fulfillment Requests
• Viewing a Partially Successful Fulfillment Request
• Correcting a Malformed Email Job
• Viewing Job Details
• Resubmitting a Job

• Resubmitting a Fulfillment Request
• Deleting a History Entry
• Searching for a Fulfillment Request
• Using the Quick Find Feature
• Using Merge Fields
• Default and Wildcard Merge Delimiter Pairs
• Different Representations of the Same Character
• Using Encrypted Merge Fields
• Creating an RTF Form Document with Merge Fields
• Creating a PDF Form Document with Merge Fields
• Setting Up High Quality Printing
• Configuring the Printer
• Setting Up a Pasta Print Server
• Verifying the Printer Configuration
• Running Concurrent Programs
Managing Servers
Use the following procedures to administer the Fulfillment, email, print and fax servers.
• Setting the Fulfillment Server Start Time and Shutdown Time, page 6-4
• Setting the Interaction History Outcomes and Results, page 6-5
• Enabling the Unsubscribe Option in Email Requests, page 6-5
• Enabling Tracking for Email Requests, page 6-6
Note: In all Fulfillment server configuration options, for the

changes to take effect you must restart any running servers. The
information is gathered only once at startup.
See Also
• Configuring Servers, page 3-13

Setting the Fulfillment Server Start Time and Shutdown Time
Use this procedure to set the start and shutdown times for the Fulfillment Server. The
start and shutdown times indicate the times when the Fulfillment Server polls the
fulfillment request queues in the database. It does not physically start or stop the server.
You can set a start and shutdown time if you do not want the Fulfillment Server to
process fulfillment requests twenty-four hours a day.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Server tab > Server sub tab.
2. Click a Fulfillment Server name link.

3. From the Start Time lists, select the hour and minute for the time at which the
Fulfillment Server starts polling the fulfillment request queues in the database. It
does not physically start the server. If running, the server will continue to process
retrieved fulfillment requests even when it is not polling the database.
4. From the Shutdown Time lists, select the hour and minute for the time at which the
Fulfillment Server stops polling the fulfillment request queues in the database. It
does not physically stop the server. If running, the server will continue to process
retrieved fulfillment requests even when it is not polling the database.
5. Click Continue.
6. Restart any currently running Fulfillment servers for the changes to take effect.

Setting the Interaction History Outcomes and Results
Use this procedure to set the interaction history outcomes and results for processed
fulfillment requests.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Server tab > Server sub tab.

3. From the Request Outcome list, select the outcome that you want to associate with a
fulfillment request job that has been processed by the Fulfillment Server.
4. From the Request Success Result list, select the result that you want to associate
with a fulfillment request job that has been successfully processed by the
Fulfillment Server.
5. From the Request Failure Result list, select the result that you want to associate with
a fulfillment request job that has not been successfully processed by the Fulfillment
Server.
6. Click Continue.
Enabling the Unsubscribe Option in Email Requests

Use this procedure to enable the Fulfillment Server to insert a hypertext link into the
email content that will allow recipients to access their contact preferences in Oracle

Marketing.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Server tab.
2. Click a Fulfillment Server Name.

3. In the side panel, click Email Servers.

The Email Servers page appears.
4. Select Unsubscribe.
5. In both of the fields:

• HTML Unsubscribe link and URL
• Text Unsubscribe link and URL
you can enter a message that tells customers how to unsubscribe, and a URL by
which they can unsubscribe.
The fields are used for HTML and Text emails respectively.
6. Click Update.
Enabling Tracking for Email Requests

Use this procedure to enable the Fulfillment Server to track email statistics for all email
requests.

Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Server tab.

3. In the side panel, click Email Servers.

4. Select Track Email.
5. In the Tracking URL field, enter the HTML code that includes the URL that is called
when recipients open email.
6. Click Update.
Setting Up Bounceback
Bounceback management allows users to address outbound email messages so that
destination email servers send "bounces" back to a specific account. The address to
which the bounced messages are sent contain the request and job information, which
allows Oracle One-to-One Fulfillment to identify which email messages bounced.
Email administrators need to update the Sendmail configuration to direct bounced
messages into a single bounceback account. The configuration steps that are required
for Bounceback Management can be performed on both new and existing Fulfillment
Servers. Bounceback management does not affect the functionality that is provided with
Tracking or with the Unsubscribe feature.

Bounced messages are recorded. To determine the reason why a message bounced, a
user would have to perform an analysis outside of what Oracle One-to-One Fulfillment
provides.
Configuring Bounceback In Fulfillment Administration Console

Use the following procedure to configure email bounceback in the Administration
console.
Login
Fulfillment Administrator Console
Responsibility
Not Applicable
Prerequisites
Set up Sendmail
Steps
1. Select the Server tab > server name > Email Servers.
2. In the Bounceback Management group, select the Enable Bounceback option.

This option instructs the Fulfillment Server to create the bounceback monitoring
thread when it starts, and to append the bounceback information as the From
address on outgoing email messages.
3. Enter the host name or IP address of the IMAP host where the bounce account has
been created.
4. Add the IMAP port. The default IMAP port is 143.
5. Enter the account name and the account password.
6. Select a run frequency. The run frequency indicates how often the bounceback
monitoring thread will run. A typical Run Frequency is every two hours. Set this
value lower if you need quicker results and are sending large volumes of email. Set
this value higher if you are not concerned with recording bounceback messages.
The difference is that they will be recorded, but if you only have it run every twelve
hours, updates to the counts are only done in that interval.
When running, the thread connects to the bounces account and scans the inbox for

any new messages. For each new message, it updates the database. When you view
the request history, you can see the number of bounced messages in a particular
request.
7. Enter a Return Path. The return path should be the email address for the bounce
account, for example, [email protected].
8. Restart the Fulfillment server for the changes to take effect.
Defining Print Servers and Printers for High-Quality Printing

The Printer tab is only for users of Oracle E-Business Suite Applications to configure
print servers and printers that are used with High-Quality Printing.
Tasks
• Configuring a Print Server for High-Quality Printing, page 6-9
• Configuring Printers for High-Quality Printing, page 6-10
Configuring a Print Server for High-Quality Printing

Use the following procedure to create a print server.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. Click a server name.
3. Click Print Servers.

4. Click Create New Print Server.

The Create Print Server page appears.
5. In the Print Server Name field, type a descriptive name for the print server.
6. For printing RTF or PDF documents, in the Connection String field, type the URL or
IP address of the print server.
7. From the Server Type list, select Pasta.
8. Click Apply.
Configuring Printers for High-Quality Printing

Use the following procedure to associate printers with a printer server.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. Click a server name.
3. Click Print Servers.

4. Click a print server Name.

The Update Print Server page appears.
5. Click Create Printer.

The Create Printer page appears.
6. In the Printer Name field, type a descriptive name for this printer.
7. Optionally, in the Description field, type a description of this printer.
8. In the Network Name field, type the printer name that identifies this printer on
your local area network.
9. Click Apply.
The Update Print Server page appears.
Managing Fulfillment Agent Groups

Use the Group sub tab to create a fulfillment agent group and assign the fulfillment
agent group to a Fulfillment Server.
Tasks
• Creating an Agent Group, page 6-11
• Adding an Agent to a Group, page 6-12
• Removing an Agent from a Group, page 6-13
• Assigning a Fulfillment Agent Group to a Fulfillment Server, page 6-14
Creating an Agent Group

Use this procedure to define a group of agents for fulfillment processing.
Login
HTML Login URL
Responsibility
Prerequisites
Create user accounts for agents.

Steps
1. Click the Group tab > Groups sub tab.
The Groups page appears.
2. Click Create.
The Create Group page appears.
3. In the Group Name field, enter a unique name for the group.
You cannot change this field after the server is saved.
4. Optionally, in the Description field, enter a description of the group.

5. From the Server Name list, select the name of the Fulfillment Server.
Note: Each fulfillment agent group must be linked to a Fulfillment

Server. However, if you have not created a Fulfillment Server, you
can return to the Group tab and select a Fulfillment Server later.
6. Add agents to the group.

1. In the Agent area, in the Name column, type a user name or other search
criteria, and then click Go.
You may search for a user name using character strings and the wildcard
symbol (%). For example, to find user names starting with A, type A%.
The Select Agent page appears. The search results are listed.
2. To modify your search, type new search criteria in the Search field and then
click Search.
3. Click a user name.

The Create Group page appears. The user name appears in the Agents area.
7. Click Create.
Adding an Agent to a Group

Use this procedure to add an agent to a fulfillment agent group.

Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. Click a group name.

The Group Detail page appears.
3. In the Agent area, in the Name column, type a user name or other search criteria,
and then click Go.
You may search for a user name using character strings and the wildcard symbol
(%). For example, to find user names starting with A, type A%.
To clear the search criteria, click the Restore button.
The Select Agent page appears. The search results are listed.
4. To modify the search, type new search criteria in the Search field and then click
Search.
5. Click a user name.

The Group Detail page appears. The user name appears in the Agents area.
6. Click Update.
Removing an Agent from a Group

Use this procedure to remove an agent from a Fulfillment agent group.
Login
HTML Login URL

Responsibility
Prerequisites
None
Steps
1. Click the Group tab.
2. Click the Groups sub tab.


4. In the Agent area, select the Remove box for the agent that you want to remove
from the agent group.
5. Click Update.
The agent is removed from the agent group and the Groups page appears.
Assigning a Fulfillment Agent Group to a Fulfillment Server

Use this procedure to assign a fulfilment agent group to a Fulfillment Server.
Login
HTML Login URL
Responsibility
Prerequisites
• Create user accounts for agents.
• Create a fulfillment agent group.
• Configure a fulfillment server.

Steps

3. From the Server Name list, select a Fulfillment Server.
4. Click Update.
Managing Oracle Marketing Encyclopedia System Templates

Use the Template sub tab to manage groupings of Oracle Marketing Encyclopedia
System master documents and OMO collateral items.
Tasks
• Creating a Template, page 6-15
• Assigning a Master Document to a Template, page 6-17
• Assigning Collateral to a Template, page 6-18
• Updating a Template, page 6-19
• Removing a Master Document from a Template, page 6-20
• Removing Collateral from a Template, page 6-21
Creating a Template
Use this procedure to create a grouping of Oracle Marketing Encyclopedia System
master documents and Oracle Marketing collateral items (also called deliverables).
Login
HTML Login URL

Responsibility
Prerequisites
Create master document and at least one master document collateral.
Steps
1. Click the MES Templates tab > Template sub tab.
The Templates page appears.
2. Click Create.
The Create Template page appears.
3. Enter the details about the template.

1. In the Template Name field, type a unique name for the template.
2. From the Status list, choose the status of the template.

• Active: The template is available for fulfillment requests.
• Inactive: The template is not available for fulfillment requests.
You have the following options:
3. Optionally, in the Description, type a description of the template.

4. Click Continue.
The Template Master Document window opens.
4. Add one or more master documents to the template.

1. In the Master Documents area, in the Name column, type a master document
name or other search criteria, and then click Go.
You may search for a master document using character strings and the
wildcard symbol (%). For example, to find master documents starting with A,
A%.
To clear the search criteria, click Restore.
The Select Master Document page appears. The search results are listed.

click Search.
3. Click Select next to the master document name.
4. Click Update.
The View Template page appears.
5. Optionally, to add one or more collateral to the template, click Collateral.

1. In the Collateral area, in the Name column, type a collateral name or other
search criteria, and then click Go.
You may search for collateral using character strings and the wildcard symbol
(%). For example, to find collateral starting with A, A%.
If you want to clear the search criteria, then click Clear.
The Select Collateral page appears, listing the search results.
click Search.
3. Click Select next to the collateral name.
4. Click Update.
Assigning a Master Document to a Template

Use this procedure to associate a master document with a template.
Login
HTML Login URL
Responsibility
Prerequisites
• Create a template.
• Create a master document.

Steps
2. Click a template name.
3. In the side panel, click Master Documents.

4. In the Master Documents area, in the Name column, type a master document name
or other search criteria, and then click Go.
You may search for a master document using character strings and the wildcard
symbol (%). For example, to find master documents starting with A, A%.
The Select Master Document page appears. The search results are listed.
5. If you want to modify your search, type new search criteria in the Search field and
then click Search.
6. Click Select next to a master document name, then click Update.

You have associated the master document with the template that you selected in
step 2.
Assigning Collateral to a Template

Use this procedure to associate a collateral item with a template.
Login
HTML Login URL
Responsibility
Prerequisites
• Create a template.
• Create collateral.

Responsibility
Steps
3. In the side panel, click Collateral.

4. In the Collateral area, in the Name column, type a collateral name or other search
criteria, and then click Go.
You may search for collateral using character strings and the wildcard symbol (%).
For example, to find collateral starting with A, A%.
The Select Collateral page appears. The search results are listed.
5. To modify your search, type new search criteria in the Search field and then click
Search.
6. Click Select next to a collateral name.
7. Click Update.
Updating a Template
Use this procedure to update a template.
Login
HTML Login URL
Responsibility

Prerequisites
None
Steps
2. Click a template name link.

3. From the Status list, select the status of the template.

• Active: The template is available for fulfillment requests.
• Inactive: The template is not available for fulfillment requests.
4. Optionally, in the Template Description field, type a description about the template.
5. Click Update.
Removing a Master Document from a Template

Use this procedure to remove a master document from a template.
Login
HTML Login URL
Responsibility

Prerequisites
None
Steps
3. In the side panel, click Master Documents.

4. Select the Remove box for the master document that you want to remove from the
template.
5. Click Update.
The master document is disassociated from the template and the Master Document
list in the View Template page is refreshed.
Removing Collateral from a Template

Use this procedure to disassociate a collateral item from a template.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps

3. In the side panel, click Collateral.

4. Select Remove next to the collateral name.
5. Click Update.
The collateral is disassociated from the template. The Collateral list in the View
Template page is refreshed.
Managing Oracle Marketing Encyclopedia System Master Documents

Use the Master Document sub tab to manage documents that are stored in Oracle
Marketing Encyclopedia System. The content in the document becomes the body of the
fulfillment email or fax print job.
Tasks
• Creating an Oracle Marketing Encyclopedia System Master Document Using the
Text Editor, page 6-22
• Uploading an Oracle Marketing Encyclopedia System Master Document, page 6-24
• Updating an Oracle Marketing Encyclopedia System Master Document, page 6-25
• Viewing an Oracle Marketing Encyclopedia System Master Document, page 6-26
• Downloading an Oracle Marketing Encyclopedia System Master Document, page 6-

26
• Assigning a Query to an Oracle Marketing Encyclopedia System Master Document,

page 6-27
• Removing a Query From an Oracle Marketing Encyclopedia System Master

Document, page 6-27
Creating an Oracle Marketing Encyclopedia System Master Document

Using the Text Editor
Use this procedure to create a master document using the text editor in Oracle

One-to-One Fulfillment. The master document will be saved in Oracle Marketing
Encyclopedia System.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the MES Templates tab > Master Document sub tab.
The Master Document page appears.
2. Click Create and Upload.

