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
August 8, 2017

We recently added a new extension to Dovetail Carrier – a Webhooks Extension. 


What’s a webhook?

Webhooks are “user-defined HTTP callbacks”. They are usually triggered by some event, such as pushing code to a repository or a comment being posted to a blog. When that event occurs, the source site makes an HTTP request to the URI configured for the webhook. Users can configure them to cause events on one site to invoke behavior on another. The action taken may be anything.

This allows for making a web request based on an event within your Clarify/Dovetail system. A business rule can fire based on the event. Dovetail Rulemanager will evaluate the rule, and send a message to Dovetail Carrier. With the webhooks extension, that message

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
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 2, 2016

We recently released an updated version of Dovetail Carrier, and this version includes a new SDK Toolkit Extension.

I’m super excited about this new extension – so lets get into the details.

But first, a quick refresher on Dovetail Carrier.


What is Dovetail Carrier?

Carrier is a flexible and customizable message handling framework for your Dovetail or Clarify CRM application. It allows the automation of virtually any internal CRM processes associated with communicating with external systems. Carrier uses messaging, a method of communication between software components or applications that enables distributed communication that is loosely coupled, to enable organizations to establish efficient dataflow between their systems.

carrier components including the SDK Toolkit extension



The Carrier framework is designed to

Gary Sherman
June 15, 2016

In this post, I’ll cover calling a custom action within Dovetail Carrier by pushing a message directly onto Carrier’s queue, without using Rulemanager (or Task Manager).

To recap how we got here:

Dovetail Task Manager Overview – What it is, how it works, etc. Creating custom tasks for Dovetail Task Manager – How to create a custom task action, namely a Get Stock Quote action Invoking custom actions in Dovetail Carrier without using Task Manager – How to call a custom action using Rulemanager to publish a message to Carrier

Now, lets look at calling a custom action within Carrier by pushing a message onto Carrier’s queue, without using Rulemanager.

We’ll use the same action created in the previous post – namely GetStockQuote.

  Custom executable

For this example, we’re creating a custom

Gary Sherman
June 13, 2016

In my last post, I demonstrated how to create a custom action for Dovetail Task Manager – namely a GetStockQuote action.

Now, let’s see how we can invoke a custom action without using Task Manager at all.

We’ll invoke the same GetStockQuote code within Carrier, but, this has nothing to do with Task Manager. It’s simply a way to get Carrier to execute some custom code.

To invoke it, we’ll create a business rule, and have Rulemanager send this message into Carrier. (Recall that Dovetail Rulemanager version 2.0 added Carrier Message as a business rule action message type)



Here’s the overall process:




A New Carrier Message Type

Out of the box, Dovetail Task Manager fires a business rule with an action of Carrier Message.

The business rule action message content

Gary Sherman
June 8, 2016

Out of the box, Dovetail Task Manager supports one action – Create Subcase. (See this post for a primer on Task Manager)

But because Task Manager is extensible, we can add our own custom actions that can do almost anything.

For this example, we’ll walk through  how to add an action named Get Stock Quote, that will call an external web service to get a stock quote. The quote will then be logged as a note to the case.

Just for testing, we’ll use Alternate Phone Number field on the case to store the stock symbol.


Setup Add the custom Task Action

Using Dovetail Admin, edit the Task Action user-defined list.

Add an element named Get Stock Quote


Add the

Gary Sherman
June 6, 2016

Dovetail Task Manager is an optional module that allows actions to occur automatically when a task set is selected from a case.
The most common action is creating a subcase.

For example, when the New Employee Task Set is run:

Create a General subcase for setting up the employee’s network account and dispatch to the Network queue. Create an Administrative subcase for ordering business cards and assign to a specific employee. Create a General subcase for creating the user’s account in the CRM system, and dispatch to a queue based on auto-destination rules.

Dovetail Task Manager is also extensible using customization, allowing it to perform other actions, within the Clarify/Dovetail system itself, or even as a mechanism for integrating with other systems.

Dovetail Task Manager replaces the old Clarify Task Manager module. But it also opens up a whole new avenue

Gary Sherman
December 10, 2015


Last year I posted about Integrating Clarify/Dovetail with your group chat app. That post was around the time we started using Slack for our group chat.

At that time, I was using Slack’s simple webservice to post messages about cases.



For example, case dispatch notifications looked like:


Simple. But not very detailed.



Rather than just using Slack’s simple web service, I’m now using their Attachments, which allow for more richly formatted messages.


Notice there’s now much more information available, including:

Top-level message (In this case,  “Case Dispatch Notification”)Case IDContact and Site NameCase title (which links to the case in Dovetail Agent)SeverityQueueLink to the case in Dovetail Mobile 

And it’s easy to add

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