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 ruleDovetail SelfService, which is …
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.
For example, lets say that you received the following 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
And filter for Message Contains something happened
This will show you a list of rules that contain that string in the message.
Clicking one of the results will take you to the Business Rule itself.
2. Dovetail Agent – from the History
If you know the work item (Case, Subcase, etc.) that the notification pertains to, then you …
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 Cases
With 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 …
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.
Business Rule Properties are used in a number of places throughout the Dovetail suite, including:
Business Rule ConditionsBusiness Rule Action MessagesCanned Response VariablesEmail 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 …
When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference.
The default notification methods are:
EmailNotifierForward to my SupervisorTone PagerText PagerDigital PagerNone
Dovetail Rulemanager recently added support for one additional option: SMS
An SMS notification will send an SMS message (text message) to an employee’s configured device, typically their mobile phone.
Users can set their notification preferences for SMS, just like any other preference.
Couldn’t we do this before?
In the past, if you wanted to send SMS messages, we would typically use a custom replacement paging application for Rulemanager. This custom script would call into a 3rd party web service, or use the cell provider’s email to SMS gateway. These solutions all required …
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 Basics
Action 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.
You can use different action item types for different tasks, so you’re not limited to a single use case for action …
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.
This Collection of Recipes and the Business Rule Template is completely free.
Simply click …
Recently I discussed function-based rule properties, which allow you to add your own code for calculating a rule property value.
The 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 …
When talking about calendars, notifications, and SLAs – questions around calendars and holidays often arise.
So lets explain how they work within Dovetail apps.
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
Business Calendars can be setup using Dovetail Admin.
Now lets setup the Holidays.
Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon:
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.
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 …