Gary Sherman
Gary Sherman

Gary Sherman

Chief Technology Officer, Vice President of Products
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Gary Sherman
August 22, 2016

Recently over on the Clarify forum on, we had an interesting discussion around the use of canned responses within the Clarify Classic Client.

I introduced the term Canned Response into that post, as the original request sounded a lot like the Canned Response feature that we recently added in Dovetail Agent.

Other terms for this include snippets, templates, and saved replies.




The original request was:

Is it possible to assign a keyboard short cut for case notes field so we can auto populate certain text that is very repeatedly used.



There’s nothing out of the box within the Clarify Client to insert commonly used text within a case note. Depending on what you want to do, it’s

Gary Sherman
August 9, 2016

I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules.  But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension.  In this post, I’ll walk through how we accomplished this.

There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it.


Photo by @ederpozo



Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service

Gary Sherman
August 4, 2016

When viewing queries in Dovetail Agent, they’re ordered alphabetically.

I was recently asked if there was a way to change the ordering. For example, I may have a certain query that I always want to be at the top of the list.

Nope, sorry. They’re alphabetical.

But, you can use a few tricks to get the ordering you want.




Purely based on letters, if we want something at the top of the list, we could have its name being with “a”, or prefix it with “aaa” . Similar for “zzz”



Reminds me of those businesses that would name their companies so that they would be

Gary Sherman
August 2, 2016

We recently released an updated version of Dovetail Carrier, and this version includes a new SDK Toolkit Extension.

I’m super excited about this new extension – so lets get into the details.

But first, a quick refresher on Dovetail Carrier.


What is Dovetail Carrier?

Carrier is a flexible and customizable message handling framework for your Dovetail or Clarify CRM application. It allows the automation of virtually any internal CRM processes associated with communicating with external systems. Carrier uses messaging, a method of communication between software components or applications that enables distributed communication that is loosely coupled, to enable organizations to establish efficient dataflow between their systems.

carrier components including the SDK Toolkit extension



The Carrier framework is designed to

Gary Sherman
July 27, 2016



In Dovetail Agent 11, we’ve made a number of enhancements that improve working with email, including:

Reply / Reply All / Forward The Log Email form can now be popped out to a full screen modal window Drag-and-drop file attachments Preview/download a file attachment Remove a file attachment Canned responses

This video is a quick walk-through of these enhancements



Direct link to video on YouTube

Gary Sherman
July 22, 2016

I recently posted some details about Canned Responses in Dovetail Agent, including detailed descriptions and a bunch of screenshots.

That ended up being a pretty long post, so I figured a video walk-through of canned responses might be more useful. Enjoy.


Direct link to video on YouTube

Gary Sherman
July 21, 2016

In Dovetail Agent 11, we introduced Canned Responses.

In a previous post, I gave an introduction to canned responses. Here, I’ll go into much more detail.




What are Canned Responses?

Canned responses are re-usable text snippets that you can use when logging emails or notes. Canned responses can save you time if you’re often typing similar responses. Users can create personal canned responses, and can also share canned responses to workgroups, or to everyone.

Canned responses save users time, increase productivity, and enable more consistent responses to customers.

  Creating Canned Responses

From the User menu, click on the Canned Responses item:




Gary Sherman
July 15, 2016

Here’s a little sneak peek of what’s coming in the next version of Dovetail Carrier.



Need a Hint?

Gary Sherman
July 7, 2016

Rule properties are used mainly within business rules. They’re used within business rule conditions, and also in business rule messages.

We also use them as part of Dovetail Task Manager, and within Canned Responses.

Out of the box, Clarify defines properties for Object ID and for Database ID.


Object ID

Looking at the Object ID properties, we see:

Manage Rule Properties - Object ID

Looking at the path_name for each of these, notice that most of them map to the id_number field, but some map to the objid field. Confusing.

For Case and Subcase, Object ID means the id_number. But for Part Requests, it means the objid. Ugh.


Database ID

Looking at the Database ID

Gary Sherman

Back in 2002 (when we First Choice Software), we had a company trip to the Turks & Caicos.

While cleaning out my closet recently, I found one of the T-shirts we had made to commemorate the event.



No idea why, but I have this picture of Sam and I looking down into a hole on the island during that trip.

I’m sure we were contemplating something very important though. 



Bugaloo’s Conch Shack – best conch on the island.


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