The Master Document Editor page appears.
3. In the Master Document Name field, type a unique name for the master document.
When you save the document, the body of the fulfillment document will be saved
with this name (for example, name.htm). In addition, the name will appear in list
of documents in Oracle One-to-One Fulfillment and the business application. You
cannot change this field after the document is saved.
4. If you want to compose the master document using plain text, click the Change to
Plain Text Mode link.
5. If you want to compose the master document using formatted text, click the Change
to Rich Text Mode link.
A formatting tool bar appears.
6. If you want to insert a merge field derived from a query, then do the following:
1. In the SQL Merge Field field, click Create Query.
The SQL Editor page appears.
2. In the Query Name field, type a unique name for the query.
You cannot change this field after the server is saved.

3. Optionally, in the Query Description field, enter a description of the query.
4. In the SQL Query field, type the SQL statement.
Note: Do not insert a semicolon (;) at the end of the SQL

statement.
5. Click Validate SQL and Save.

If the syntax is valid, the SQL Editor page closes and the Master Document
Editor page refreshes. The text of the query appears in the SQL Query field. The
aliases (or columns, if there are no aliases) in the query appear in the SQL
merge field list. The query is saved in Oracle Marketing Encyclopedia System
and appears in the Query list.
If you want to edit the SQL statement, click the Edit link.
Merge fields are the fields available from the query.
6. From the SQL/Merge Field list, select a merge field.
7. Place the cursor in the document area.
8. Click Insert.
7. If you want to manually create a merge field, then in the Custom Merge Field, type
a merge field from the query and then click Insert.
The merge field is inserted into the document.
8. Click Save.
The Master Documents page appears. The master document appears in the list and
if a query was created when the master document was created, the query appears in
the Query list. The document is saved with an htm extension.
Uploading an Oracle Marketing Encyclopedia System Master Document

Use this procedure to upload a document to the Oracle Marketing Encyclopedia System
as a master document.
Login
HTML Login URL

Responsibility
Prerequisites
None
Steps
2. Click Upload.
The Update Master Document page appears.
3. In the File Name field, click the Browse button to navigate to the directory that
contains the document.
Note that the name of the file is the name of the document that will appear in the
Master Documents list. You will not be able to change this name later.
4. Select the master document.
5. Click Upload.
The Upload Master Document page refreshes.
6. Optionally, in the Description field, type a description of the Master Document.
7. Optionally, from the Query list, select the query that you want to associate with the
master document.
8. Click Upload.
Updating an Oracle Marketing Encyclopedia System Master Document

To update a document that has been uploaded to Oracle Marketing Encyclopedia
System, upload the document again. The document will have a unique numerical
identifier even if it has the same name as a previously uploaded document. Therefore,
the list of Oracle Marketing Encyclopedia System master documents may contain more
than one document with the same name.

Viewing an Oracle Marketing Encyclopedia System Master Document
Use this procedure to view an Oracle Marketing Encyclopedia System master
document.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. Click a master document name link.
3. If the document is an HTML file, then the file appears in a new browser window.
4. If the document is a Zip file, then a File Download window appears.

You can open or save the Zip file.
Downloading an Oracle Marketing Encyclopedia System Master Document

Use this procedure to download an Oracle Marketing Encyclopedia System master
document to a local file system.
Login
HTML Login URL
Responsibility

Prerequisites
None
Steps
2. Right-click a master document name link.

You can open or save the file.
Assigning a Query to an Oracle Marketing Encyclopedia System Master

Document
Use this procedure to assign a query to an Oracle Marketing Encyclopedia System
master document.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. From the Query list, select a query.
Removing a Query From an Oracle Marketing Encyclopedia System Master

Document
Use this procedure to remove a query from an Oracle Marketing Encyclopedia System

master document.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. From the Query list, select No Query.
Viewing Oracle Marketing Online Collateral

Use the Template tab > Collateral sub tab to view a list of the collateral items (called
"deliverables" in Oracle Marketing) that are available in Oracle Marketing Online.
Collateral items are attached to Fulfillment email.
Managing Oracle Marketing Encyclopedia System Queries

Use the Query sub tab to manage queries for Oracle Marketing Encyclopedia System
Master Documents. These queries supply data for dynamic Oracle Marketing
Encyclopedia System master documents.
Tasks
• Creating a Query, page 6-29
• Updating a Query, page 6-30
• Viewing Oracle Marketing Encyclopedia System Master Documents Associated

with a Query, page 6-30

• Creating a Data Source File from a Query, page 6-31
Creating a Query
Use this procedure to create a query.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Query tab > Query sub tab.
The Queries page appears.
2. Click Create.
The Create Query page appears.
3. In the Query Name field, type a unique name for the query.
You cannot change this field after the query is saved.
4. Optionally, in the Description field, enter a description of the query.

5. In the SQL Query field, type the SQL SELECT statement.
6. Click Validate SQL.

If the syntax of the statement is valid and there are no bind variables, then the
query is saved and Queries page appears.
If there are bind variables, then you will have to supply the bind variable before the
query can be saved.

Updating a Query
Use this procedure to update a query.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. Click a query name link.

3. Optionally, in the Description field, enter a description of the query.

4. In the SQL Query field, type the SQL SELECT statement.
5. Click Validate SQL.
Viewing Oracle Marketing Encyclopedia System Master Documents

Associated With a Query
Use this procedure to view a list of the Oracle Marketing Encyclopedia System Master
Documents that use a query.
Login
HTML Login URL

Responsibility
Prerequisites
None
Steps
2. Click a query name link.

The Create Query page appears. The master documents that use the query appear
under the Documents Using Query heading.
Creating a Data Source File from a Query

Use the data source sub tab to download a list of merge fields for a query. The text file
can be used by other tools, such as Microsoft Word, to create a master document that
can be uploaded to Oracle Marketing Encyclopedia System.
Use this procedure to download a list of merge fields for a query.
Login
HTML Login URL
Responsibility
Prerequisites
Create a query.
Steps
1. Click the Query tab > Datasource sub tab.
The Create Datasource page appears.
2. From the Query Name list, select a query.

3. ClickCreate.
The data source file is created and the Create Datasource page refreshes. The data
source file is a text file with the column headings or aliases.
4. Use the Datasource file link to download the data source file.
5. To open the data source file, right-click the Datasource file link and choose Open.
The Datasource appears in a separate browser window.
6. To save the data source file, right-click the Datasource file link and choose Save
Target As.
7. Navigate to the desired save location.
8. Optionally, modify the file name.

The save type should be Text Document.
9. Click Save.
Managing Content
This chapter explains the concepts to create cover letter content types and cover letters.
Sections in this topic includes:
• Cover Letter Overview, page 6-32
• Understanding Cover Letter Content Types, page 6-33
• Queries, page 6-35
• Creating and Managing Cover Letter Content Types, page 6-36
• Creating Cover Letters, page 6-39
Cover Letter Overview

A cover letter is the document that is received by the customer. It can be defined as an
outbound content sent to consumers about an offer. It is used to communicate about an
offer, information or a message. Typically, a cover letter is created by marketers. It can
contain attachments such as data sheets, white papers, analyst reports, press releases,
and so on. The cover letters are fulfilled through email, fax, and print channels.
The content is stored in Oracle Content Manager (OCM) central repository. The
advantages of using OCM are that it:

• Ensures that the message is consistent, when executed through all channels of
execution.
• Helps organizations to maintain the integrity of the content and keep track of its
usage.
• Allows organizations to maintain control over the content by giving users the access
permissions on folders, by creating content type groups, and by having approval
process to approve the content.
• Restricts users to access the content by having access permissions on folders,

creating content type groups, and approval process.
Understanding Cover Letter Content Types

A cover letter content type is like a setup template that you can use while creating a
content. It provides best practices that enable you to create standardized content. It
contains detailed information such as attributes, data types, and blocks that are
required to create a cover letter. To enable this, few seeded content types are available.
Only administrators can create content types.
While creating content types, you can:
• Restrict the content type to be made available to only certain groups by mapping
them to content type groups such as email, print, and fax.
• Decide to set default attributes for the cover letters.
• Set the attributes so they cannot be updated.
• Specify the style sheet to be mapped to the content type.
• Associate multiple style sheets to a content type. This feature enables users to view
the content or attachments using any style sheet that is associated with it. Also, a
default style sheet can be mapped to the content type.
Other users can duplicate the seeded content types and modify their structures by
updating the attributes.
1. If the content type is used to create a cover letter or has the status In
Progress, you cannot update the content type.
2. To create cover letters and content type groups that are relevant to
cover letters, you must use the options that are provided with
Cover Letters and not the generic Oracle Content Manager UI.

3. To map the content types to different groups, you must use this UI
and not the Oracle Content Manager Content Type Groups UI.
Content Type Summary Page

In the Content Type Summary page, you can choose to view all, seeded, or inactive
content types. The results are displayed in a tabular format listing the content type
details such as the owner's name, its status, and so on.
Cover Letter Content Type Attributes

To create new content types, you can either copy seeded content types or create new
ones based on the following attributes:
General
In this region, enter the name of the content type, select the status, and the content type
group. Only if the status of the content type is active, you can select it to create cover
letters. You can also select a default style sheet for the cover letter.
For more information on style sheets, see Oracle Content Manager Implementation and
Administration Guide.
Header, Content Block, and Footer

You can use these regions to provide content in text format and images. Typically, the
header and footer regions are used to provide corporate address, copyrights, contact
information, terms and conditions, company logo, and so on. You can also define a
default cover letter and set it so it cannot be updated.
If these regions are enabled, then while creating cover letters, users can select a live and
approved version of the content from the repository based on their permissions.
Body
You can enter the HTML text for emails in this region. For non-HTML compliant users,
you can display the content in text format. If the content type has a query associated
with it, then you can choose to embed the merge fields. You can select one or more
merge fields from the associated query to embed in the cover letter. These are written in
SQL (Structured Query Language) format. Query items are stored in Oracle Content
Manager (OCM) as cover letters of type Query.
Typically, queries are created and modified by the Marketing Administrators. For more
information on Queries, see Oracle Marketing User Guide.

Attachments
You can send attachments of any file type with emails and faxes. But only .rtf and .pdf
file attachments can be printed.
In emails, you can send binary files as attachments. You can specify the attachment
details in this region. If this region is enabled, then while creating cover letters users can
search the attachments based on cover letter name, description, and that are associated
with Products or Offers. The search returns all cover letters that are live and approved
from the repository, based on the permissions that you have.
Queries
Queries are Structured Query Language (SQL) statements that generate selected data
from a database. A query determines which records meet the defined criteria, and
returns the matched records.
Queries are the source for the mail merge fields that can be embedded in the cover letter
body. They are used to generate personalized tags for mail merge, which are fulfilled by
Oracle One-to-One Fulfillment, at the time of execution. The Queries page lists all the
queries. You can select an existing query to view the details or click the Create button to
create a new query.
For details on queries, see Oracle Marketing User Guide.
Use the following procedure to create and update queries.
Creating and Updating Queries
Prerequisites
None
Steps
1. Login with the One-to-One Fulfillment Administrator responsibility and navigate to
Content > Query.
2. Click Create.
3. In the Name field, enter a unique name for the query
4. Optionally, in the Description field, enter a description for the query
5. In the Query SQL field, enter the SQL SELECT statement.

It is not necessary to a semi-colon (;) at the end of the SELECT statement.
6. Click Create.
The query is created with a status of In Progress.
7. To update a query, select the query and click Update.

• You can update the queries with status In Progress and Submit for Approval.
• You cannot update the queries with status Approved.
• In the Update Query page, update the required fields and click Update.
Creating and Managing Cover Letter Content Types

Only administrators can create content types. The following figure depicts the process
to create a cover letter content type.
The preceding figure illustrates the following process:

• Map the content type to different groups such as email, fax, and Print.
• Define the requirements for the cover letters, such as header, body, email blocks,
queries, and footer.
• Define if the blocks must be displayed and set the default values.
• Define if the content can be updated.

• Create active content types so that they are available to create cover letters.
• Specify the default style sheet for the content type.

The seeded style sheet (provided by OCM) is selected by default.
Note: Oracle recommends that you understand the requirements of

your organization before you define the attributes for the content
type. After a content type is used to create a cover letter, you
cannot update it, you must first duplicate it and update the copy.
Use the following procedure to create and manage cover letter content types.
Prerequisites
None
Steps
Content > Content Type.
2. Click Create.
The Create Content Type page appears.
3. In the General region, enter details in all the mandatory fields.

1. Select the status to be active so that it is available to create cover letters.
2. Select the groups for which the content type must be available.
3. Select a default style sheet.
4. To define Header attributes for the content type, select the appropriate Display
check boxes.
1. To default the content in the Header Block and Header Image regions, select a
value from the Search list.
2. Select a value for the Updateable field from the drop-down list. While creating
a cover letter, this field indicates if the default value can be updated by the user
or not.
3. Select a value for the Required field from the drop-down list. While creating a
cover letter, this field indicates if this field must be a mandatory field.

5. To select a query for the mail merge in the body of the cover letter, select a query
from the Search list.
6. To define a content block in the Content Blocks region, select a value from the
Search list.
1. To default the content in the Content Block, select a value from the Search list.
2. Select a value for the Updateable field from the drop-down list. While creating
a cover letter, this field indicates if the default value can be updated by the user
or not. This is applicable for all the fields in other regions also.
3. Select a value for the Required field from the drop-down list. While creating a
cover letter, this field indicates if this field must be a mandatory field. This is
applicable for all the fields in other regions also.
7. To define Footer attributes for the Content Type, select the appropriate Display
check boxes.
1. To default a content in the Footer Block and Footer Image regions, select a value
from the Search list.
2. Select a value for the Updateable field from the drop-down list.
3. Select a value for the Required field from the drop-down list.
8. To define an attachment in the Attachments region, select a file from the Search list.
1. Select a value for the Updateable field from the drop-down list.
2. Select a value for the Required field from the drop-down list.
9. Optionally, to preview the selected attribute, click the Preview icon.
10. Click Save.
The cover letter content type is created.
11. To update a content type:
1. Select the content type and click Update.

The Create Content Type page appears displaying the content type details.
2. Update the required fields and click Apply.

The content type is updated.
12. To duplicate a content type Select the content type and click Duplicate.

A duplicate copy of the content type is created.
13. To delete a content type Select the content type and click Delete.
The content type is deleted.
Creating Cover Letters

To create cover letter contents you must:
1. Select a cover letter content type from the Create list and click the Go button.
2. Provide content details.
Note: The content type, which you select determines the content
details that you must provide.
Selecting a Content Type

You must select a content type from the Cover Letter Summary page. In this page, select
a content type from the Create list and click the Go button. In this page you also:
• Sort content types based on the Content Type Group.
• List all the cover letters that are created using a particular content type.
• Search cover letters based on the owner, name, location, last update date, version,
and description.
Cover letter contents are stored in folders. For more information on folders and
permissions, see Oracle Content Manager Implementation and Administration Guide.
Use the following procedure to create cover letters.
Prerequisites
A content type must exist.
Steps
Content > Cover Letter.
2. Select a content type from the Create list and click Go.
The Create Content page appears.

