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Automatically Scheduling and Tracking Work Items

April 3, 2018 I recently heard a customer question regarding how to manage scheduled work - such as task-based initiatives that need to be done at specific times of the week, month or year. How could I  setup a task based scheduling system where I could build out my list of tasks, the frequency, attach the job aide/work instructions, then have the system assign it to a specific queue when the time for the task to be done comes up. These would all be scheduled items. Once I set the frequency of the task, there would be an engine/function that would create these tasks. I would also like to be able to report on these tasks, if they were completed, etc. As I was thinking about this, I broke it down into a few items: How could we track/manage an individual piece of work? How…

What’s New in Dovetail Agent 19

March 27, 2018 We recently released Dovetail Agent version 19. Here’s a run-down of the highlights. Download Search Results Users have always been able to download the results of a query, but now they can also download the results of a search as well - in either Excel or CSV format. Download Search Results The output columns when downloading search results will be the same output columns as when a query result is downloaded, and are easily configurable using a filter.config file. So it's easy to add or remove additional columns, and that change will automatically apply to both query and search results. Search Results - Excel format   Download Limits A new configuration setting (DownloadMaxRowCount) defines the maximum number of items that can be downloaded, from either a query result or a search result. This helps…

Update and Modernize Your Clarify Environment

update modernize clarify
March 7, 2018 Update your Clarify Environment Dovetail has a total system approach to update and modernize Clarify and addresses all aspects of the system, from the user interface and its customization framework to the backend server applications and security. It is possible to completely overhaul your whole system or just as easily solve one or two particular issues. What our solution does is allows organizations to infuse current technologies with new life - an updated and modernized system by expanded methods of deployment, increased functionality, simplified customization and administration, as well as this: lower costs. <-  Who doesn't want that? Access Through the Web Dovetail offers a completely independent framework for accessing Clarify data through the web.  This framework can be used to replace your existing access points to Clarify such as the classic client, eSupport, and smart client or it can…

Clarify CRM: Successful Migration & Modernization is our Standard

March 1, 2018 What More could a Clarify CRM Customer Ask for? How about a Modern Solution at a Low Risk Migration CIOs and Heads of Customer Support have nightmares thinking about changing their customer support software. It is quite the dilemma. Their current solution has many issues and it doesn’t do everything they want, but “it works”. Therefore, the lesser of evils seems to be to continue to use their current solution because of the fear of what could happen if they attempt a migration strategy to a new solution. Many companies have suffered tremendously by selecting the wrong enterprise software, and there is the further possibility of limiting one’s career, or worse, losing your job if you are part of a project involving the wrong software selection. What is your current situation? This is the situation for all users of Clarify…

How to Quickly Test Dovetail Carrier Messages

October 24, 2017 A common workflow is to have a business rule fire, and that business rule will send Dovetail Carrier a message. For example, when a customer updates a case via SelfService, we can have a business rule fire that sends an SDK Toolkit message to Carrier, and Carrier will change the case status to "Customer Update". Complete end-to-end Testing When I'm putting this all together, and testing it out, a full integration test would be to log into SelfService, and log a note to a case. That would cause Rulemanager to fire a business rule which would send the message to Carrier, then Carrier can do its thing. So I have multiple apps in play here: Dovetail Agent, for setting up the business rule Dovetail SelfService, which is how the customer updates a case Dovetail Rulemanager, which processes the business rule…

Finding a Business Rule based on its message

September 26, 2017 If you receive a business rule notification message, but you're unsure as to exactly which business rule it came from, there's a few ways to find the originating rule. Notification Message For example, lets say that you received the following notification: Email Notification How do I find which business rule caused this notification to be sent? There's actually a few options here. 1. Dovetail Agent - Query Business Rule Actions Using Dovetail Agent, create a query for Business Rule Actions Dovetail Agent - Query Business Rule Actions And filter for Message Contains something happened This will show you a list of rules that contain that string in the message. Dovetail Agent - Query Results Clicking one of the results will take you to the Business Rule itself. [caption id="attachment_7594"…

How to Include Calculated Data in Query Results

September 19, 2017 I've blogged before about the Filter Config and Filter Overrides within Dovetail Agent. I totally dig this feature, as it makes it super easy to customize the queries within the app without having to write code. We know it's easy to show data that comes from a database column within the query results - such as a contact's name or phone number. But what if we wanted to show something that is more dynamic? i.e. something that needs to be calculated?   For example, in the result set for contact queries, what if we wanted to show the number of open cases that a customer has? There's not an existing field in the database that contains this data. The number of open cases needs to be summed up. So how can we do this in a query? SQL Views to…

Business Rule Usage Reports in Dovetail Agent

September 12, 2017 A few years ago I wrote a post titled Getting the most out of your business rules. Most of the information in that post is still relevant today.  In that post, I discussed how we can analyze the data inside our database to see which rules are firing and how often. We can do this using a Business Rule Usage Report. This report tells us what business rules are firing along with how often. Perhaps even more importantly, it allows you to see the rules that are not being fired. Perhaps those rules could be removed, or made inactive, therefore simplifying business rule administration. Or maybe they should be firing, and need further investigation.These reports are now available within Dovetail Agent.  Makes sense to have this data available right alongside where you create and edit your business rules. Business Rule Usage ReportFrom the Manage…

Parent-Child Cases Extension in Dovetail Carrier

September 5, 2017 One of the available extensions within Dovetail Carrier is the Parent-Child Cases Extension, which allows for automating workflow processes involving parent and child cases. Quick Refresher on Parent and Child CasesWith parent and child cases, we can relate a group of similar problems with a root cause. The parent case identifies the root cause. A child case is a customer problem that arises due to the root cause and is linked to the parent case.For example, suppose someone knocks out a utility pole, which causes an internet outage for many customers.Each customer may call into the call center and report the outage. We can relate all of these cases to a parent case, which is where the repair is being tracked. Updates on the repair are tracked within the parent case. Only one case needs to be updated, thus removing duplicate…

New in Dovetail – Configuration Item Rule Properties

August 29, 2017 We've recently added support for Configuration Item Rule Properties in Dovetail Rulemanager and Dovetail Agent. In this post I'll cover what they are, why you'd want to use them, as well as a few examples.   First, a quick refresher on Rule Properties and Config Items. Rule Properties Business Rule Properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Email Log Templates Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column. For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name. However, there are instances where a static value may be desired, and this static value cannot be traversed to via a schema path. In these instances, a Configuration Item Rule Property is…