REQUEST A DEMO

Author: Gary Sherman

Chief Technology Officer, Vice President of Products

Posts by Gary Sherman:

Introducing the Webhooks Extension in Dovetail Carrier

August 8, 2017 We recently added a new extension to Dovetail Carrier - a Webhooks Extension.  What's a webhook?Webhooks are "user-defined HTTP callbacks". They are usually triggered by some event, such as pushing code to a repository or a comment being posted to a blog. When that event occurs, the source site makes an HTTP request to the URI configured for the webhook. Users can configure them to cause events on one site to invoke behavior on another. The action taken may be anything.This allows for making a web request based on an event within your Clarify/Dovetail system. A business rule can fire based on the event. Dovetail Rulemanager will evaluate the rule, and send a message to Dovetail Carrier. With the webhooks extension, that message can tell Carrier to make an HTTP request.When Carrier receives a message with a type of InvokeUrl, the…

Dovetail Agent Themes

August 1, 2017 We recently added Themes to Dovetail Agent. Users can now pick a theme that fits their personal style preference.  We currently ship with 3 themes in Agent 18 (Default, Dark, and Quiet Light), and we've recently added a new Blue theme as well (part of Agent 19). Default Theme Default Theme - My Work Default Theme - Case Page Dark Theme Dark Theme - My Work Dark Theme - Case PageQuiet Light Theme Quiet Light Theme - My Work Quiet Light Theme - Case PageBlue Theme Blue Theme - My Work Blue Theme - Case PageUser PreferencesUsers can select their personal Theme preference from the User Preferences page in Dovetail Agent.  User Preferences - Theme Selection Custom…

Collecting In-App User Feedback in Dovetail Agent

July 25, 2017 In a previous post, I covered the basics of Action Items, and how they can be used. Here, I'll illustrate how we used action items as a way of capturing user feedback within the Dovetail Agent app.   Within the page header in Dovetail Agent is a Send Feedback icon. Send Feedback Icon / Link in Dovetail Agent   Clicking that opens a Send Feedback form. Send Feedback Form   It's a very simple form - a dropdown for the subject: Suggestion, Bug, Compliment, or Question, and then a Feedback text box, where the user can type in some feedback. This feedback mechanism allows our users to easily report a bug, ask a question, or send us a compliment about something within the app. Upon submitting the form, the user gets a…

Action Items 101

July 18, 2017 Dovetail Agent has a number of Work Item types. The most common are Cases, Subcases, and Solutions.In addition, there are Change Requests, Part Requests, and Action Items.Not everyone is familiar with Action Items, so this post will cover the basic of action items - what they are, how you might use them, and how they compare to cases. Action Item BasicsAction Items are simply a task that needs to be completed.The task could be any number of things - depending on how you wish to use them.For example, an Action Item could be used:To setup a customer's online account for SelfService/WebSupportAs an Operations task, such as upgrading a serverTo track a contract renewal processetc. Action Item in Dovetail Agent You can use different action item types for different tasks, so you're not limited to a single use case for…

Free Collection of Business Rule Recipes

July 10, 2017 I've often stated that Rulemanager and Business Rules within Clarify/Dovetail are the most powerful (but often underused) components of the system.And when you combine Rulemanager with Dovetail Carrier, it gets even more powerful.To demonstrate some of this power, I've created a collection of business rule recipes that will educate and inspire you to make the most of your business rules.There's over 30 business rule examples, and they stretch across a number of areas, including:User NotificationsWorkflow AutomationCustomer NotificationsIntegrating with third-party services/appsTask ManagerCalling external apps/scriptsSLA Rules (Service Level Agreement)Bonus!There's also a Business Rule Template, which is helpful when defining new business rules.It can be provided to business users, who can fill out the template and submit it to the technical staff.Get It!This Collection of Recipes and the Business Rule Template is completely free.Simply click the button below to get free access.Access the Business…

10 features that power users will love in Dovetail Agent

January 17, 2017 Last year I highlighted 10 things to love about the new Dovetail Agent, that showcased some of the ways that the new Dovetail Agent is so much better than its predecessor.Since we use Dovetail Agent every day for supporting our own customers, we’re power users of the app ourselves. Here, I’ll highlight some of the features that we love, and that we think other power users will love as well.Photo by @laurent_peignault 1. Canned ResponsesCanned 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.And power users will appreciate the @@ keyboard shortcut. Typing @@ (two at signs) will start an inline canned response picker. You can then start…

Multiple Batch Actions in Dovetail Agent – Video walk-through

January 12, 2017 Within Dovetail Agent, you can perform batch actions on a set of items without having to re-query or re-select the items.For example, I can select a set of cases that are in a queue, accept them all, log a note to all of them, and then close them all – without having to re-query or re-select the set.In older releases, after you accepted the cases, the grid would automatically refresh, and those cases would disappear from the grid (since they’re no longer in the queue).We recently enhanced this functionality, adding  an “Automatic Grid Refresh” user preference that controls whether the grid is automatically refreshed or not after a batch action is performed.When disabled, the console grid will not refresh automatically after an action. This allows for multiple actions before refreshing the grid. A Refresh Results button will appear in this…

How To Customize the Clarify Rule Properties form to support function-based Rule Properties

January 11, 2017 Recently I discussed function-based rule properties, which allow you to add your own code for calculating a rule property value.I was asked last week about these – specifically, what if you’re using Dovetail Rulemanager, but not using Dovetail Agent. How do you define these properties?  BackgroundThe property can be defined as a function using the Rule Property UI within Dovetail Agent.But if you’re not using Dovetail Agent, but you are using Dovetail Rulemanager, you can still take advantage of these.Rule properties are stored in table_prop_name. There is a new custom field named x_is_function that defines this property as a function. If set to 1, this property will be evaluated as a function. If set to 0 (default), it will not be.So you can simply create your rule property as normal, then you just need to set the x_is_function column to…

Understanding Business Calendars and Holidays

January 4, 2017 When talking about calendars, notifications, and SLAs – questions around calendars and holidays often arise.So lets explain how they work within Dovetail apps.     Business CalendarsLets start with Business Calendars. They define the work hours.For example I may have a business calendar named “M-F 9-5” with the following work hours:Monday 9:00 AM – Monday 5:00 PMTuesday 9:00 AM – Tuesday 5:00 PMWednesday 9:00 AM – Wednesday 5:00 PMThursday 9:00 AM – Thursday 5:00 PMFriday 9:00 AM – Friday 5:00 PMPretty simple.Business Calendars can be setup using Dovetail Admin. HolidaysNow lets setup the Holidays.Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon: This takes us to the Manage Holidays page, where we can create, edit, and delete holidays.  Clicking the green plus icon allows us to create a new holiday We can give the holiday a name, a start…

What’s New in Dovetail Agent 14

January 3, 2017 We recently released Dovetail Agent version 14. Here’s a run-down of the highlights.   User-Configurable home pageUsers can now set their home page to be any page within the app - such as a queue or a query.For example, perhaps you’re a manager who doesn’t work cases. In this case, you may wish your home page to be My Workgroup's Open Items or one of your custom queries.By default, Home is the same as My Work.To set your home page, use the s+h keyboard shortcut while you’re on any page in the app. Or set it on the User Preferences page.Clicking the Home icon (or using the g+h keyboard shortcut) will take you home.Clicking the My Work icon (or using the g+w keyboard shortcut) will take you to My Work.From the User Preferences page, you can also set or reset your…