3. Enter name, description, owner, and location details in the respective fields.
4. In the Header region, select the values for content block and content image from the
Search list.
1. This region is enabled only if it is defined while creating the selected content
type. You can select cover letters of type Image or Content Blocks from a list of
values. The search result lists all the cover letters that you have access, which
are live versions.
2. If this region is enabled, then you can select images or content blocks for the
body header.
3. While defining the content type, if the fields are defined as non-updatable
fields, then you cannot update them. You can only view the defined values.
4. To add more content blocks and images, click Add another Row. The order in
which you add the contents are maintained during execution.
5. In the Body region, enter the text for the email and fax body.
1. You can enter the content for the email in an HTML format. If the email is for
non-html clients, you can choose to display the email content in text format by
clicking Edit Text Version. The content created for Fax groups will display the
content in HTML format.
2. If the content type has any query associated with it, you can insert mail merge
fields based on the available fields, either individually or all at once.
3. Users can insert mail merge fields based on the available fields.
4. To add the query mail merge fields individually, select the query and click <.
Optionally, to add all the queries for mail merge, click the double < symbol.
6. In the Content Blocks region, select a content block from the Search list.
You can add another content block in the Content Block region by clicking the Add
Another Row button and selecting a content block from the Search list.
7. In the Footer region, select the values for content block and content image from the
Search list.
You can add another content block in the Footer region by clicking the Add
Another Row button and selecting a content block from the Search list.
8. In the Attachments region, select the file for the attachment from the Search list. All
the files in the repository are displayed.

1. You can search for attachments that are associated with Products or Offers,
which are part of the campaign schedule. The search result lists all the cover
letters that you have access and which are live versions.
2. You can also upload attachments from the desktop. By default, the attachments
are saved in the same folder as the cover letter. You can select a different folder
for which you have the Create Item permission.
3. You can add another content block by clicking the Add Another Row button
and selecting a content block from the Search list.
9. In the Content Renditions region, you can upload .pdf file for email content.
• This region is enabled only for Print groups.
• You can upload .pdf or .rtf files for as the print renditions for cover letters. The
.pdf or .rtf files may contain merge fields which are related to the query
associated with the cover letter.
10. Optionally, click Save for Later.
The cover letter is created with the status In Progress. This option enables you to
create an item, and update it later.
11. Optionally, to preview the content, click Preview.
• You can preview a content, only if you have selected the Save for Later option.
• You can also preview the content in text format.
12. Click Submit for Approval.
The cover letter is submitted for approval.
Submitting for Approvals

After submitting the cover letter content for approval, one of the following happens:
• The cover letter is submitted for approval based on the status of the cover letter or
any of the attachments.
• If any of the attachments are in Rework status or In Progress status, you cannot
submit the cover letter content for approval.
• If all the attachments are approved, then the content goes through OCM Content
Approval process. The status of the cover letter content changes to Submitted. You
cannot update the content in this status.
• A cover letter is approved only after all its components are approved.

Searching for Cover Letters
In the Cover Letter Summary page, you can narrow the search based on the content
type groups, that is, email, fax, and print. You can also search for cover letters based on
the parameters such as cover letter name, description, folder location, and last update
The search returns all live versions of the cover letters for which you have read access
permissions. The live versions are the latest approved versions of the item. There may
be later versions of the item, which are In Progress status. You cannot update such
items.
Note: You must not edit the cover letter content types and cover letters
in the generic OCM UI as the attributes may not be displayed correctly.
Managing Fulfillment Requests

Use the Status sub tab to view the status of fulfillment requests that have not been
completely processed.
Tasks
• Viewing the Status of a Fulfillment Request, page 6-42
• Canceling a Fulfillment Request, page 6-43
• Pausing or Resuming a Fulfillment Request, page 1-16
Viewing the Status of a Fulfillment Request

Use the following procedure to view the status of a fulfillment request.
Login
HTML Login URL
Responsibility
Prerequisites
None

Steps
1. Click the Status tab.
2. Click the Status sub tab.

The Request Status page appears.
3. From the View list, select a view type.

• Submitted: Requests that have been submitted to the Advanced Queue but not
yet picked up by the Fulfillment Server.
• Re-submitted: Original Fulfillment requests that have been resubmitted to the

Advanced Queue.
• In Process: Requests being processed.
• Previewed: This option is no longer in use.
4. Click a request identifier link.

The View Status page appears.
Canceling a Fulfillment Request

Use this procedure to cancel a fulfillment request that is in the queue or is being
processed.
Note: With the exception of mass requests, when the Fulfillment Server
retrieves a fulfillment request from the request queue, the fulfillment
request cannot be canceled.
Login
HTML Login URL
Responsibility
Prerequisites
None

Steps
1. Click the Status tab > Status sub tab.
2. From the View list, select All, Submitted, Re-Submitted, or In Progress.
3. In the Action column of the request, click Cancel.

The page refreshes and the canceled request is no longer available.
To view the canceled request, see Managing Fulfillment Request History, page 6-45
.
Pausing or Resuming a Fulfillment Request

Use this procedure to pause or resume a fulfillment request that is in progress.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Click the Status tab > Status sub tab.
2. From the View list, select In Progress.
3. In the Pause/Resume column, do one of the following:

• To temporarily stop a request, click Pause.
• To continue a paused request, click Resume.

To view any jobs in the request that have already been processed, see Managing
Fulfillment Request History, page 6-45.

Managing Fulfillment Request History
Use the History sub tab to view the history of fulfillment requests that have been
processed, successfully or unsuccessfully, by a Fulfillment Server.
Tasks
• Viewing the Details of a Fulfillment Request, page 6-45
• Viewing the Details of a Fulfillment Request, page 6-45
• Viewing Failed Fulfillment Requests, page 6-48
• Viewing a Partially Successful Fulfillment Request, page 6-48
• Correcting a Malformed Email Job, page 6-49
• Viewing Job Details, page 6-50
• Resubmitting a Fulfillment Request, page 6-53
• Resubmitting a Job, page 6-52
• Deleting a History Entry, page 6-53
• Searching for a Fulfillment Request, page 6-54
Viewing the Details of a Fulfillment Request

Use this procedure to view the details of a fulfillment request.
Login
HTML Login URL
Responsibility
Prerequisites
None

Steps
1. Click the Status tab > History sub tab.
The Request Summary page appears.
2. From the View list, select which status of requests to view.

• All
• Cancelled
• Failed
• Partially Successful
• Stalled
• Successful
The page refreshes and lists all requests of the selected status.
• Request Identifier: Request identification number
• Server Name: Name of the server that processed the request
• Agent: Name of the agent who submitted the request
• Submitted: Date and time that the request was submitted
• Completed: Date and time that the request was completed
• Outcome: Outcome of the request: Successful, Failed, Partially Successful,

Cancelled, Stalled, Email Sent, Writing Log
• Parent Request Identifier: Request identification number and link to the original
(parent) request
• Request Type: Single or Test
• Channel: Email, Print, Fax, or Multi (such as fax and email)
The Statistics group lists the following details.

• Fax
• Sent: Number of fax messages sent
• Not Sent: Number of fax messages not sent

• Print
• Sent: Number of print items sent to the printer
• Not Sent: Number of print items not sent to the printer
• Email
• Sent: Number of email messages sent
• Opened: Number of email messages opened by the recipient. (The Count is

displayed only if the relevant profile, Email Tracking is enabled.)
• Unopened: Number of email messages not yet opened by the recipient
• Not Sent: email message prepared but not sent
• Malformed: Number of email messages with invalid addresses
• Do not contact: Number of email messages whose recipients are flagged

"Do not contact" in the Customer Database
• Other Failures: Number of email messages that could not be sent because of
other reasons
• Bounced: Number of bounced email messages received for this request
• Unsubscribed: Number of email recipients who chose to unsubscribe from

the email recipients list
• Resubmitted Malformed: Number of malformed email messages that have

been corrected and reprocessed
• The Content Details group lists information about the content:

• Content ID
• Content Number, the total number of content items. For example, a cover
letter plus an attachment would be listed in two separate rows in the
Content Details table. Content Number 1 would be the main content (the
HTML or RTF form document) and Content Number 2 would be the static
attachment.
• Content Name, with a link to view the content, such as an HTML or RTF
file
• Content Type, such as a query, HTML rendition, RTF rendition, collateral

or data
• Store, such as Oracle MarketView, Marketing Encyclopedia System, or

Oracle iContent (Oracle Content Manager)
3. Click the number of a Request Identifier.

The Request Details page appears.
Viewing Failed Fulfillment Requests

Use this procedure to see a list of failed requests.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
1. Select the Status tab > History sub tab.
2. From the View list, select Failed.

The page refreshes and lists the requests marked as failed in the Outcome column.
3. Click a Request Identifier number.

The Request Details page appears. The Failure Details group shows the Outcome
Description.
Viewing a Partially Successful Fulfillment Request

Use this procedure to see a partially successful fulfillment request.

Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
2. From the View list, select Partially Successful.

The page refreshes and lists the partially successful requests.
3. Click the number of a Request Identifier.

4. In the Statistics group, click the linked number of the Not Sent items.
The Failures page appears, listing each failed job and the reason for failure.
Correcting a Malformed Email Job

Use this procedure to correct an improperly addressed email request.
Login
HTML Login URL
Responsibility
Prerequisites
None

Steps
2. Click the Request Identifier number of the malformed email request.

3. In the Statistics group, click the number that corresponds to Malformed.

The Resubmit Malformed Email Jobs page appears. The incorrect address is in the
Email Address column.
4. In the Correct Email Address field, enter the email address.
5. Click Resubmit.
A new single Fulfillment request will be submitted for each corrected email that is
resubmitted. The original request identifier appears in the Parent Request Identifier
of the Request Summary page.
Viewing Job Details

Use this procedure to see job details, such as customer information, content, and failure
details.
Login
HTML Login URL
Responsibility
Prerequisites
Submit at least one job.
Steps

2. Click the number of the Request Identifier.
3. In the Job Details group, click the number of the Job.

The Job Details page appears, listing the following information groups.
• Customer Information:
• Customer Identifier
• Customer Name
• Email Address: Email address of the recipient
• Fax Number
• Printer Address: Name of the printer to which the request was sent
• Content Details:
• Content ID
• Content Number, the total number of content items. For example, a cover
letter plus an attachment would be listed in two separate rows in the
Content Details table. Content Number 1 would be the main content (the
HTML or RTF form document) and Content Number 2 would be the static
attachment.
• Content Name, with a link to view the content, such as an HTML or RTF
file
• Content Type, such as a query, HTML rendition, RTF rendition, collateral

or data
• Store, such as Oracle MarketView, Marketing Encyclopedia System, or

Oracle iContent (Oracle Content Manager)
• Failure Details (Only applicable if the request was partially successful):

• Channel: Email, Fax, and Print
• Address: Email address, fax number, or printer
• Reason: Cause for the failure

Resubmitting a Job
Use this procedure to resubmit a job that was sent unsuccessfully.
Note: For Failed requests, if the Request Details page does not list Job
Details, the request has failed before individual jobs could be specified.
In such cases, it is not possible to resubmit jobs because none have been
created.
Login
HTML Login URL
Responsibility
Prerequisites
Submit at least one job.
Steps
2. Click the Request Identifier number of the malformed email request.

3. In the Job Details group, click the linked number of the Job.
The Job Details page appears.
4. Click Resubmit.
The Resubmit Job page appears.
5. From the Channel list, select Email, Fax, or Print.
6. In the Address field, enter the email address or fax number of the recipient, or enter
the printer name.
7. Click Resubmit.

Resubmitting a Fulfillment Request
Use this procedure to resubmit a failed fulfillment request.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps
The Request History page appears.
2. In the Action column, click Submit.
Deleting a History Entry

Use this procedure to delete a history entry for a fulfillment request.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps

2. Optionally, from the View list, select which status of requests to view.
• All
• Cancelled
• Failed
• Partially Successful
• Stalled
• Successful
The page refreshes and lists all requests of the selected status.
3. Click Select for the history entry that you want to delete.
4. Click Delete.
The selected history entry is removed from the list and the Request History page
refreshes.
Searching for a Fulfillment Request

Use the Search sub tab to search for a fulfillment request that has been processed by a
Fulfillment Server.
Use this procedure to search for a fulfillment request.
Login
HTML Login URL
Responsibility
Prerequisites
None
Steps:
1. Click the Status tab > Search sub tab.

The Search page appears.
2. From the list, select the search type:

• Customer Name
• Customer Identifier
• Request Identifier
3. In the field, type the value for which to search.
4. Click Search.
The list of search results displays the following information about each fulfillment
request.
• The results display a summary of the Customer Identifier, Customer Name,
Request Identifier, Job, and Job Outcome. Users can click the History Request
Identifier number to view the Request Details, which displays a summary of the
request (server name, submitted & completed times, agent who initiated the
request, and the outcome code, statistics, content, and job summary).
• Users can click the job number to view the job details, which displays a
summary of the job (customer information, content details, and any
applicable failure details).
Using the Quick Find Feature

Use the Quick Find feature to find a Fulfillment-related item, such as a server or
template.
Login
HTML Login URL
Responsibility
Prerequisites
None

Steps:
1. Select any tab in the administration console.
2. From the Quick Find list, select the search type:

• Group (fulfillment agents)
• Master Document
• Query
• Server (1)
• Status
• Template
3. In the Quick Find field, enter the search criterion. The criteria are case sensitive,
except for Request Status which must be typed in all capital letters.
The Request Status types are (type capital letters only):
• SUBMITTED
• RESUBMITTED
• PAUSED
• PREVIEWED
• RESUMED
• CANCELLED
You can search for an item by using character strings and the wildcard symbol (%).
For example, to find servers starting with A, type "A%".
4. Click Go.
The Search Results page appears.
5. To view the details of an item in the search results, click the item link.
The Details page appears.
Using Merge Fields

The Fulfillment Server code uses sets of merge field delimiters to determine whether a

document contains merge fields. It searches for the left delimiter of each pair within the
document text. When it finds a left delimiter, it tries to then pair it with a right
delimiter. If it does not find the right delimiter, the next pair of delimiters is searched
for, and so on, until either a complete merge field is found or the list of merge delimiters
is exhausted.
Topics include:
• Default and Wildcard Merge Delimiter Pairs, page 6-57
• Different Representations of the Same Character, page 6-57
• Using Encrypted Merge Fields, page 6-58
• Creating an RTF Form Document with Merge Fields, page 6-58
• Creating a PDF Form Document with Merge Fields, page 6-68
Default and Wildcard Merge Delimiter Pairs

There are three sets of merge delimiters, the first of which is a wildcard pair. This first
set can be overridden with the Java property flags 'merge.LeftDelimiterString' and
'merge.RightDelimiterString' (Java properties must be preceded with '-D' when part of
the java command). You can also use the profile options JTF_FM_LMERGE_DELIM and
JTF_FM_RMERGE_DELIM to select from a list of seeded merge delimiters. The other
two sets are static and therefore always a part of the list. The list includes:
Left Delimeter Right Delimeter Description
« » ASCII alphabetic delimiter

codes. These are the defaults
for the wildcard pair.
« » ASCII numeric delimiter

codes.
'\u00AB' '\u00BB' Unicode delimiter codes.
Some of these delimiters begin with an ampersand '&' and end with a semi-colon ';'.
These are special characters that are recognized by HTML. In the case of '«', it is
interpreted by HTML as a character having the decimal numeric value of 171.
Different Representations of the Same Character

The Fulfillment Server allows multiple merge delimiters due to the way these characters

are represented. Unicode characters are represented in hexadecimal values. HTML uses
decimal values. So the left-pointing double angle quotation mark (guillemet) can be
represented in decimal as "«" or in Hexadecimal as '\u00AB' or even in Octal as
'\253'. The Octal representation in Unicode is '\u00AB'. Some log files contain '\253'
and '\273'. The Fulfillment Server needs to have each of these representations because it
parses characters and character sequences. When you see the character a left-pointing
double angle bracket in your Web browser, it might be represented by the character
sequence « in the HTML source. The fulfillment server parses this source and
therefore parses the sequence '&' followed by '#' followed by '1' and '7' and '1' and ';'.
The same is true for any character sequence set with the flags
'merge.LeftDelimiterString' and 'merge.RightDelimiterString'.
The following table lists the different numeric character conversions of the default
merge delimiters that are used by the Fulfillment Server.
Character Decimal Hexadecimal Octal
left-pointing double < 171 AB 253

bracket (guillemet)
right-pointing double 187 BB 273

> bracket (guillemet)
Using Encrypted Merge Fields

Oracle One-to-One Fulfillment has encrypted merge fields. When an encrypted merge
field is found, the server encrypts the merge value and then leaves the delimiters in
place so that it can later be recognized and decrypted. The default string delimiters are:
• Left delimiter string "*encrypt("
• Right delimiter string ")*"
You can override these strings with the Java property flags
'merge.LeftEncryptDelimiter' and 'merge.RightEncryptDelimiter'. You can also use the
profile options JTF_FM_LENCRYPT_DELIM and JTF_FM_RENCRYPT_DELIM which
only allow you to select from a list of seeded values.
Creating an RTF Form Document with Merge Fields

Use the following procedure to create Rich Text Format (RTF) form documents,
containing merge fields, to use with the Oracle One-to-One Fulfillment native print
function.

