Gary Sherman
November 2, 2016

We recently released Dovetail Agent version 13.



Highlights include:

Log Time and Expenses Parent-Child Cases Individual Contacts Adhoc Queries Querying with a specific time History improvements for small images

Lets take a closer look at these.


Log Time and Expenses

Cases and Subcases now include Time and Expenses tabs, allowing for tracking billable and non-billable time and expenses.

T&E logs are often used in Field Service organizations, but many other service and support organizations use this functionality as well.

Time and Expense logging can be enabled/disabled individually on a system wide basis, and is also privilege-class controlled, allowing organizations to control who is allowed to log T&E.



On the Time tab, we include a summary of

Gary Sherman
September 27, 2016


Photo by @justmekirsty


When working a case, we can link a solution to the case, indicating that the given solution resolves the problem at hand.

Now that we’ve linked it, we often want to email that solution to the customer. Using the Canned Responses feature within Dovetail Agent, this is easy to do.

I see two options for how we could email the solution to the customer:

Send the customer a link to the solution, which allows them to view it online in a Selfservice/WebSupport-type app Send the customer the actual solution content

Lets look at how to do both of these options.


Admin Setup – Rule Properties

The first thing we want to

Gary Sherman
September 19, 2016

Recently, I talked about the new SDK Toolkit Extension in Dovetail Carrier, which allows for executing methods within the Dovetail SDK Toolkits, without writing any code.

Once that was released, I was able to remove some custom scripts from our own production environment, and replaced them with this new SDK Toolkit extension.


Change Status

This is the business rule that we has in place:

Object Type Case Rule Name/Description When a customer logs a note via SelfService, change the case status to Customer Update Start Events Log Note Cancel Event None Conditions Logger = SelfService Action Title Change Status Create Activity Log Entry? true (checked) Who to Notify no one (leave empty) Start Action 0 minutes From Event Creation Using Elapsed Time Repeat    Never Message Type Command Line Message C:\Dovetail\custom\RuleManagerActions\ChgStatus\ChangeCaseStatus.bat [Object ID] ‘Customer Status changed

Gary Sherman
September 16, 2016

Within Dovetail Agent, there are two different Refresh Cache actions

Refresh Application Cache Refresh User Cache

This post is a quick rundown of what they do and how they’re different.


Refresh Application Cache

From the Admin menu, there’s a Cache option



This controls the application cache which includes schema, lists (application and user-defined), configuration items, strings, etc.

When the application starts up, a bunch of information that rarely changes is cached, to improve application performance.

The most common use of this is for when you change list values – both application lists (such as Case Type), and user-defined lists (such as Contact Expertise). You can edit your lists using Dovetail Admin, refresh the cache in Agent, and

Gary Sherman
September 13, 2016


Photo by @benchaccounting


When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own.

Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them.

For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact.

If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll

Gary Sherman
September 12, 2016

Dovetail Agent includes support for Change Requests

Recall that a change request is a task you create in response to a reported software bug, hardware defect, or enhancement request.

As Change Requests are worked, they follow a workflow process. We use Statuses and Transitions to define the process, and define who can move the Change Request through its workflow steps.

change request workflows

Technically, Cases also support a workflow and defined transition. It’s just a very simple one.

We can use Cases as a simple example before moving on to the more robust workflow options with Change Requests.


Case Workflows

Cases have just 2 conditions: Open, and Closed.

A case can move from Open to Closed, and from Closed to

Stephen Lynn
September 7, 2016

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.

clarify crmWhat is your current situation?

This is the situation for

Gary Sherman

I was recently posed a question about how to make a URL in a textbox be automatically clickable.

I’ve posted in the past about using hyperlinks in the Clarify Client, but this question was a bit different.

For example, on the Account form in Clarify, there is a web site textbox.

If you type in a URL in that textbox, it is automatically turned into a clickable hyperlink.



Lets say that you wanted to do something similar on a custom form.

You add a textbox to the form, set its contextual object properly, type in a URL, and then – nothing.


It’s not automagically converted into

Gary Sherman
September 6, 2016

The recent release of Dovetail Agent 12 adds support for Change Requests. This post will walk through an overview of Change Request functionality within the app.

What is a Change Request?

From the Clarify documentation:

A change request is a task you create in response to a reported software bug, hardware defect, or enhancement request. It constitutes a complete and formal record of the problem or enhancement request, and what has been done to fix the problem or implement the enhancement.


Overview of FeaturesCreate and Edit Change RequestsWorkflow: Accept, Assign, Dispatch, Forward, Reject, YankStatus Changes:  Fix, Fix Failed, Close, Close as Duplicate,ReopenActions: Log Email, Log Notes, Replicate Change RequestChange Requests are available in My Work, Queries, and Recent ItemsBatch actions are available from My Work and other queries



Naturally, the

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

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