Blog
Gary Sherman
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.

 

 

Understanding Calendars and Holidays

 

Business Calendars

Lets 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 PM

Pretty simple.

Business Calendars can be setup using Dovetail Admin.

biz-cal

 

Holidays

Now lets setup the Holidays.

Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon:


Gary Sherman
January 3, 2017

We recently released Dovetail Agent version 14. Here’s a run-down of the highlights.

 

What's New in Agent 14

 

User-Configurable home page

Users 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.

agent

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


Gary Sherman
December 21, 2016

workflow

When working with parent-child cases, a common workflow is to close the parent case when all the child cases have been closed.

We can easily automate this workflow using Dovetail tools and applications.

 

Business Rule

Here’s the rule that I want to create:

When the last child case is closed, close the parent case.

In order for this rule to function, I need to know when the last child case is closed.

I can do that by looking at the number of open child cases on the parent case. When this number is equal to zero, I know that all of the children have been closed.

But, out of the box, this number is not an available property.

But I can easily create my own, using the function-based rule property functionality.

 

 

NumberOfOpenChildCasesOnParent Rule Property

Following the


Gary Sherman
December 20, 2016

rule-properties

 

Rule Properties

Rule properties are used in a number of places throughout the Dovetail suite, including:

Business Rule ConditionsBusiness Rule Action MessagesCanned Response VariablesTask Manager PropertiesEmail 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 path cannot be traversed, or where a calculation needs to be made.

 

Counts

For example, you may wish to fire a business rule only if all of the subcases on a case have been closed.

So your two business rule conditions would be:

Number of Subcases is greater than zeroNumber of Open Subcases is equal to zero

Or, you may wish to fire a business rule if the


Gary Sherman
December 6, 2016

One of the things we’ve been experimenting with here at Dovetail is the SelfService Timeline.

When looking at a case in Dovetail Agent, a support agent can see some details about what activities a customer performed within our Selfservice app around the time they created a case.

Agents can see:

When a customer logged inWhat searches they performed, along with how many search results they got backWhich solutions (knowledgebase articles) they viewedAny comments/feedback left on a solution

It shows any activities that customer within a 1 hour window before and after the case was created.

This arms agents with additional information and context about what the customer did around the time they created a case, and agents can avoid providing the same information to a customer.

case2

 

Improve knowledge sharing

In addition, it gives the


Gary Sherman
December 5, 2016

I’ve had multiple people inquire lately about the focus_obj2act_entry relation.

It’s definitely a bit of a magic relation, and can be confusing, so I figured it was time to blog about it.

Demystifying focus_obj2act_entry

 

Business rule properties allow you to define a value that is determined by traversing through the schema starting from a particular object.

For example, the Site Name property for a Case has a path of case_reporter2site:name. So when this rule property gets resolved, the property evaluator knows how to turn that schema path into actual SQL, such as:

Pretty straightforward.

 

focus_obj2act_entry properties

When looking at existing business rule properties, you may notice that some of them start with the relation focus_obj2act_entry.

For example, the Logger property uses focus_obj2act_entry:act_entry2user:login_name

image

 

Notice the “focus_obj2act_entry”


Sam Tyson
November 18, 2016

Adding customizations in Dovetail Agent, as of version 13, incorporates numerous changes that make the application easier to customize and extend.

Stepping through a simple example will demonstrate how those changes make it easy to add a customization.

 

Overview

This example shows a customization to enhance the console, adding some eye-catching color for Cases that have a severity level that needs attention. If a Case has a Medium severity, the row should be pink, orange for a High severity Case, and if a Case severity is Urgent, then make the row red.

By default, all rows in the console have a white background, so adding some colors will make those cases stand out. Cases with severity levels below Medium will still have the white background.

 

Roadmap

To accomplish this customization, the Cases with raised severity shown in the Case grid on the console need to have


Gary Sherman
November 14, 2016

I recently posted about how to Query Anything with Dovetail Agent. Specifically I showed how to setup a custom query for part inventory.

In this post, we’ll look at creating a specialized flavor of a existing query.

We have built-in query capabilities for work items (including cases), but instead, lets walk-through an example of allowing for querying on case activities.

how-to-query

For example, show me how many cases were dispatched to the benefits queue in the last 90 days.

For case activities, we’ll need to query the activity log (table_act_entry). In general, I discourage querying against this table using your online production database, as it’s typically the biggest table in the database, and queries against this table can adversely affect performance for everyone using the system. But, depending on your particular use


Gary Sherman

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.

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

I absolutely LOVE this new capability within the system, and I’m super excited to see how our customers use this power.

success

I received an email from one of our customers this past week detailing how they’ve been able to take advantage of this new functionality.

Just wanted to pass along that we implemented a biz rule action to call into the Support SDK directly in PROD.  Pretty awesome stuff!   Use case here is that an external process


Gary Sherman
November 11, 2016

In this post, we’ll look at how to create new ad-hoc queries to query anything in your system, purely via configuration.

For those that have been around the Clarify/Dovetail/First Choice space for a while, you might remember that we used to have an add-on product for the Clarify Client named Query Anything. So yes, this post title is a nod to that. 

This is a continuation of the series on queries within Dovetail Agent, so it might be useful to first review the previous posts:

An overview of configuring queries in Dovetail AgentHow to override the baseline queries

 

query-anything

Out of the box, Dovetail Agent allows for ad-hoc queries on:

AccountsContactsContractsEmployeesSite PartsSites

These are all great – but its common that we want to query on other objects – other baseline Clarify objects, or


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