Login
Not applicable
Responsibility
Not applicable
Prerequisites
None
Steps
1. In Microsoft Word, open a Word document. The document must have all necessary
text, merge field references, and images.
2. Put the cursor on the highest Word toolbar, and click to open the mouse menu.
3. Select Forms.
The Forms toolbar appears.
4. Highlight the first text that you want to be a merge field.
5. On the Forms toolbar, click ab| (Text Form Field).

The text is highlighted.
6. Double click the highlighted text.

The Text Form Field Options box appears.
7. In the Default text field, enter the display name of the form field.
8. Click Add Help Text.

The Form Field Help Text box appears.
9. In the text field, enter the name of the merge field. The merge field name must be
exactly the same the name or alias that is used in the SQL query and must be
enclosed within "<?" and " ?>", for example, <? FIRST_NAME ?>. The merge
delimiters must always be in upper case.
10. Click OK.
The Form Field Help Text box closes.
11. In the Text Form Field Options box, click OK.

The Text Form Field Options box closes. The highlighted text form field name
appears.
12. For each merge field, repeat steps 4 through 11 above, page 6-59.
13. Save the document as a Rich Text Format file with an rtf file extension.
Creating a Table with a Non-Repeating Row

The following table is an example of a table containing a non-repeating row.
Contact Email Address Status of Email Date Processed
NAME EMAIL_ADDRESS STATUS SENT_DATE
To include non-repeating data within an RTF document, use the following procedure.
Steps
1. Insert a table, selecting the appropriate number of columns and one or two rows.
2. If required, enter the appropriate column header names.
3. Insert a text form field into the first cell of the second row (assuming there are
column headers in the first row). To insert merge fields, see steps 4 through 11
above, page 6-59.
4. Repeat until there is a text form field in each cell of the row.
The following table is an example of how the table containing a non repeating row
would appear in the printed document.
Contact Email Address Status Date Processed
CHERYL Cheryl.Lawrence@vi SENT 21-JAN-2003

LAWRENCE sion.com
Creating a Table with Repeating Rows

A table with repeating rows of data enables multiple rows of data to be returned by a
SQL query and presented in a table. The following table is an example of a table that
contains repeating rows.

Contact Email Address Status of Email Date Processed
row repeat NAME EMAIL_ADDRESS STATUS SENT_DATE row

repeat
Steps
3. Insert a text form field into the first cell of the second row. To insert merge fields,
see steps 4 through 11 above, page 6-59.
5. Add a new form field at the start of the second row (assuming there are column
headers in the first row).


8. In the Default text field, enter the display name of the form field, for example "row
repeat".

10. In the text field, use the for-each:<group name> command (surrounded by the <?
and ?> delimiters) to indicate the start of the repeating group (in this case, a row),
for example,<?for-each:row?> .
11. Click OK.
The Text Form Field Options box closes. In the Word document, the highlighted
text form field name appears.

13. Add a new form field at the end of the second row (assuming there are column
headers in the first row).

In the Default text field, enter the same display name for the form field that was
used at the start of the row, for example "row repeat"
17. In the text field, use the end for-each command (surrounded by the <? and ?>
delimiters) to indicate the end of the repeating group (in this case, a row), for
example, <?end for-each?>.
18. Click OK.
The Text Form Field Options box closes. The highlighted text form field name
appears.
The following table is an example of how the table containing repeating rows
would appear in the printed document.

LAWRENCE sion.com

LAWRENCE sion.com
BRYAN WEBB BRYAN.WEBB@visi SENT 21-jan-2003

on.com
MICHAEL Z MICHAEL.ROBERT NOT SENT 21-jan-2003

ROBERTSON [email protected]

MICHAEL Z MICHAEL.ROBERT SENT 28-jan-2003

Creating a Repeating Table

A repeating table can have multiple tables of data returned by a SQL query. The
following table is an example of repeating rows.
mytable group
Contact Email Address Status Date
NAME EMAIL_ADDRESS STATUS SENT_DATE
mytable group
Steps
3. Insert a text form field into the first cell of the second row, by following steps 4
through 11 above, page 6-59.
5. Add a new form field just above the table .


8. In the Default text field, enter the display name of the form field, for example
"mytable group".

10. In the text field, use the for-each:<group name> command (surrounded by the
<? and ?> delimiters) to indicate the start of the repeating group (in this case, a
table), for example, <?for-each:mytable?>.
11. Click OK.
13. Add a new form field just after the table.
16. In the Default text field, enter the same display name for the form field that was
used at the start of the row, for example "mytable group".
18. In the text field, use the end for-each command (surrounded by the <? and ?>
delimiters) to indicate the end of the repeating group (in this case, a table), for
example, <?end for-each?>.
19. Click OK.
The following example shows how repeating tables would appear in a printed
document.


LAWRENCE sion.com

LAWRENCE sion.com
BRYAN WEBB BRYAN.WEBB@visi SENT 21-jan-2003

on.com
MICHAEL Z MICHAEL.ROBERT NOT SENT 21-jan-2003

MICHAEL Z MICHAEL.ROBERT SENT 28-jan-2003

The following examples are the repeating and non-repeating data scenarios that are
supported by the RTF print feature:
• If "for-each" and "end for-each" appears in normal text, then the text between the
tags/form fields will be repeated.
• If "for-each" and "end for-each" appears at a table's or multiple tables' start and end
points, then the included table(s) will be repeated.
• If "for-each" and "end for-each" appears in a single table cell, then the text between
the tags/form fields in the table cell will be repeated.

• If "for-each" and "end for-each" appears in two different cells but on the same row,
then the single row will be repeated.
• If "for-each" and "end for-each" appears in two different table rows, then the rows
between the tags/form fields will be repeated.
Conditions
The following examples show conditions with tables or text to enable information to be
displayed only if the condition is true.
if references is false
Reference Document Document Type Date Required
row repeat DOC_NAME DOC_TYPE DATE_REQD row repeat
end if
Text Reference is False

if references is false
REQD_REF_TEXT
end if
Use the following procedure to display a table if a particular condition is true.

1. Insert a table, selecting the appropriate number of columns and rows.
3. Insert a text form field into the first cell of the second row. To insert merge fields,
see steps 4 through 11 above, page 6-59. Repeat until there is a text form field in
each cell of the row.
4. Add a new form field just above the table or text.


1. In the Default text field, enter the display name of the form field, for example "if

references is false".

3. In the text field, use following condition command format to evaluate when the
condition is true: <?if:<merge field><condition>'<value>'?>.
For example, <?if:reference='false'?>.
4. Click OK.

6. Add a new form field just after the table or text.


9. In the Default text field, enter the same display name for the form field that was
used at the start of the row, for example "end if".
11. In the text field, use the end if command (surrounded by the <? and ?> delimiters) to
indicate the end of the conditional text or table, for example, <?end if?>.
12. Click OK.
The following examples show condition commands used around tables or text.
The following example shows how the table appears if the condition is true.

Reference Document Document Type Date Required
United Kingdom Student Visa Copy 5/18/04
United States Passport Copy 5/18/04
High School Certificate Original 3/27/04
Degree Certificate Original 3/27/04
The following example shows how the text appears if the condition is true.
Your application for the Bachelor of Arts in Fine Arts, Full Time study at the Belmont
Campus requires that your Transcripts be submitted by June 1st, 2004. Please submit
this item directly to the Admissions Office.
Creating a PDF Form Document with Merge Fields

Use the following procedure to create merge fields in an Adobe Acrobat PDF form
document. Oracle One-to-One Fulfillment supports only Adobe Acrobat Version 5.
Login
Not applicable
Responsibility
Not applicable
Prerequisites
None
Steps
1. Do one of the following:
• If the document is already a PDF file, then proceed to step 4.
• If the document is a Microsoft Word file, then proceed to step 2.
2. In Microsoft Word, open the document that you want to use as a Fulfillment
template. The document must not contain merge fields.

3. In the Word menu, select Acrobat or Adobe PDF >Convert to PDF.
The Acrobat progress indicator shows the status of the conversion of the Word file
to a PDF file.
4. In Adobe Acrobat, open the PDF file.
5. On the Acrobat toolbar, click the Form Tool.
6. Place the cursor where you want create the first merge field, then click and drag the
Form Tool to the size that you want the merge field to be.
The Field Properties box opens.
7. In the Name field, enter the name of the merge field. The name must be exactly the
same as the form field name or alias in the SQL query, such as FIRST_NAME. The
merge delimiters must always be in upper case.
8. In the Appearance tab, select the text options for this field.
9. In the Options tab, select the text alignment.
10. Click OK.
11. For each merge field that you want to add, repeat steps 3 through 10.
12. Save the file.
Setting Up High Quality Printing

Use the following procedures to set up high quality Oracle printing.
You can do the following tasks:
• Configuring the Printer, page 6-69
• Setting Up a Pasta Print Server, page 6-70
• Verifying the Printer Configuration, page 6-71
Configuring the Printer

Use the following procedure to configure the printer for high quality Oracle printing.
Login
Not applicable

Responsibility
Not applicable
Prerequisites
None
Steps
1. Verify that you can print from the Fulfillment Server host. Create a test document
such as a text file called hello.txt that contains simple text.
2. Identify the printer. You may need to ask the network administrator or system
administrator the proper name or destination.
3. Use the proper executable to print the file hello.txt.

• For UNIX or Linux, use the lp command.
Example usage: lp -d loc2-prt1-rm108 hello.txt.
• For Windows, use the print command.

Example usage: PRINT /D:loc2-prt1-rm108 hello.txt.
4. Verify that the document printed successfully. The High Quality Printing Solution
depends on printing by using the operating system command.
5. Download and install the third party tool XPDF. Depending on your operating
system, you may need to download source and build an executable, although most
operating systems already have images built.
6. Save the configuration.
7. Test the configuration. Using the same printer name that you used for the lp or
print command, print a PDF file using FNDPSTAX. The –pn parameter is where
you specify the printer name.
Setting Up a Pasta Print Server

Use the following procedure to set up a Pasta print server.
Login
HTML Login URL

Responsibility
Prerequisites
None
Steps
1. Click the Server tab, then a server name link, then click Print Servers.
2. Click Create New Print Server.

Print servers are primarily used for RightFax Printing, but are also used in High
Quality Printing as a way to identify which printers are Pasta Printers.
3. In the Print Server Name field, enter a generic name such as Pasta Print Server.
4. From the Server Type list, select Pasta. For Pasta printers, no Connection String is
necessary.
5. From the main Print Servers table, select the Pasta Printer.
6. On the Detail page, select Create Printer to add your Pasta printer to this print
server grouping.
7. In the Printer Name field, enter a label or a user-friendly name that users will
recognize. For example, if this printer is the printer installed in room 108, enter
Room 108 Pasta Printer.
8. Optionally, enter a Description.
9. In the Network Name field, enter the same name that you used to print using lp or
print and FNDPSTAX. This name is passed to the call to Pasta.
10. Click Apply.
11. If you plan to configure more than one Pasta printer, test each one using the
previous steps before adding it to the Pasta Print Server that you created.
Verifying the Printer Configuration

After you have successfully tested and configured the printer, run a Fulfillment request.
First create and upload the RTF template. When you have identified the document,
submit a normal print request. For the printer address parameter, use the Network

Name field from the Administration Console setup.
If you have installed the necessary 11.5.10 Fulfillment prerequisites, you will get a high
quality printed version of the document that you sent to the printer. If you have not
entered your printer Network Name in the Administration Console as a printer
connected to a Pasta Print Server, the Fulfillment Server will behave as though the
printer address is a RightFax printer. The request will fail if RightFax does not have a
printer with the same name as the Network Name.
All documents submitted to a Pasta printer must be either PDF or RTF. If you have
attachments such as text or HTML, the print request will fail because the Pasta printer
will not accept these document types.
Running Concurrent Programs

JTO: Purge Fulfillment Requests
You run the concurrent program JTO: Purge Fulfillment Requests to purge request
history and email statistics data for old requests. This program takes Age - the number
of days since the request was last updated - as a parameter, and purges data for such
requests.
Note: After this request is run, all request history and email statistics
data (count of sent, opened, bounced emails) for the qualifying requests
is deleted
Interaction History Bulk Processor

You run the concurrent program Interaction History Bulk Processor for the interaction
history to be logged for Mass emails.
To run this program, log in with the CRM Administrator responsibility.
Note: This step is not required if the Multithreaded Fulfillment option is

disabled.

