business rules
Gary Sherman
August 15, 2017

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


Gary Sherman
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 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


Gary Sherman
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


Gary Sherman
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?

clarify-form-header

 

Background

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


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
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 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”


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
August 9, 2016

I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules.  But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension.  In this post, I’ll walk through how we accomplished this.

There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it.

sla-carrier

Photo by @ederpozo

 

SLAs

Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service


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