A
Fulfillment Server Commands
This appendix covers the following topics:

• Fulfillment Server Startup Script Parameters
• Fulfillment Server Commands
• Required Flags
• Optional Flags
• Debug Flags
• Additional Java Flags
• Language Character Parsing
Fulfillment Server Startup Script Parameters

Topics include:
• Fulfillment Server Commands, page A-1
• Required Flags, page A-2
• Optional Flags, page A-3
• Debug Flags, page A-7
• Additional Java Flags, page A-9
• Language Character Parsing, page A-9
Fulfillment Server Commands

This section describes the commands used to operate a Fulfillment Server when it is
running. If the engine.CommandPromptEnabledparameter is set to true, then you can
Fulfillment Server Commands A-1

enter the command at the same command prompt from which you started the
Fulfillment Server.
The following table lists and describes the Fulfillment Server commands.
Command Description
flush logs Force the log buffers to write to disk.
help Display all of the valid commands for the Fulfillment Server.
kill Stop the server. To restart the server, run the server startup script.
list error <n> List a specific entry in the error log. The parameter n can be a single
number, a range of numbers, or the word count to list the number of
entries in the log.
list events <n> List a specific entry in the event log. The parameter n can be a single
number, a range, or the word count to list the number of entries in the log.
mstat Print statistics about the Fulfillment Server monitors.
pstat Print statistics about the Fulfillment Server processes.
restart Stop and automatically restart the Fulfillment Server.
start Start a stopped Fulfillment Server.
stat Print statistics about the Fulfillment Server.
stop Pause Fulfillment Server processing. To resume processing, use the start
command.
tstat Print statistics about the java thread activity in the Fulfillment Server.
Required Flags
The flags listed in the following table are the only flags required to run a Fulfillment
Server. The server will not start without them.
A-2 Oracle One-to-One Fulfillment Implementation Guide

Flag Description
engine.AOLJ.config Specifies the full-path connection of the dbc file

that the server uses to get connections to the
database.
engine.MaxBatchThreads Specifies the number of java threads to be used by

the server for Multithreaded Fulfillment.
The fulfillment server divides the request lines

within each mass request into batches. This
parameter is used to specify the number of worker
threads that can run in parallel to process request
lines per batch.
For example, if a request has 500 lines and is

divided into 5 batches each of 100 lines each. The
engine.MaxBatchThreads parameter specifies the
number of worker threads (default 12) that can run
in parallel to process the 100 lines. If this parameter
is not defined in the jtffmctl.sh script then the
default number of java threads is 4.
The number of worker threads running in parallel

impacts the number of SMTP connections and
database connections made per batch. Hence based
on available resources, you can decide up to what
level you want to scale your application.
engine.ServerID Identifies the Fulfillment Server as referenced in

the database. With the server id, the Fulfillment
Server can get all configuration from the database
without the need for optional flags.
engine.ServerInstanceID Numeric identifier for the server process. Auto

config specifies a unique value for this flag.
engine.TurnOffLowPriorityMonitor Specifies if Bounceback processing Monitor and the

Interaction History Monitor should be started on
the current server node.
Optional Flags
The following flags are optional. Certain flags, such as the logging flags, can degrade
the performance of the server. Other flags can improve the performance of the server.

Note: Fulfillment Server flags are added or deprecated from time to
time, so that this list may change.
Flag Description
email.PrefersMultipartAlternative Specifies that the server is to allow a text-only

alternative for the DATA or QUERY content that is sent
by email. Default is 'false'.
email.TextOnly Specifies that the server is to send out text-only email

instead of the HTML-based email that it sends out for
it's DATA or QUERY contents. Default is 'false'.
engine.CommandPort Specifies the numeric port id, on the servers' hardware,

that the server will listen to for receipt of remote
commands. The only other way to send a command to
the server is by the command prompt from which it was
started (see engine.CommandPromptEnabled). Default
is to not have command port defined.
engine.CommandPromptEnabled Specifies that server is to be able to receive commands

by the command prompt from which it was started.
This flag is useless when running the process in
background on UNIX or as a service on Windows NT.
For those types of servers, the flag
engine.CommandPrompt should be used. The default
value for this flag is 'true'.
engine.ErrorLog Specifies the name of the log used by the server to log
errors. The default is 'Errors.log'. Also see
'engine.LogPath' and 'engine.LogLevel'.
engine.EventLog Specifies the name of the log used by the server to log
events. The default is 'Events.log'. Also see
'engine.LogPath'.
engine.FaxEnabler Indicates the class that the Fulfillment Server is to use

for sending faxes. This class must implement the
'oracle.apps.jtf.fm.engine.disp.FaxEnabler' interface to
be used as a FaxEnabler. Also see 'engine.PrintEnabler'.
No Default value.

Flag Description
engine.LogLevel Indicates the level of detail that will be written to the

error log (see engine.ErrorLog). For each number from
1-n the server will write an extra layer of chained
exception traces to the errors log. The exceptions are
chained together so that the source of the errors as they
occur can be traced.
engine.LogPath Specifies the directory path where Fulfillment Server

logging occurs. The default if this flag is not set is to use
'engine.ServerPath' or 'logs' under the directory from
which the server is started if that is also not set.
engine.LogRequests A Boolean flag that indicates that the original

XML-based request pulled from and Advanced Queue
by the server is to be written to disk. The requests will
be saved as an XML file in the form of #####.xml where
'#####' is the request id. The requests will be saved in a
directory called 'requests' under the log path. Also see
'engine.LogPath' and 'engine.LogDispatches'. Default is
'false'.
engine.PrintEnabler Indicates the class that the Fulfillment Server is to use

for sending print jobs to the printer. This class must
implement the
'oracle.apps.jtf.fm.engine.disp.PrintEnabler' interface to
be used as a PrintEnabler. Also see 'engine.FaxEnabler'.
engine.RefreshRate Indicates the amount of time, in milliseconds, between

processor refreshes. This is when the servers' processor
checks the status of all sub-processes to make sure they
are functioning correctly.
engine.ResultSetWarningLimit Indicates how large of a ResetSet can be returned from a

database query, before a warning will be logged to the
Fulfillment Servers error log. This is to warn the server
administrator that in case of an OutOfMemoryError, it
might have been caused by the size of the Result Set.
*This is not so much a problem in the newer versions of
the Fulfillment Server. Also see 'log.ShowWarnings'.
Default is '100'.
db.ExitOnFailure Specifies that the Fulfillment Server is to shutdown

when the database becomes unavailable. Default is
'false'.

Flag Description
history.NoContents Indicates the Fulfillment Server is not to write Content

Level History. This is detailed information about the
processing and delivery of Fulfillment Content. This
flag should be used when content history is not needed
but a performance boost is. Also see
'history.NoInteractions'. Default is 'false'
history.NoInteractions Indicates the Fulfillment Server is not to write

Interaction History. This is detailed information about
the interaction between the agent and parties addressed
in the Fulfillment request. This flag should be used
when Interaction History is not needed but a
performance boost is. Also see 'history.NoContents'.
Default is 'false'.
pkg.ident Specifies the Fulfillment Server should write class file

versions of the Fulfillment Server to the events log.
*This only works when the
oracle.apps.jtf.fm.FulfillmentServer class is used to start
the Fulfillment Server instead of
oracle.apps.jtf.fm.engine.Processor. Default is 'false'.
pkg.showmissing Works with the 'pkg.ident' flag and specifies the

Fulfillment Server note missing class files in the events
log. This is useful when wrapping an older version of
the Fulfillment Server with the FulfillmentServer class.
*This only works when the
oracle.apps.jtf.fm.FulfillmentServer class is used to start
the Fulfillment Server instead of
oracle.apps.jtf.fm.engine.Processor. Also see 'pkg.ident'.
Default is 'false'.
log.ShowWarnings Indicates that warnings are to be logged to the error log.

By default, warnings do not show up in the error log. If
this flag is not set, then the first time a warning appears,
a, one time only, message shows up in the events log
signifying that a warning had been issued. Default is
'false'.
smtp.port Overrides the default port '25' for email sent to an SMTP
email server.
smtp.server Overrides the default SMTP server that is set using the
Fulfillment Administration Console.

Debug Flags
The Fulfillment Server can be debugged, at runtime, through the use of a debug flag in
the Fulfillment Server startup script or on the command line. The debug information is
written to the Fulfillment Server events log, with debug=log, or to Central Logging in
the database. In some cases, through use of third-party debugging (for example, Java
Mail API), debug information is written to the console.
Note: Oracle advises that you do not try to use debug flags to improve
server performance. Using any of these flags reduces the performance
of the server by the time it takes for the debug sections to run. In most
cases, debug information is either written to the Events log or it is
written to the command prompt.
The correct syntax for this flag is

-Ddebug=<flag>[,<flag>],
For example,
-Ddebug=email,request,content, query
This comma-separated list allows for individually setting the debug flags listed in the
following table.
Flag Description
full Turns on all debug flags, including 'log' which disables Central Logging.
off Turns off all debugging.
content Causes request content, as downloaded from the database, to be written to

local disk on which the server is running. The directory is called 'contents' and
can be found under the log directory.
email Causes details of the delivery of email to be printed to the Events log and to the
console. (Not all information printed to the console is recorded in the Events
log.)
fax Debug the delivery of faxes.
history Debug the writing of Fulfillment Request History, Fulfillment Content History
and Interaction History.

Flag Description
log Debug the creation of local disk log files. This flag disables the use of Central
Logging.
monitor Debug the operations of the Fulfillment Server's internal monitors. All vital
internal processes of the server are handled by these monitors.
print Debug the sending of print jobs.
processor Debug the functions of the server main thread.
query Debug queries executed by the server. These are written to the Events log.
request Debug requests that are processed by the server. Details of the request are
written to the Events log.
header Debug extended headers. Each is written as part of the email header for email
sent by the server. Additional details of the request are written to the header
such as request id, party_id, and so on.
jdbc Debug JDBC calls made by the server. JDBC is how Java communicates with
the database.
fault Debug the functioning of the server's fault monitor. This provides details of
request fault detection and handling.
mass Debug the processing of Mass Requests.
failure Debug failures that occur as a normal part of processing a request. The failure
is written to the Error log to record a stack trace from where the failure
originated. This skews the actual error count because an exception is created to
track the stack trace of the failure.
merge Debug the parsing of merge fields and insertion of bind variables within
dynamic request content (Master Documents and email subject field).
queue Debug the reading and writing to Advanced Queues (AQ). The XML-based
requests and responses are written to the Events log.
bind Debug the use of bind data associated with content of a fulfillment request.
labels Debug PDF labels requests.

Additional Java Flags
The standard flags of the Java programming language are useful in using the
Fulfillment Server to maximum benefit. Some of these flags may not be available for all
versions of Java that are used to run the Fulfillment Server. You can view a list of Java
flags that work with your version of Java by typing the full path to the java or jre
command, as you would use to start the Fulfillment Server.
Flag Description
ms Specifies the amount of memory to allocate to the Fulfillment Server on startup.

Use it as -Dms##[k|m] where ## is the amount of memory, k is kilobytes and m is
megabytes. Specifying a larger value for ms at startup can produce some
performance gains depending on how memory intensive the server is for the types
of requests it is processing. The default value is 1 MB.
mx Specifies the maximum amount of memory to allocate to the Fulfillment Server.

The server starts with the value for 'ms' and works up to the value of mx as
needed. Use it as -Dmx##[k|m] where ## is the amount of memory, k is kilobytes,
and m is megabytes. Use this flag if the server is encountering an
OutOfMemoryError. The default value is 16 MB.
Language Character Parsing

The Fulfillment Server sometimes incorrectly parses certain natural language characters
in email when using default environment settings and Java runtime options. The
following configuration settings in the file FM_start.sh work for some of the languages
that have encoding issues with the default settings.
• Chinese
export LANG=zh_TW.big5
-Dengine.CharEncoding=BIG5
• French
LANG=fr_FR.iso88591
-Dengine.CharEncoding=8859_1
• Korean (Hangul)
-Dfile.encoding=EUC-KR
• Japanese
export LANG=ja_JP.PCK

-Dengine.CharEncoding=SHIFT_JIS
• Russian (Cyrillic)
export LANG=ru_RU.KOI8R
or
export LANG=ru_RU.iso88591

B
APIs

• Introduction
• Priority Levels
• Interaction History Logging
• Extended Headers
• Extended Header XML Format
• Start_Request
• Get_Content_Xml
• One-to-One Fulfillment Request Types
• Example <item> XML Element
• Messages and Notifications
• Business Events
• Common Messages
• Get_Content_XML Messages
• Example Scripts
Introduction
Oracle One-to-One Fulfillment is an automated way to send information to customers.
It provides the ability to immediately satisfy a customer's requests for information,
literature, and other correspondence or collateral. Customer service representatives
handle a variety of requests ranging from product and service inquiries, pricing
questions, billing inquiries and general customer care issues. Many of these requests
result in distribution of literature, collateral, forms of application, letters or
correspondence to the customer.
APIs B-1
Oracle One-to-One Fulfillment provides the ability for interaction center administrators,
mobile field representatives, marketing managers, customer care representatives and
other service agents to respond to different customer needs quickly and easily by using
email, fax or print channels.
PROCEDURE NAME DESCRIPTION
Start_Request Generates the history request identifier (x_hist_id), used as the

tracking identifier for the fulfillment request.
Get_Content_XML Forms the <item> element of the XML request. You can call this API
as many times as necessary.
Submit_Request Initiates the fulfillment request process.
Priority Levels
The following table lists the priority levels defined as global constants in package
JTF_FM_REQUEST_GRP. The default is G_PRIORITY_REGULAR. Unused priority
numbers are reserved for future use.
LEVEL NUMBER
G_PRIORITY_HIGHEST 1
G_PRIORITY_SPECIALITY_FLAG 6
G_PRIORITY_REGULAR 7
Interaction History Logging

One-to-One Fulfillment requests information can be logged in Interaction History
Tables in the following ways:
• Interaction History logging for Single Requests. Valid party_id should be passed to
log interaction history.
• For any other type of Requests except "TEST" requests, p_per_user_history should
be set to 'Y' to log interaction history. There is no interaction history logging for
"TEST" requests.
B-2 Oracle One-to-One Fulfillment Implementation Guide

Extended Headers
Extended Header information can be passed to the One-to-One Fulfillment Server using
the (p_)extended_header parameter of the API. This is an optional parameter. If passed,
the API expects this parameter in the XML format described in Extended Header XML
Format, page B-3. If any other format is used, the API will throw an error and the
request will not be submitted.
Extended Header XML Format

<extended_header media_type="EMAIL">
<header_name>email_from_address</header_name>
<header_value>[email protected]</header_value>
</extended_header>
One-to-One Fulfillment Server recognizes the following sets of extended header

parameters.
• media_type="EMAIL", "FAX" or "PRINTER"
• email_from_address
• email_reply_to_address
• email_cc_address
• email_bcc_address
• sender_display_name
If any parameter other than those listed above are passed, the Fulfillment Server will
put it into the header information.
Currently the media_type defaults to "EMAIL". If media_type is not set, then the
Fulfillment Server will assume it to be EMAIL.
Sample Extended Header XML
<extended_header media_type="EMAIL">
<header_name>email_from_address</header_name>
<header_name>email_cc_address</header_name>
<header_name>email_bcc_address</header_name>
<header_name>sender_display_name</header_name>
<header_value>Jason.Doe</header_value>
APIs B-3
</extended_header>
Start_Request
Call the Start_Request first to generate the history request identifier (x_request_id)
that is used as the tracking identifier for the fulfillment request.
Procedure Specification
PROCEDURE Start_Request
( p_api_version IN NUMBER,
p_init_msg_list IN VARCHAR2 := FND_API.G_FALSE,
p_commit IN VARCHAR2 := FND_API.G_FALSE,
p_validation_level IN NUMBER := FND_API.G_VALID_LEVEL_FULL,
x_return_status OUT VARCHAR2,
x_msg_count OUT NUMBER,
x_msg_data OUT VARCHAR2,
x_request_id OUT NUMBER
);
Parameter Descriptions
The following table describes the IN parameters associated with the Start Request.
Parameter Data Type Required Descriptions and Validations
p_api_version NUMBER Yes This must match the version number of

the API. An unexpected error is
returned if the calling program version
number is incompatible with the
current API version number.
p_init_msg_list VARCHAR2 Yes Default = FND_API.G_FALSE. If set to

true, then the API makes a call to
fnd_msg_pub.initialize the message
stack. If set to false, then the calling
program must initialize the message
stack. This action is required to be
performed only once, even when more
than one API is called.

p_commit VARCHAR2(1) No Default = FND_API.G_FALSE. If set to

true, then the API commits before
returning to the calling program. If set
to false, then it is the responsibility of
the calling program to commit the
transaction.
p_validation_level NUMBER No This value determines whether or not

validation should occur. This variable
is checked against
FND_API.G_VALID_LEVEL_NONE,
and if it is greater than the latter,
validation occurs.
The following table lists the OUT parameters associated with Request.
Parameter Data Type Description
x_return_status VARCHAR2 Indicates the return status of the API. The values returned
are one of the following:
FND_API.G_RET_STS_SUCCESS:Success: Indicates that

the API call was successful
FND_API.G_RET_STS_ERROR:Expected Error: There is a

validation error, or missing data error.
FND_API.G_RET_STS_UNEXP_ERROR:Unexpected Error:
The calling program can not correct the error.
x_msg_count NUMBER Holds the number of messages in the message list.
x_msg_data VARCHAR2 Holds the encoded message if x_msg_xount is equal to one.
x_request_id NUMBER The fulfillment request identifier. This can be used to track
the status of the request.
Get_Content_Xml
Oracle does not recommend and does not support the creation of XML fulfillment
APIs B-5
requests by any other means than through these published APIs. Oracle provides this
information on how the XML request is formed solely to facilitate understanding of the
fulfillment request process.
Use the Get_Content_XML API to generate one, or more, XML <item> elements for a
fulfillment request. The content is formed based on the parameters passed to the API,
and the API returns the XML <item> as parameter x_content_xml.
The Get_Content_XML API performs that following tasks:
• Verifies that the p_content_id, p_media_type, p_content_type and p_request_ id
parameters were passed to it. If not supplied, the API exits with an unexpected
error condition.
• Forms the XML element using the parameters passed to it.
• Passes the XML element back to the calling application using the x_ content_xml
output parameter.
The Get_Content_XML API generates only one XML parameter for each API call. If you
want to submit multiple content items for a single fulfillment request, then you must do
the following:
• Append the x_content_xml content from the previous calls to the current one
• Submit the resulting concatenated x_content_xml string.
The Submit_Request API takes this parameter and merges it with the XML request that
it forms, submitting the complete request to the Request queue.
Content Source Parameter

New Parameter added when One-to-One Fulfillment started supporting both as
Marketing Encyclopedia Systems (MES) and Oracle Content Management (OCM).
The Default Value assumed for this parameter is "mes". If GET_CONTENT_XML API is
called without this parameter, the repository is assumed to be Marketing Encyclopedia
Systems (MES).
This API supports Oracle Content Management and the renditions in Oracle Content
Management. The other valid value is "ocm".
One-to-One Fulfillment Request Types

Use one of the following content types (p_content_type) to create a valid fulfillment
request.
• QUERY
• COLLATERAL

• ATTACHMENT
• DATA
If any other values are passed to it, the Get_Content_XML API exits with an unexpected
error.
The following table lists example values for the p_content_id parameters used with
query and collateral fulfillment requests.
Sample Parameter Values for Query and Collateral Requests
• p_content_id
• 7008
• 7009
• 7111
• 7234
• 8101
• 9101
Example <item> XML Element

The Get_Content_XML API forms the XML in the fulfillment request.
Oracle One-to-One Fulfillment supports content from Oracle Content Manager and
Management Encyclopedia System. To facilitate this support, the
GET_CONTENT_XML has been overloaded. You can use the MES repository without
changing any API calls. But, if the new content repository OCM is to be used, then you
need to call the overloaded GET_CONTENT_XML with p_content_source = 'ocm' and
p_version = version of the document.
The following code is an example of XML that is generated as part of an attachment
fulfillment request, with an email media type. The content_id parameter is required for
this API. The XML is passed back to the calling application as output parameter
x_content_xml.
<items><item>
<media_type>
<email> [email protected]</email>
</media_type>
<item_content quantity="0" user_note="THIS IS A FULFILLMENT TEST"
source="mes">
<files>
APIs B-7
<file id="117423" body="yes"/>
</files>
</item_content>
</item>
</items>
Note: Oracle does not recommend, nor does it support, the creation of
XML fulfillment requests by any other means than through the APIs
published in this document. Oracle provides this information on how
the XML request is formed only to facilitate understanding of the
fulfillment request process.
Get_Content_Xml - Overloaded Procedure Specification

PROCEDURE Get_Content_XML
p_content_id IN NUMBER,
p_content_nm IN VARCHAR2 := FND_API.G_MISS_CHAR, -- deprecated
p_document_type IN VARCHAR2 := FND_API.G_MISS_CHAR,--depreciated
p_quantity IN NUMBER := 1,
p_media_type IN VARCHAR2,
p_printer IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_email IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_fax IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_file_path IN VARCHAR2 := FND_API.G_MISS_CHAR,--deprecated
p_user_note IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_content_type IN VARCHAR2,
p_bind_var IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_bind_val IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_bind_var_type IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_request_id IN NUMBER,
x_content_xml OUT VARCHAR2 ,
p_content_source IN VARCHAR2,
p_version IN NUMBER

);
Get_Content_Xml Specification
PROCEDURE Get_Content_XML
p_content_id IN NUMBER,
p_content_nm IN VARCHAR2 := FND_API.G_MISS_CHAR, -- deprecated
p_document_type IN VARCHAR2 := FND_API.G_MISS_CHAR,--depreciated
p_quantity IN NUMBER := 1,
p_media_type IN VARCHAR2,
p_printer IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_email IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_fax IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_file_path IN VARCHAR2 := FND_API.G_MISS_CHAR,--deprecated
p_user_note IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_content_type IN VARCHAR2,
p_bind_var IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_bind_val IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_bind_var_type IN G_VARCHAR_TBL_TYPE := L_VARCHAR_TBL,
p_request_id IN NUMBER,
x_content_xml OUT VARCHAR2)
The following table describes the Get_Content_XML IN parameters.
Get_Content_XML IN Parameters
p_api_version NUMBER Yes Must match the version number of the API.
An unexpected error is returned if the
calling program version number is
incompatible with the current API version
number (provided in the documentation).
APIs B-9

fnd_msg_pub.initialize the message stack.
If set to false, then the calling program
must initialize the message stack. This
action is required to be performed only
once, even in cases when more than one
API is called.

returning to the calling program. If set to
false, then it is the responsibility of the
calling program to commit the transaction.
p_validation_level NUMBER No This value determines whether or not

validation should occur. This variable is
checked against
FND_API.G_VALID_LEVEL_NONE, and
if it is greater than the latter, then
validation occurs.
p_content_id NUMBER Yes A unique numeric identifier that identifies

the content that is to be sent out. If not
provided in the current API call, then an
error message is generated and the API
exits.
p_content_nm VARCHAR2 No Deprecated, currently unused.
p_document_type VARCHAR2 No Deprecated, currently unused.
p_quantity NUMBER Yes Quantity of the content to be sent (set

always to 1).

p_media_type VARCHAR2 Yes Media type of the content generated by the

Get_Content_XML API: FAX EMAIL
PRINTER. If not provided in the current
API call, then an error message is
generated and the API exits. The same
content can also be sent through all three
media types or a combination of two media
types. The values can be comma separated,
for example, 'FAX,EMAIL,PRINTER' or
'EMAIL,FAX' or 'EMAIL,PRINTER' or any
similar combinations.
p_printer VARCHAR2 No Supplied printer address, if p_media_ type

is PRINTER. This parameter can accept the
printer name/alias values.
p_email VARCHAR2 No Supplied email address, if p_media_ type

is EMAIL.
p_fax VARCHAR2 No Supplied fax address, if p_media_ type is

FAX
p_file_path VARCHAR2 No Deprecated, currently unused.
p_user_note VARCHAR2 No Any note that the agent wants to attach.
p_content_type VARCHAR2 Yes Valid content types:
• QUERY
• COLLATERAL
• ATTACHMENT
• DATA
If not provided in the current API call,

then an error message is generated
and the API exits.
p_bind_var G_VARCHAR No Used with QUERY and DATA fulfillment

_TBL_TYPE=L requests. Part of a set of three matching
_VARCHAR_T records.
BL
APIs B-11
p_bind_val G_VARCHAR No Used with QUERY and DATA fulfillment

_VARCHAR_T records.
BL
p_bind_var_type G_VARCHAR No Used with QUERY and DATA fulfillment

_VARCHAR_T records.
BL
p_request_id NUMBER Yes The Start_Request API generates this

unique identifier for the fulfillment
request. If not provided in the current API
call, then an error message is generated
and the API exits.
p_content_source VARCHAR2 No A parameter that supports the content

repositories MES and OCM. The default is
assumed as MES. OCM will use the
Rendition functionality in OCM .
p_version NUMBER No OCM repositories support content

versioning. Default is assumed as 1.
Get Content XML OUT Parameters

The following table describes the Get_Content_XML OUT parameters.
x_return_status VARCHAR2 Indicates the return status of the API. The returned
values returned are one of the following:
• FND_API.G_RET_STS_SUCCESS. Success: Indicates

that the API call was successful.
• FND_API.G_RET_STS_ERROR. Expected Error:

There is a validation error, or missing data error.
• FND_API.G_RET_STS_UNEXP_ERROR.
Unexpected Error: The calling program can not
correct the error.

x_msg_data VARCHAR2 Holds the encoded message if x_msg_count is equal to

one.
x_content_xml VARCHAR2 Output content XML.
Send Request & Submit Request

Send Request is submit request overloaded. Submit Request in turn makes the call to
Send Request. The additional parameter is p_preview.
Parameter p_preview
The p_preview parameter provides the ability to preview a fulfillment request before
sending it to its destination. You can preview, submit or delete a fulfillment request
through the One-to-One Fulfillment Administrator Console.
Previewing allows for a visual inspection of a fulfillment request before you decide to
send it or cancel it. When you preview the request in a browser, you can print it
through the browser. Printing a previewed request through a browser does not remove
the request from the status table.
The value of p_preview determines whether the request is to be dispatched
immediately or stored in the database to be inspected visually.
• If p_preview is set to TRUE, then the request is marked as PREVIEW, and written to
the Request queue, but it is not sent.
• If p_preview is set to FALSE, then the request is written to the Request queue, and
it is sent in the usual fashion.
Note: The fulfillment request is written to the Request queue

regardless of the value that is set for the parameter p_preview.
Use the Submit_Request procedure to submit a single new fulfillment request to the
fulfillment engine. This API calls the Send_Request API.
Send Request Procedure Specification

PROCEDURE Submit_Request
APIs B-13
p_template_id IN NUMBER := FND_API.G_MISS_NUM,
p_subject IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_party_id IN NUMBER := FND_API.G_MISS_NUM,
p_party_name IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_user_id IN NUMBER,
p_priority IN NUMBER := G_PRIORITY_REGULAR,
p_source_code_id IN NUMBER := FND_API.G_MISS_NUM,
p_source_code IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_object_type IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_object_id IN NUMBER := FND_API.G_MISS_NUM,
p_order_id IN NUMBER := FND_API.G_MISS_NUM,
p_doc_id IN NUMBER := FND_API.G_MISS_NUM,
p_doc_ref IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_server_id IN NUMBER := FND_API.G_MISS_NUM,
p_queue_response IN VARCHAR2 := FND_API.G_FALSE,
p_extended_header IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_content_xml IN VARCHAR2,
p_request_id IN NUMBER ,
p_preview IN VARCHAR2
);
Submit Request Procedure Specification

PROCEDURE Submit_Request
p_template_id IN NUMBER := FND_API.G_MISS_NUM,
p_subject IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_party_id IN NUMBER := FND_API.G_MISS_NUM,
p_party_name IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_user_id IN NUMBER,

p_priority IN NUMBER := G_PRIORITY_REGULAR,
p_source_code_id IN NUMBER := FND_API.G_MISS_NUM,
p_source_code IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_object_type IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_object_id IN NUMBER := FND_API.G_MISS_NUM,
p_order_id IN NUMBER := FND_API.G_MISS_NUM,
p_doc_id IN NUMBER := FND_API.G_MISS_NUM,
p_doc_ref IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_server_id IN NUMBER := FND_API.G_MISS_NUM,
p_queue_response IN VARCHAR2 := FND_API.G_FALSE,
p_extended_header IN VARCHAR2 := FND_API.G_MISS_CHAR,
p_content_xml IN VARCHAR2,
p_request_id IN NUMBER
);
Send and Submit_Request IN Parameters

The following table lists the IN parameters for Send_Request and Submit_Request.
Send and Submit_Request IN Parameters
p_api_version NUMBER Yes This must match the version number of

the API. An unexpected error is
returned if the calling program version
number is incompatible with the current
API version number (provided in the
documentation)

fnd_msg_pub.initialize the message
stack. If set to false, then the calling
program must initialize the message
stack. This action is required to be
performed only once, even in the case
where more than one API is called

returning to the calling program. If set to
false, then it is the calling program's
responsibility to commit the transaction.
APIs B-15
p_validation_level NUMBER No This value determines whether

validation should occur or not. This
variable is checked against
FND_API.G_VALID_LEVEL_NONE
and if it is greater than the latter,
validation occurs.
p_template_id NUMBER No The fulfillment request template

identifier. NULL if request does not
correspond to a predefined template.
p_subject VARCHAR2 No Subject specifies the purpose of the

request
p_party_id NUMBER No Customer Identifier.
p_party_name VARCHAR2 No Customer Name.
p_user_id NUMBER Yes Agent or user Identifier who is making

the request.
p_priority NUMBER No Priority for that particular request. If

none provided, default is regular
p_source_code_id NUMBER No Campaign or promotion field.
p_source_code VARCHAR2 No Campaign or promotion field.
p_object_type VARCHAR2 No Campaign or promotion field.
p_object_id NUMBER No Campaign or promotion field.
p_order_id NUMBER No Unique identifier of the field.
p_doc_id NUMBER No Document Identifier, if not provided, set

to p_request_id
p_doc_ref VARCHAR2 No Document Reference. If not provided,

set to JFUF.

p_server_id NUMBER No Unique Identifier of the One-to-One

Fulfillment Server. It is the primary key
of JTF_FM_SERVICE_ALL table. If this
is provided, that particular server
processes the request.
p_queue_response VARCHAR2 No Deprecated and not supported. This

field is used internally for other
purposes.
p_extended_header VARCHAR2 No Used to insert a character string in the

form of one or more extended header
elements into the XML request.
p_content_xml VARCHAR2 Yes The XML content formed by calling the

GET_CONTENT_XML API.
p_request_id NUMBER Yes The unique identifier for the fulfillment

request generated by the Start_Request
API. If not provided in the current API
call, an error message is generated and
the API exits.
p_preview VARCHAR2 Yes Boolean Value: Used to specify whether

or not this is a preview request: TRUE:
Preview this document. FALSE: Do not
preview this document, instead send it
to the fulfillment request queue.
Submit Request OUT Parameters

The following table describes the Submit_Request OUT parameters.
APIs B-17
x_return_status VARCHAR2 Indicates the return status of the API. Returns one of the
following values:
• FND_API.G_RET_STS_SUCCESS. Success: Indicates

that the API call was successful
• FND_API.G_RET_STS_ERROR. Expected Error: There

is a validation error, or missing data error.
• FND_API.G_RET_STS_UNEXP_ERROR. Unexpected
Error: The calling program cannot correct the error.
x_msg_data VARCHAR2 Holds the encoded message if x_msg_count is equal to one.
Messages and Notifications

The APIs contained in package JTF_FM_REQUEST_GRP generate messages and
notifications as necessary. In addition, some messages are common to all of the
Fulfillment APIs. These messages are detailed in the following sections.
The messages and notifications generated by each API are described in the following
sections.
• "Common Messages", page B-19
• "Get_Content_XML Messages", page B-19
Note: Not all status notifications are required to provide a number

identifier. However, in many cases a number identifier is provided.
Business Events
When using the Multithreaded Fulfillment option, the business event
oracle.apps.jtf.fm.int.RequestPostProcessing is raised at the end of the pre-processing
stage of a request. By subscribing to this event, implementers have the ability to add
custom validation for email request processing.

Common Messages
The following table lists the messages and notifications that are common to many of the
APIs contained in package JTF_FM_REQUEST_GRP.
Common Status Messages
NUMBER TYPE NAME TEXT
210925 E JTF_FM_API_QUEUE_NOT_FOUND Could not find queue names for

Server ID &ARG1
210927 E JTF_FM_API_REQUEST_NOTFOUND Could not find fulfillment

request for Request ID & ARG1
in database
210932 E JTF_FM_API_MISSING_REQUEST_ID Value for Request ID cannot be

NULL.
210939 E JTF_FM_API_DEBUG_MESSSAGE 1 to 1 Fulfillment API: &ARG1
210940 S JTF_FM_API_SUCCESS_MESSAGE The &ARG1 API has completed

successfully.
Get_Content_XML Messages
The following table lists the messages and notifications that are used by the Get_
Content_XML API.
Status Messages for Get_Content_XML
210922 E JTF_FM_API_INVALID_MEDIATYPE Invalid media type &ARG1

passed for Content ID
&ARG2. Allowed media
types are EMAIL, FAX,
PRINTER
APIs B-19
210923 E JTF_FM_API_MULTIPLE_MEDIATYPE Multiple media types were

passed for Content ID =
&ARG1. Only one media
type is allowed for each
content.
210924 E JTF_FM_API_INVALID_CONTENT Invalid content type

&ARG1 passed for Content
ID &ARG2. Allowed
content types are QUERY,
COLLATERAL,
ATTACHMENT or DATA.
210929 E JTF_FM_API_MISSING_CONTENT_ID Value for Content ID

cannot be NULL.
210930 E JTF_FM_API_MISSING_MEDIA_TYPE Value for Media Type

cannot be NULL.
210931 E JTF_FM_API_MISSING_CONTENTTYPE Value for Content Type

cannot be NULL.
210974 E JTF_FM_DISP_CONTENT_NOT_FOUND Cannot find document for

Content ID &ARG1.
E JTF_FM_API_CONTENT_INVALID The content_id &ARG1 is

not a valid content_id, or
does not exist.
E JTF_FM_API_INVALID_LISTTYPE Invalid list type &ARG1

passed. Allowed list types
are VIEW or ADDRESS
E JTF_FM_API_MISSING_LIST_TYPE Value for List cannot be

NULL
E JTF_FM_API_INVALID_REQTYPE Invalid request type

specified. Only allowed
values are "E,P or T". E for
"Electronic Request", P for
"Physical Collateral" and T
for "Test Requests".

E JTF_FM_API_CF_INVALID_MEDIA Invalid Media Type

specified. Only allowed
Media types are any one of
the following. "EPF, EFP,
FEP, FPE, PEF, PFE, EP, EF,
E, PE, PF, P, FE, FP, F". E
represents "EMAIL", P
represents "PRINTER", and
F represents "FAX"
Example Scripts
The following scripts are examples that may not work if used in the exact form shown
here and placed into another environment.
Sample Script - Start_Request, Get_Content_Xml, Submit_Request

DECLARE
l_api_versionNUMBER := 1.0;
l_commitVARCHAR2(5) := FND_API.G_TRUE;
l_content_idVARCHAR2(30);
l_media_typeVARCHAR2(30);
l_request_typeVARCHAR2(20);
l_user_noteVARCHAR2(1000);
l_document_typeVARCHAR2(150);
l_bind_var JTF_FM_REQUEST_GRP.G_VARCHAR_TBL_TYPE ;
l_bind_var_type JTF_FM_REQUEST_GRP.G_VARCHAR_TBL_TYPE ;
l_bind_val JTF_FM_REQUEST_GRP.G_VARCHAR_TBL_TYPE ;
l_template_id NUMBER;
l_party_id NUMBER;
l_user_idNUMBER;
l_server_id NUMBER;
l_request_idNUMBER;
l_subjectVARCHAR2(100);
l_msg_count NUMBER;
l_msg_data VARCHAR2(1000);
l_return_status VARCHAR2(1000);
l_content_xml1 VARCHAR2(1000);
l_content_xml VARCHAR2(10000);
APIs B-21
l_content_nmVARCHAR2(100);
l_emailVARCHAR2(100);
l_printerVARCHAR2(100);
l_file_pathVARCHAR2(100);
l_faxVARCHAR2(100);
BEGIN
-- Start the fulfillment request. The output request_id must be passed
-- to all subsequent calls made for this request.
JTF_FM_REQUEST_GRP.STart_Request
(
p_api_version => l_api_version,
x_return_status => l_return_status,
x_msg_count => l_msg_count,
x_msg_data => l_msg_data,
x_request_id => l_request_id
);
DBMS_OUTPUT.PUT_LINE('Request_ID: '||to_char(l_request_id));
-- Initialize the parameters for Master Document.
-- this does not need anything.it just sends the email .
l_content_id := &p_contentid;--item id
l_media_type := &p_mediaType;
l_document_type := &docType;--zip or htm or html
l_request_type := &p_requestType;
l_user_note := 'Please dont hesitate to call at 1-800-INFODSK.';
l_email := &p_email;
l_printer := '\\ORADEV8\DEVSTANLEY';
l_file_path := NULL;
l_fax := '9999999999';
-- This call gets the XML string for the content(Master Document) with
-- the parameters as defined above
JTF_FM_REQUEST_GRP.Get_Content_XML
(
p_content_id => l_content_id,
p_content_nm => l_content_nm,
p_document_type => l_document_type,

p_media_type=> l_media_type,
p_printer => l_printer,
p_email => l_email,
p_file_path => l_file_path,
p_fax => l_fax,
p_user_note => l_user_note, p_content_type => l_request_type,
p_bind_var => l_bind_var,
p_bind_val => l_bind_val,
p_bind_var_type => l_bind_var_type,
p_request_id => l_request_id,
x_content_xml => l_content_xml1);
-- The output XML string is stored in a local variable
l_content_xml := l_content_xml1;
-- Check the return status
DBMS_OUTPUT.PUT_LINE('Return Status: '||l_return_status);
DBMS_OUTPUT.PUT_LINE('Message_Count: '||l_msg_count);
DBMS_OUTPUT.PUT_LINE('Message Data: '||l_msg_data);
-- Initialize Parameters for submitting the fulfillment request
l_user_id := &p_userId;--this is a parameter that can be filled during
run
-- l_server_id := null;
l_subject := &p_subject;--subject could be environment and what test it
is
-- Submit the fulfillment request
JTF_FM_REQUEST_GRP.Submit_Request
(
p_commit => l_commit,
p_subject => l_subject,
p_party_id => l_party_id,
p_user_id => l_user_id,
p_queue_response => FND_API.G_TRUE,
p_content_xml => l_content_xml,
p_request_id => l_request_id
);
DBMS_OUTPUT.PUT_LINE('Return Status: '||l_return_status);
DBMS_OUTPUT.PUT_LINE('Message_Count: '||l_msg_count);
APIs B-23
DBMS_OUTPUT.PUT_LINE('Message Data: '||l_msg_data);
DBMS_OUTPUT.PUT_LINE('Message Data: '||l_user_id);
END;

C
Profile Options

• Fulfillment Profile Options
Fulfillment Profile Options

The following table lists the Oracle One-to-One Fulfillment profile options.
Oracle One-to-One Fulfillment Profile Options
Name Category Seeded Description Description Example
JTO: Debug: Debug When true, write Print debug <blank>

Enable UI Debug debug output statements on JSP
directly to the pages.
generated JSP page.
JTO: Email: Setup URL to embed in - <img

Tracking URL email messages used src="http://<
host>:<port>/
to register when a OA_HTML/jtffm
recipient opens a ImageTracker.
received email. See jsp?PAGE.OBJ.
the Implementation requestId=&PA
Guide for this value. GE.OBJECT.obj
Id=&file_name
=jtfutrpx.gif
" height="0"
width="0"
alt="">
Profile Options C-1

JTO: Email: Setup This profile stores - -
Unsubscribe the text and the URL
email footer for that will be added to
TEXT emails the end of text
format email body;
this portion points
the user to the
Unsubscribe page in
the application.
JTO: Email: Setup The unsubscribe text - "To unsubscribe,

Unsubscribe at the end of the please click <a
URL email message and href="http://jtotes
the URL link to t.us.oracle.com/O
allow recipients to A_HTML/amsCo
add their email ntactPreferences
addresses to a Do Main.jsp?PAGE.
Not Contact list. OBJ.requestId=&
PAGE.OBJ.objId=
">here<a/>
JTO: Integration: Integration The JSP filename of Destination of the <blank>

OSO Create Page the page invoked Create page
JSP from the Fulfillment button.
Status page Create
button.
JTO: Integration: Integration The JSP filename of Destination of the jtffmast.jsp

OSO Done Page the page to return to Create page
JSP after submitting a button.
request.
JTO: Interaction Interaction Interaction History Set the Interaction 9

History: Result History result ID assigned to History result ID
ID Failure failed requests. of failed
dispatches of the
Fulfillment
Server.
JTO: Interaction Interaction Interaction History Set the Outcome 10

History: History outcome ID assigned code of
Outcome ID to requests. Interactions
logged by the
Fulfillment
Server.
C-2 Oracle One-to-One Fulfillment Implementation Guide

JTO: Interaction Interaction Interaction History Set the Interaction 8
History: Result History result ID assigned to History result id
ID Success successful requests. of successful
dispatches of the
Fulfillment
Server.
JTO: Merge Setup Merge field left Designate the left << or {(
Delimiter: Left delimiter. delimiter of
merge fields.
JTO: Merge Setup Used to designate Designate the left << or {(

Delimiter: Left the left delimiter of delimiter of
Encrypted encrypted merge encrypted merge
fields. fields.
JTO: Merge Setup Merge field right Designate the >> or )}

Delimiter: Right delimiter. right delimiter of
merge fields.
JTO: Merge Setup Designate the right Designate the >> or )}

Delimiter: Right: delimiter of right delimiter of
Encrypted encrypted merge encrypted merge
fields. fields.
JTO: Security: Setup The value to encrypt Key used to changeme

IMAP Password the bounceback encrypt and
Encryption Key account password. decrypt
bounceback
password.
JTO: Security: Setup The value to encrypt Key used to changeme

Merge Field and decrypt merge encrypt and
Encryption Key fields. decrypt
encrypted merge
fields.
Profile Options C-3

JTO: Server: Setup Used in the - -
Batch Size multithreaded
design for the server,
this profile specifies
the number of
request lines that are
picked up by the
server in one
database call during
the request
fulfillment process.
Server needs to be
restarted for the
change in this profile
to take effect.
JTO: Server: Setup The default server to Used by the APIs. 5000
Default Server use when the user is The default server
ID not associated with is assumed as the
any server. Rapid Install
server (serverId -
5000). Groups can
set up their own
default server in
this profile.
JTO: Server: Setup The server error log Default Errors.log

Error Log filename. Fulfillment Server
Filename Error Log name.
JTO: Server: Setup Events log file name. Default Events.log

Event Log Fulfillment Server
Filename Event Log name.
JTO: Server: Log Debug Level of logging. Level of logging 2

Level used by the
Fulfillment
Server.

Preload Contact multithreaded
Preferences design for the server,
this profile specifies
if the server should
check the TCA
contact preference
for the TCA party in
the request lines.
Use this profile to

pre-load Contact
Preferences to
automatically
display contact
preferences,
pre-validate email
addresses and
extensible
pre-processing.
Profile Options C-5

Record success multithreaded
for Mass request design for the server,
at Batch level this profile specifies
only if the server should
make a database
update for every
request line. Such
updates slow down
the request
completion time.
Please note that with
this profile set to "Y",
the database update
is only done for
failed lines. This
means that if for
some reason the
fulfillment server
Java process is killed
the server will have
no recollection of the
emails sent
successfully. When
the server is brought
up subsequently
there is a chance that
the server will send
some emails again.
JTO: Server: Setup The time, in Time, in 20000

Refresh Idle milliseconds, during milliseconds,
Milliseconds which the during which the
Fulfillment Server Fulfillment Server
rests between rests between
self-diagnostic self-diagnostic
inspections. inspections.
JTO: Server: Setup Fulfillment temp Default location tmp

Temp Directory directory. for creating
Fulfillment Server
temporary files.

JTO: Server: Use Setup Specifies if the - -
Multithreaded fulfillment server
Fulfillment should use the
multithreaded
design for mass
email requests. This
profile option does
not impact the
processing for single
& test requests. Also
this design is not
used for requests of
type other than the
email media type.
Server needs to be
restarted for the
change in this profile
to take effect.
Profile Options C-7

Glossary
Advanced Queue
A mechanism within the Oracle database that is used by the Fulfillment APIs and
Fulfillment Server to queue requests. Fulfillment APIs put requests into the queue. The
Fulfillment Server pulls requests out of the queue.
bounceback
The process of returning email to the sending server because of an incorrect address
(hard bounceback) or because the recipient's inbox is full (soft bounceback).
content item (cover letter)

An instance of a content type.
content type
The definition of the structure of a cover letter that can be used in email, fax and print.
database connectivity file

A text file that contains the connection parameters for the Oracle Applications database.
It is created automatically when Oracle Applications is installed.
data source file

A text file that contains tab-separated merge fields that have been obtained by a query.
dequeuing
A process by which the Fulfillment Server retrieves fulfillment requests from a queue.
enqueuing
A process by which a business application places fulfillment requests into a queue.
email channel
Requests sent by email.
Glossary-1
fax channel
Requests sent by fax.
Fulfillment Administration Console

The HTML interface for administrators to define and maintain the servers and the
associated email, fax and print servers. Administrator can define groups of agents and
associate them with the defined servers. Oracle One-to-One Fulfillment supports two
content repositories, Marketing Encyclopedia System (MES) and Oracle Content
Manager (OCM), and provides administration HTML pages to create and upload
content into each repository.
fulfillment
The process of compiling and distributing information to customers.
fulfillment request
The customer request that is processed. The request can be made up of a simple email,
merged email, email with attachments, and so on. A request starts when the Fulfillment
APIs receive data. The request ends when the Fulfillment Server passes information to
the Java mail APIs or to the Print or Fax Enabler.
Fulfillment Server
The multi-threaded Java server that processes Fulfillment requests by de-queuing them
from an Advanced Queue.
glue code
Code that connects two components.
Java
A technology that is both a programming language and a platform.
Java API
The Java application programming interface. A large collection of ready-made software
components that provides many capabilities, such as graphical user interface (GUI)
widgets. The Java API is grouped into libraries of related classes and interfaces known
as packages.
javac
The Java programming language compiler.
Java language
An object programming language in which programs are both compiled and
interpreted. Using the compiler, a program is translated into an intermediate language
Glossary-2
called Java bytecodes, which are platform-independent codes that are interpreted by the
interpreter on the Java platform. The interpreter parses and runs each Java bytecode
instruction on the computer. Compilation happens only once, but interpretation occurs
each time the program runs.
Java platform
A software-only environment that runs on top of other hardware-based platforms. The
Java platform has two components: Java Virtual Machine (Java VM) and the Java
Application Programming Interface (Java API).
Java Virtual Machine

The base for the Java platform. It is ported onto various hardware-based platforms.
malformed email
Email addresses that are incorrectly formed (such as a missing "@"). The resulting email
cannot be sent to the customer.
mass request type

Large volume One-to-One requests. For mass requests, the calling application passes a
SQL query which when executed derives the list of email addresses and fax numbers.
master document
An HTML file that contains the main content in a fulfillment item.

A file repository that stores master documents and queries that are used to specify
fulfillment content.
multi channel
Requests sent by more than one channel.
OCM
See Oracle Content Manager.
(One-to-One) request
Requests initiated by a calling application (such as Oracle Collections) to send one ore
more master documents or pieces of collateral to a customer.
(One-to-One) job
Requests that are comprised of one or more jobs (sub-requests) which represent the
individual email or faxes, and so forth, that are sent to a specific customer.
Glossary-3
opened email
Emails sent by Oracle One-to-One Fulfillment that have been opened by the recipient.

A document repository for fulfillment content.
physical request
One-to-One physical collateral requests for Collateral kits. These Collateral kits are
separated into individual collateral and an order created which has multiple order lines
(one for each collateral) and multiple shipment lines if the request has multiple
recipients.
print channel
Requests sent to a printer and then mailed to a customer.
query
A SQL (structured query language) statement that generates selected data from a
database. A query determines which records meet the defined criteria, and which fields
of those records are returned.
queue
A repository for messages. Queues are stored in queue tables. Each queue table is a
database table and contains one or more queues.
sent email
Emails sent by Oracle One-to-One Fulfillment.
single request type

One-to-One requests sent to a single customer.
template
A grouping of material that is useful but not required for distributing master
documents and collateral. An Oracle Marketing Encyclopedia System template is a
package of content that is compiled by the Fulfillment Server. The fulfillment request
identifies the template being used to compile the content.
unopened email
Emails sent by Oracle One-to-One Fulfillment that have not yet been opened by the
recipient.
Unsubscribe option
An option for email sent by Oracle One-to-One Fulfillment that contain an
Glossary-4
"Unsubscribe" link, and in which the recipient (customer) has selected to not be
contacted, either by email or not at all.
versioning
Updating a content item by modifying an existing version or creating a new one. Each
version can have the status of In Progress, Submitted or Approved. In Oracle Content
Manager, multiple approved versions can exist, but only one version can be set as the
live version.
Glossary-5

Index
A C
account statements, 1-1 canceling requests, 6-43, 6-44
Administration Console, 6-71 Captaris RightFax, 1-9, 2-2, 4-1
Adobe Acrobat, 6-68 collateral, 6-28
Advanced Queuing, 1-7, 1-7 Oracle Marketing Online items, 6-15
agent groups, 1-9 sales and marketing, 1-1
aliases, 1-13 upload, 1-14
amsContactPreferencesMain.jsp, 1-16 commands in background mode, 5-12
angle quotes, 5-14 conditional dependencies, 2-7
API constructor, 4-2, 4-4
call for faxes, 4-2 contact management, 2-6
function of in fulfillment requests, 1-1 Contact Preferences, 1-15
in fulfillment requests, 1-7 content, types of, 1-7
interface for Java, 4-2 Content Renditions region, 6-41
Java Mail, 1-5 content types, 5-9
procedures, 1-7 Content Type Summary Page, 6-34
static, 4-4 cover letter, 6-32
approved version, 6-34 attachments, 6-35
APPS.HZ_CONTACT_PREFERENCES, 5-11 body, 6-34
apps.zip Cover Letter Content
and log directory path, 5-9 create, 6-39
associating printers with a printer server, 6-10 cover letter content type
Content Block, 6-34
B Footer, 6-34
Header, 6-34
background mode, 5-12
Cover Letter Content Types, 6-33
batch email, 1-16
Creating and Managing, 6-36
batch request, 1-9
cover letters, 1-17
bind variable, 1-13
and merge field errors, 5-14
blank screen on monitor, 5-3
in master documents, 1-10
bounceback, 1-7, 3-17
in Oracle TeleSales, 2-6
Business Intelligence Publisher, 1-18
Index-1
Create Query page, 6-31
creating a print server, 6-9 E
creating a user account, 3-6, 3-11
email, 6-32
and Oracle Collections, 2-5
D and Oracle Lease Management, 2-5
database and Oracle Marketing, 2-5
column names in queries, 1-13 and Oracle Scripting, 2-6
in Advanced Queuing, 1-7 and Oracle Student Systems, 2-6
polling, 1-8 and Oracle TeleSales, 2-6
table, 1-7 and Oracle TeleService, 2-7
data object, 1-7 and queries, 1-12
data security, 1-11 as output channel, 1-7
data source file, 1-14 as output device, 1-1, 1-9, 2-1
Datasource sub tab, 6-31 contact preferences, 2-7
deactivating an assigned responsibility, 3-7, 3-12 fulfillment requests, 1-9
debug language characters, 5-8
server, 5-23 protocols, 1-7
debug flags, 5-5 servers, 1-9
debug logging, 5-22 tracking, 1-9, 1-16
define Unsubscribe option, 1-15
attachment, 6-38 Email Servers page, 3-15
content block, 6-38 engine.CommandPort, 3-21
Footer attributes, 6-38 enqueuing, 1-7
General region, 6-37 error message directory, 5-9
Header attributes, 6-37 errors
deleting history entries, 6-53 common, 5-2
delimiter flags, 5-14 email, 5-7
deliverables, 6-28 Fulfillment Server, 5-3
dependencies
conditional, 2-7 F
mandatory, 2-2
FAQ, 5-8
dequeuing, 1-7
fax, 6-32
directory
API call, 4-2
for error messages, 5-9
as output channel, 1-7
Documents Using Query, 6-31
as output device, 1-1, 1-9, 2-1
DOS
requests, 5-24
batch file, 3-22
fax integration, 4-1
commands, 5-13
Fax Servers page, 3-18
startup script, 3-22
firewall, 1-10
double angle quotation mark, 6-57
flags
downloading master documents, 6-26
-D, 5-10
duplicate
debug, 5-5
cover letter content type, 6-33
delimiter, 5-14
dynamic content, 1-11
effect of changes to, 5-7
dynamic master document, 1-11
in startup script, 5-8
FM Server Script, 5-10
Index-2
FNDPSTAX, 6-71
form documents, 1-17, 6-58 J
frequently asked questions, 5-8
Java
fulfilled, 6-32
API Interface, 4-2
fulfillment
exception, 5-9
definition, 1-1
fax call, 4-2
requests, 1-7
Mail APIs, 1-5
Fulfillment Server
print solution, 4-4
and errors, 5-24
property flags, 6-57, 6-58
and print fulfillment, 4-4
server, 1-8
configuration for Unsubscribe, 1-15
java.lang.IllegalArgumentException, 5-10
email errors, 5-7
java.lang.NullpointerException, 5-2
function of, 1-8
Java Server Page, 1-10
history of requests, 1-14
Java Virtual Machine
in fulfillment requests, 1-7
resolving character errors in email, 5-8
parameters, A-1
JTF_FM_ADMIN, 3-7
requirements, 2-1
JTF_FM_MAX_PROCESSES, 5-2
startup scripts, 1-9
JTF_SYSTEM_ADMIN_ROLE, 3-8
stopping and restarting, 5-7
JTFFMCTL.SH, 5-2
Fulfillment Server error messages, 5-3
L
G
language characters, 5-8
global variable, 1-13
lease contracts, 1-10
grouping documents, 1-8
lease terms, 1-1
guillemet, 6-57, 6-58
Linux, 1-17
log files
H directory path, 5-9
hard bounce back, 1-7
Hexadecimal, 6-57 M
hidden image, 1-10
mail merge, 6-35
high quality print, 1-17
personalized tags, 6-35
High-Quality Printing, 6-9
mandatory dependencies, 2-2
history entry, 6-53
master document, 1-7
History sub tab, 1-14, 6-45
and queries, 6-27
HTML
creating and saving, 1-11
code in master documents, 1-11
downloading, 6-26
document, 1-8, 1-8
in queries, 1-14
HTTP, 1-7
types of, 1-10
updating, 6-25
I uploading, 6-24
IDAP, 1-7 viewing, 6-26
image tag, 1-10 viewing list of queries, 6-30
initializing processor error, 5-13 merge delimiters, 5-8
integrating fax software, 4-1 merge field, 6-34, 6-40
Interaction History, 3-15 merge fields
Index-3
and data source file, 1-13 Oracle Scripting, 1-14, 2-6
and master documents, 1-11 Oracle solution, 1-17
downloading list of, 6-31 Oracle Student Systems, 2-6
errors, 5-14 Oracle Telesales, 5-9
in Adobe Acrobat PDF form document, 6-68 Oracle TeleSales, 1-14, 2-6
in RTF documents, 6-58 Oracle TeleService, 2-7
table rows, 5-15 outbound content, 6-32
Microsoft Notepad, 1-11, 3-21 outbound correspondence, 1-1
Microsoft Word, 1-11, 6-59 out of memory error, 5-2
Microsoft WordPad, 1-11 output channel, 1-7
monitor, remote, 3-22 output devices, 1-1, 1-9, 2-1
monitor displays blank screen, 5-3 Overview
multi-threaded, 1-8 Cover Letter, 6-32
N P
native print function, 6-58 parameters
natural language, 5-8 effect of changes to, 5-7
Network Name, 6-71 Fulfillment Server, A-1
new content items folder, 1-12 party_id, 1-16
notification letters, 1-1 Pasta printer, 6-71
Pasta Print Server, 6-71
O past due notices, 1-10
PDF, 1-17, 1-18
Octal, 6-57
collateral, 1-3
merge fields in, 6-68
responsibility, 6-39
physical collateral, 1-1
oracle.apps.jtf.fm.engine.FaxEnabler, 4-2
PL/SQL, 5-22
oracle.apps.jtf.fm.engine.logging.logger, 5-9
port, 1-9, 3-21
oracle.apps.jtf.fm.engine.PrintEnabler, 4-4
print
Oracle Collections, 2-5
as output channel, 1-7
fulfillment requests, 4-4
profile options, 1-11
request, 5-24
Oracle CRM Connector, 4-1
print channel, 6-32
Oracle Interaction History, 1-8
printers, associating with print server, 6-10
Oracle Lease Management, 2-5
print renditions, 6-41
Oracle Marketing, 2-5
print server, creating, 6-9
print servers
and updating documents, 6-25
as output device, 1-1, 1-9, 2-1
assigning query to, 6-27
product information, 1-1
creating queries for, 6-29
profile options, 1-11, 2-10
fulfillment requests, 1-7
queries stored in, 6-28
uploading master document to, 6-24 Q
Oracle Marketing Online, 1-15, 1-16, 6-28 queries
Oracle Marketing Online items, 6-28 and master document, 6-27
Oracle One-to-One Fulfillment, 6-35 creating for Oracle Marketing Encyclopedia
Oracle Pasta, 1-17 System, 6-29
Index-4
functions of and syntax for, 1-11, 1-12 fulfillment server, 1-9
list of, 6-30 startup, 3-21, 4-2, 4-4
updating, 6-30 search for requests, 6-54
Queries, 6-35 Searching Cover Letters, 6-41
query, 6-38 semicolon, in SQL staements, 1-13
Query sub tab, 6-28 server
question marks in email, 5-8 debugging, 5-23
queues and queuing, 1-7 server, fulfillment, 2-1
Quick Find, 6-55 server polling, 1-8
server process
R maximum, 5-2
service request notifications, 1-10
remote command script, 1-9, 3-21
shutdown time, 6-4
Remote Monitor, 3-22
SMTP, 1-9
request
soft bounce back, 1-7
canceling, 6-43, 6-44
SQL, 1-8, 1-12, 1-13, 6-35
outcomes, 1-14
SQL query, 6-59, 6-69
print, 4-4
stalled requests, 1-15
processing, 5-13
start time, 6-4
queue, 1-7
resubmitting, 6-53
and fax solution, 4-2
search for, 6-54
flags, 5-8
stalled, 1-15
monitoring remote commands, 3-21
status of, 6-42
print solution, 4-4
viewing details of, 6-45
static document, 1-8
request_id, 1-16
static master document, 1-11
Request Failure Result, 3-15
statistics, 1-9, 1-16
Request Outcome, 3-15
status of request, 6-42
Request Success Result, 3-15
Status page, 1-9
responsibilities, 2-9, 3-7
Status sub tab, 1-15
deactivating, 3-7, 3-12
stopping and restarting the Fulfillment Server, 5-
restarting stalled requests, 1-15
7
resubmitting requests, 6-53
structured query language, 6-35
rfwebcon.dll, 4-2
stylesheet, 6-33
Rich Text Format, 1-17, 6-58
Submitting for Approvals, 6-41
RightFax, 1-18
surveys, 1-1
integration, 5-24
syntax, SQL query, 1-13
RightFax Integration Module, 4-1
system requirements, 2-1
RTF, 1-17, 1-18
RTF document upload failure, 5-9
RTF template, 6-71 T
table rows, 5-15
S tables, queue, 1-7
template
sales and marketing collateral, 1-1
definition of, 1-10
sales offers, 1-10
tracking email, 1-9, 3-16
screen on monitor goes blank, 5-3
script
Index-5
U
Unicode, 6-57
UNIX, 1-17
remote command script, 5-12
shell script, 3-22
Unsubscribe, 3-16
Unsubscribe option, 1-15
updating master documents, 6-25
uploading RTF document, 5-9
US ASCII, 5-8
user account, 3-5, 3-6, 3-7, 3-11
V
variables, 1-13
viewing master documents, 6-26
W
Windows, 1-17
X
XML, 1-7
interface for RightFax, 4-1
XPDF, 1-18
XSL-FO, 1-18
Index-6

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Oracle® One-to-One Fulfillment

Part No. E48993-01

Primary Author: Ashita Mathur

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2 Dependencies and Integration Points

5 Diagnostics and Troubleshooting

A Fulfillment Server Commands

Oracle One-to-One Fulfillment Implementation Guide, Release 12.2

Access to Oracle Support

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This chapter covers the following topics:

Overview of Oracle One-to-One Fulfillment

• Survey email invitations

• Sales and marketing collateral

• Template: A high-level definition of one or more Oracle One-to-One Fulfillment

• Merge field: Data elements in an Oracle One-to-One Fulfillment cover letter or

Templates, Master Documents and Collateral

1-2 Oracle One-to-One Fulfillment Implementation Guide

• Renditions – The Oracle One-to-One Fulfillment print solution supports printing of

E-Business Suite Use of Templates, Master Documents and Collateral

Master Documents and Collateral

Templates, Master Documents and Collateral:

1-4 Oracle One-to-One Fulfillment Implementation Guide

• Oracle One-to-One Fulfillment writes request details to Fulfillment History. If

• Email Bounceback, page 1-7